Holiday Inn Express & Suites Denver South - Castle Rock by IHG

Reviews

• CE

  Carlee Easton

  1 day ago
  2.0
  I have stayed at this location before and usually have a lovely experience. Rooms are nice, breakfast is clean and good, big pool. The breakfast attendant and cleaning staff are awesome! Unfortunately I won’t be back due to the front desk attendant service. I booked a mountain view room, which was listed on the receipt when I checked in. When we got to the room, the view was completely obstructed by the portico (see photo). Unfortunately we were headed to an event so didn’t have time to wait in line to discuss it or switch rooms; I texted the hotel text system about it never got a reply. When we came back from our event, the front desk was still extremely busy, so I decided to just mention it at checkout. I thought a credit would be a nice gesture, but mostly figured they should not list that room as a “mountain view” and wanted to give that feedback. At first, the other attendant was so nice about it and said I may have to reach out elsewhere, but that she’d check with her on duty manager about what they could do. We had to wait because Carol was busy with another couple; she was speaking rudely to them, but I figured it could just be a tense situation. Turns out it’s just her general attitude. She came over to me. The other attendant started to explain, C. she said she had “already seen the message.” From my point of view, she was immediately heated and short; I told her I didn’t need that energy when I was being kind and calm. She said since it was 3rd party booked, she doesn’t control how they list it; I said it was listed as mountain view on the check in receipt she had given me the day prior. She said she “didn’t know what I expected her to do, I should’ve just come down.” I explained it was busy each time, but mostly just thought they shouldn’t post it/list it as a mountain view room if it’s not one; she said, and I quote, “just because you can’t see the mountains doesn’t mean the window isn’t facing the mountains.” Like… what?? Everything was also said with such a condescending attitude. I ended the conversation there, as it was clear she was not open to feedback or even just basic kindness. Based on my experience and some of the other reviews, this is a regular occurrence with her. Management should reconsider her being the face of their otherwise lovely hotel, or getting her some serious customer service training. I hope they’ll also take a look at listing this room differently.
• BB

  Brett Binkley

  Nov 16, 2025
  1.0
  This property was a True Disappointment and needs some serious attention. First the amenities are very low end and non-existent. The smallest TV I have ever seen in a hotel of this scale and no sleep feature. No Microwave, No Safe and No Coffee Maker in room. Also, all the lamps have very loose power plugs making it hard to charge your devices. Second the maintenance of the bathroom was shocking as the toilet paper roll holder was practically hanging off the wall, the shower curtains metal rings were falling apart and rusted. Third the breakfast needs some work as the scrambled eggs were very watery, the pork sausage was burnt and overcooked, the orange juice was spoiled and the pancake maker was not working correctly as the second pancake was underdone. Most of our vacations we stay at Holiday Inn Express for a reason. The properties are usually higher end and well-maintained which commands a premium over other chains. To compare most of this vacation was spent at the Holiday Inn Express Durango Downtown and it was truly the best property I have ever stayed.
• KV

  Karen Valenza

  Nov 14, 2025
  5.0
  Rooms nicely updated and clean. Breakfast was better than most. Great location. Close to outlet mall. Walkable to at least 3 places to eat. Spa across parking lot.
• EP

  Emily Page

  Nov 13, 2025
  5.0
  Beautiful, clean facility. The front desk staff were in shift change when we checked in, but we were handled with friendly courtesy. Breakfast was great with many choices to start our day. Our rooms were clean and comfortable. This is a great place to stay!
• CW

  Cornelius Wolf

  Nov 11, 2025
  1.0
  Hi, I am from Alberta Canada. I have stayed at this Holiday Inn express twice and have left a $50 deposit. They tell me I will get it back but I have not received the $50 back. So I would not recommend staying there.

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