Holiday Inn Express & Suites Golden - Denver Area, an IHG Hotel

Recently returned after spending six nights at this location. Upon checking in we were informed that there would be limited service for the rooms with full service only provided on Tuesdays & Thursdays. We checked in on a Saturday and after 4+ days our trash cans were overflowing and we were still using the original bathroom towels. We complained and picked up fresh towels at the front desk but only after Jesse "debated" with us that all of the other hotels he worked at provided similar levels of service. We requested that Jesse have the manager contact us in the morning and to no surprise we never heard from him. We've traveled all over the U.S. as well as abroad and NEVER experienced such poor service. A young lady at the front desk informed us that they're having difficulty getting good help. There was no breakfast on Christmas morning (supposedly the cook failed to report for work) and the wonderful elderly lady at the front desk, who uses a cane, tried her hardest to provide some cold breakfast items while we & some other guests attempted to give her some assistance. Then on Wednesday there was no milk for coffee or the kids cereal (how hard is it to go the nearest store and pick up a few gallons of milk?). The rooms are tired and worn, the shower drain was broken and there were black spots on the walls & ceiling which we suspect was black mold (we attempted to clean these spots and the rag came back black). It's extremely disappointing that Holiday Inn has fallen this far and hopefully someone in management actually takes notice of this review & makes the effort to come down from the executive suite to see what's happening at their properties.

I called this location to try and book a long term stay of 63 nights. All of my reward points are with IHG and this property was the closest to where I needed. When calling I asked who the best person was to speak to for a long term stay. I was informed that Andrew, the GM was the best person to talk to. Normally when doing this I’ll get transferred and can have a phone conversation with them or they’ll call me back. However I was informed that I had to email him. Which is fine, and I did. I emailed and didn’t hear back for 3 days. He gave me a rate and i had a few more questions. All which could have been answered simply over a phone call. I replied and waited two days and didn’t hear back. I sent a follow up email trying to close the loop on it as I am coming into town in the next week. I didn’t hear back and on the 3rd day of no response reached out to the designated diamond line with IHG. In their attempt to reach the manager, they were informed he was out. I still hadn’t heard back and after trying one more time, 4 days later, i spoke with the front desk lady again who informed me that she didn’t know why Andrew hadn’t gotten back to me, nor could give me a solid reason, almost felt as if they didn’t care to even do business as they suggested other IHG properties. I have no idea why Andrew still didn’t get back to, or why I could never get on the phone. Might be his personal policy but in the amount of time and money I’ve spent doing long term stays I’ve never had a GM not be willing to get on a phone to book a reservation. I want to give him the benefit of the doubt but even if he was busy he could have had Rosie help me. In all the failed attempts of reaching out I finally booked my 63 nights with another hotel, with a completely different chain. I wasn’t looking for anything other than simple customer service and answer to some questions so I could book a room in a timely, reasonable manner. I have all my points with IHG and would have like to maintain the diamond status through next year however Andrew botched that. I never want to be one to say I’ll take my business elsewhere but I was not impressed or happy that a simple email or call back was not made. I even hate writing this but after failed attempts at reaching them on my end and from an IHG representative I can’t help but give the one star for how this situation was handled. To be clear I had never stayed here but my review is simply based on my interactions with management.

The rooms are just your every day hotel room. Clean, no bugs, and plain. The TV was a bit on the small side, so bring your binoculars if you like watching hotel TV. The bathroom was fine, plenty of towels and shampoo and stuff. The staff was a little on the rude side though. When calling for some extra pillows and blankets they very rudely, and with an attitude, told me "come get them then" and hung up the phone. The breakfast in the morning was one of the better of the hotel breakfasts I've ever had. Great selection, very fresh, nice tasting.

Clean and spacious room with a view on the fourth floor. Check in clerk had us scared saying he couldn’t find our reservation. We told him we had checked in online already. Not a smile and aloof. 8:30 breakfast nothing but yogurt , banana and bagels. ! We had to leave without a proper breakfast! Thanks for the clean and comfortable room!

2nd time here this year. I forgot to leave a review last time so now I am once again staying in a hotel where I can't get the room cold enough. this review will remind me not to stay here again. it's a standard holiday inn Express in a strip mall parking lot - it's fine if you don't care about the temperature of your room. Unfortunately I do care about that and definitely won't be back.

Clerks are rude and incompetent. I was awoken when a loud man was trying to get in my room. Terrifying. The clerk had given him the same room I got. Fake apology. No hot food at breakfast - blamed staff shortage. NO room service. 2nd day no clean towels, coffee etc. Desk clerk said they had no coffee pods besides decaf. Rude. Rude. Don't stay here.