I took a trip to Colorado Springs for a 3 night stay at the Holiday Inn Express by the Airforce Academy. As an employee of a Holiday Inn Express in Kansas City (I won’t say which one as I don’t want this to be about trying to promote my own hotel) I had high hopes for going to a hotel very like my own. Before I even got there I had talked to Brian, the front desk manager, about needing a refrigerator in my room for my diabetic sister. We worked it out so we got an upgrade to a suite since that was the only room they had with one, and only a small increase to our rate. I probably could have talked him down from even that by hammering on about it being for a medical reason but I know they could have sold that room for a lot more then they got so I let it go. When we got there we were checked in by Brian and he was very helpful in getting us a room with a nice view of Pike’s Peak. However that’s when things started getting a little, well, bad. When we walked into the room we found that there were three firm pillows and only one soft on one bed and on both beds the pillows were in the wrong pillow cases. There were two different sizes of sheets on both beds. There was a thing I think was from a toy cap gun on the floor and dead spiders on the wall above the toilet. And worst of all a hair covered bar of soap left in the bath tub. We took a nap as we had been on the road for eight hours and then went back upstairs to talk to Brian about the problems with the room. He heard us out and offered us points which we turned down because while these things were all bad none were life or death. All we asked was that he passed it on to housekeeping and make sure that when we let them into the room (after the second night we took the Do Not Disturb, known from here on as a D.N.D, of the door) that they clean up the spiders. He said he would be more than happy to do so and gave us some good tips on where to get some dinner. Skip ahead to breakfast the next morning. In a hotel that has fewer rooms and guests then my own why do they need two breakfast attendees? Whatever, they can do their own thing I’ll just laugh at them. What did annoy me was that there was no fruit at all. The hot water for the tea was nowhere near where the tea, sugar and cups were. There was only one kind of yogurt and they were out of two of the four cereals. Altogether, things could have been a lot better especially with a second person working whose job it seemed was to sit in the back and talk for a few hours. The second day we got up early and missed breakfast so we could do somethings in the surrounding area. We didn’t have any real trouble with the hotel though when we got back in the afternoon and used the hot tub we found that the timer to tell you when to get out did not work at all. The third day of the trip we took the D.N.D. off the door and went to breakfast. Again there were two people and not much work getting done. We left for the day and hoped that when we came back the room would be nicely cleaned up. Instead when we came back we found that the dead spiders were still hanging out on the wall. The beds, while made, still had the same sheets and the wrong pillow cases. The packets from making a pot of coffee with sugar and cream were left by the coffee maker. The Band-Aid wrapper, no Band-Aid in it, that my sister had used were still on the table. The bar of soap was gone but I think that was mostly because I had moved it from the bath tub to the trash can myself as I didn’t want it in there with me for my morning shower. We called it a night and went to bed. My sister got up early and went out to the car without her room key. When she asked the front desk, again Brian, if they could make her a new one they did not ask for I.D. and did not confirm what room she was in. Now, I know that Brian had checked us in and had seen her with me but I don’t know of any hotel that does not have a standing policy of checking I.D. REGARDLESS OF WHETHER OR NOT YOU KNOW THE GUEST!!! Without confirming that she was supposed to be in that room Brian gave her the key to the room she told him she was in. He did not even check if it was the room she was really in! She could have asked for any room number and he would have made it up! Combine this with the fact that on the first night I was there I walked up to the lobby at about 3am and the front door was wide open with no one at the front desk for over an hour (I clocked it) and that leaves me to think that the only thing between me and a theft is the vary door that he just gave a key to without a second thought! Needless to say I was not all that happy with my stay. However, I being a person who has worked in hotels for the last five years give or take and having a father who has been working in them for longer than I can remember, know that things go wrong. People make the wrong choice, cleaning can be over looked. In the end, all they had to do to make it right was ask one question. On my last morning there before I checked out I went up to the desk and talked with the General Manager. I told her all of my troubles, the things that went wrong and did not get fixed. The only thing she had to do to make it right for me was ask me what I would like her to do about it. I wouldn’t have even asked for anything, I was already getting a great rate and I knew that there was nothing in her power to offer me that would be worth asking for. But the asking of the question “What can I do to make this right for you?” would have been enough to show me that she gave a damn. Instead she apologized and said she would talk to her housekeeping manager. That was it. Nothing else on this trip pissed me off as much as that. I know things go wrong, it’s a fact of life. I know not everyone will leave happy. But it seemed like she just didn’t care enough to even try and that makes me mad because that sets a bad tone for all Holiday Inn Express’ in the world. And I don’t want someone to look at my hotel badly when they come to Kansas City just because they had a crappy stay at this one. I know that in all likely hood soon after I post this a paragraph worth of print will pop up under it saying how sorry they are for not being able to resolve my problems with their hotel, how they would really like me to contact them to see if we can’t find some way to fix it, maybe even offering a free night if I would ever like to come back. But as an employee of a hotel I know that even if I do call them it is very unlikely anything will be fixed. That message will be for you to read not me. And you will have to decide if I am the long winded pain I may sound like, or if there is any sincerity to their reply. I merely hope I have been a help.
- Official Description (provided by the hotel):
- The Holiday Inn Express Hotel & Suites Colorado Springs-Air Force Academy is conveniently located on the north side of Colorado Springs, just one exit south of the US Air Force Academy and easy access to I-25. Additional hotel features include: Deluxe hotel accommodations 28 suites with microwave and refrigerators. Complimentary Continental deluxe breakfast, 24 hr business center and complimentary local phone calls, high speed internet in all guest rooms. Indoor pool, whirlpool and workout facility. Walking distance to many local restaurants. Attractions Garden of the Gods, Pikes Peak, Old Colorado City, Manitou Springs, Seven Falls, Cheyenne Mountain Zoo, Focus on the Family, World Pray Center, US Olympic Training Center, Pine Creek Golf Course. Business: Hewlett Packard, MCI, Federal Express, Oracle, Boeing, Stellant, Current, Lockheed Martin, Ford, Northrop Grumman, Raytheon, Intel, Bank of America, Progressive insurance, California Casualty, USAA Insurance. Military: USAFA, Fort Carson, NORAD, Peterson AFB and Schriever AFB. Visit Colorado Springs, CO and Stay Smart at the Holiday Inn Express Hotel. ... more less
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- Also Known As:
- Holiday Inn Express - Air Force Academy Hotel Colorado Springs
- Holiday Inn Colorado Springs
- Colorado Springs Holiday Inn
- Holiday Inn Express Colorado Springs