Holiday Inn Express & Suites Colorado Springs South I-25 by IHG — Hotel in Stratmoor

I am extremely disappointed with my recent experience booking a stay at Holiday Inn. Last week, I reserved a room with wedding block I was attending (not part of the wedding block, but at the same location). The hotel I originally intended to book was fully booked, but instead of clearly notifying me, the Holiday Inn website automatically rerouted me to another location without my knowledge.

The website displayed a brief 2-3 second message that there were no rooms available at my desired location (I did not see this message). Then, it rerouted me to a different page with alternate hotel locations, but still displayed the original hotel’s address at the top, making it appear as though I had booked at the correct location. It was only after receiving the confirmation email that I realized I had booked the wrong hotel. I have attached a photo showing the correct/wedding block hotel address, with a different/wrong location as the top result for booking - note that there is no message or alert that the location I was looking to book at did not have any rooms available.

When I called Holiday Inn customer service to correct the mistake, I was told that due to the rate I had booked, they would not allow me to cancel or modify the reservation. This was incredibly frustrating, as I had called immediately after noticing the error, which was within an hour of booking. When rooms did become available at the correct hotel, they refused to transfer my reservation, instead insisting that I cancel, pay a penalty of one night, and then rebook at the correct hotel.

This deceitful booking practice and refusal to accommodate such a simple request is incredibly disappointing. I hope this review serves as a warning to others. Be very careful when booking through Holiday Inn's website, as their practices are misleading and their customer service is, although kind,...

Most of the Front desk staff is not friendly. They appeared to be tense and do not have authority to make decision in times of need. I will lay this onous on poor management. On the day of my check out I asked for a little late check out. When I checked out about half an hour later than the regular hotel check out time I was billed for an extra day. When I pointed this out to Amy whome I had informed earlier about late check out she said that I had to pay extra. I told her that being an Elite member I am entitled to late check out and I had informed her in the morning and if this was the case I should have been told. She said she can not do anything and I have to talk to the manager and who is not available till after the weekend. I left my phone number with her and asked for manager to call me when she returns after the weekend. I did not get any call back. I was visiting this area from another country so I called hotel over long distance call. I spoke with Iguana (hotels operation manager) she said she can not do anything about this and I had to talk to their General Manager Pamela. After a couple of more long distance calls lasting more than hour and a half this matter was finally resolved. This was a very bad experience with hotel management. Had I known which I know about this management I would not have stayed at...

We’re from Texas and stayed at this hotel during our trip to Colorado Springs and honestly, this hotel exceeded our expectations!

I was a little skeptical at first because of a few negative reviews I had seen, but our experience was completely different. From the moment we arrived, everything went smoothly.

The front desk staff were absolutely amazing, friendly, helpful, and quick to assist with anything we needed. Our room was clean, spacious, and comfortable, with plenty of parking right outside. We also loved how close the hotel was to everything we wanted to do. Garden of the God's, Pikes Peak, and Cheyenne Mountain Zoo are all super close. And a bonus was having a Walmart and a handful of restaurants within walking distance.

The breakfast was delicious. Fresh, hot, and with lots of variety. Definitely a great way to start our mornings. The pool was a bit cold, but that didn’t stop our toddler from loving every second of it. The spa, on the other hand, was perfect, relaxing and just the right temperature. And even better, the pool area was never crowded, which made it even more enjoyable.

Overall, we had a great stay and would absolutely come back. This hotel is a hidden gem, and we’re so glad we gave...