Holiday Inn Steamboat Springs by IHG — Hotel in Steamboat Springs

THIS WAS NOT EXCELLENT DON’T LET THAT FOOL YOU!! Honestly not much about this experience or hotel was good. I called prior to booking the room to confirm dog friendly and explain I was coming into town for a test and would need a quiet environment to sleep. I got a text the day before asking to call if I was bringing a pet. I texted back and said I already reconfirmed all this prior to booking and needed confirmation immediately. I never got it. When we arrived we were placed on a room facing the loud road. When I asked the front desk on duty, Mark, gave me attitude and a verbal sigh about how it’s hard to find a pet friendly room. There was hardly any cars in the parking lot when this happened at 7:30 pm. He moves us across the hall to 104. By 7:15 in the morning there are housekeepers slamming the closet door neck to our room, singing laughing and whistling down the hall, all while slamming more doors. I waited over a half hour before calling the front desk to report it. To which I was told there were no housekeepers there. This upset me because I can physically see then though the peephole, and it was impossible not to hear them. As I go to leave my room, the room across the hall is wide open and being completely flipped, like mattresses up against the wall. I took pictures, but rememeber I was told no housekeepers were in our hall. By now its 8:20 AM and I’m getting ready to go take my exam. Still I have yet to see another hotel guest. I go to the front desk and Andy tries to tell me he didnt see or hear anyone in the halls. I not only laughed in his face but was adament he walk to my room immediately with me and go look, stated I have photos, since literally the door to that room is wide open. I explain that I’m a hotel manager in Vail and this is completely unacceptable, rooms should never be flipped near hotel guests prior to check out time, explained that I even joined their rewards program thinking Holiday Inns will be our travel go-to, and for him to figure out how to make it right. Andy first offered me travel points to which I replied “after this experience I will never use the program or stay at another Holiday Inn”. He asked me what I wanted and I replied “I have a test to go to but I’ll be back in 4 hours for a full refund since this was horrible and you’ve basically called me a liar all morning”. I didn’t check us out of the room since I was taking my exam at CMC but my boyfriend said Andy refunded our room rate minus the pet fee which was the right thing to do. While our experience was horrible, Andy truly did the right thing by us the customer. Meanwhile, you might want to get Mark some customer service classes or have him reread the big sign in your back office that reads “rule #1: if we don’t take care of the customer...

There was an incident with an animal above our room (in the attic) for the last two nights. This made it very difficult to sleep. At times it was loud enough to be concerned about the drywall. We asked to switch rooms each night. The first night there was only a room available that had no heat, which we opted against. The second night I assumed there would be no rooms available, which there weren't. At this time were told we would get a discount. We did not ask for one. The discount was a total of $50. Each night the hotel cost about $300. When I called the following morning (our day of checkout) to express disappointment on the amount (why offer one at all), the front desk treated me extremely poorly. I was told many times that I could have switched rooms at any point during the day. I had been under the impression the hotel did not have rooms based on our conversations. If the availability of rooms was communicated to me, then I apologize for the miscommunication. I am angered by how I was talked to on this call. The front desk tried to shift responsibility on me for the incident. The whole experience was frustrating and this call was a very negative experience. At the end of the call, I was told to call the GM later if I wanted to see if more could be done. It's not about money. It is about being treated with respect. I will not be reaching out. I lived in rural areas much of my life and I get that animals get in places. Though it is frustrating, it is this customer service interaction that really is disconcerting.

Other incidents

When we arrived there were trash bags and towels on the floor outside of the room across the hall. I was told by the front desk that a guest "had thrown a temper tantrum." It was cleaned up by the hotel, but this statement is unprofessional.

Housecleaning arrived at 8:00 am our final day and said I had checked out. I hadn't.

There was a post it with "exterminator" on the front desk for a room other than my family's room. They said our problem was a singular issue that hadn't happened in a couple years. This makes me...

This was our first trip to Steamboat Springs and we were very excited. I booked the hotel 3 months in advance and pursuant to this hotel's pet policy (which at the time allowed cats) I contacted the hotel to inform them I would be bringing a cat. We drove from Florida and just 5 hours before we got to the hotel we received a text asking if we were bringing a pet. I texted back that we were bringing a cat. The hotel responded that they do not allow cats and to call the hotel if I wanted to cancel. I called the hotel and was "very rudely" informed by Kaylee (?) that the hotel was not canceling my stay but that I could not bring the cat. This was sneaky considering if I canceled I would loose my deposit. When asked why I couldn't bring my cat considering at the time of booking I was informed that I could, Kaylee snapped at me that cats were 3 times more dirty than dogs, and did I want to speak with the General Manager (GM), she then hung up on me, I called back and she put me through to the GMs voice mail. When I hadn't heard back from the GM and couldn't find another available hotel, I called back and Kaylee hung up on me again. I called again and asked her if she was hanging up on me, she laughed but eventually she did put me through to the GM, who was so incredibly nice, explained that their policy went into effect a couple of months earlier (which was after I had booked my hotel), and that we could stay with the cat. A big plus, was that mid-way through our stay, the GM called our room to check that we were comfortable and that we didn't have a problem at check-in with the cat. This whole situation could have been avoided if they had contacted me once they changed their policy as they clearly knew I was bringing the cat - it is on my reservation and they knew to text me on the day of. Everyone else was really nice, but we were still uncomfortable with the whole situation. It was unfortunate as this was a really expensive trip and was our first impression of...