Holiday Inn Express & Suites Santa Fe by IHG

My experience was the most unprofessional I have dealt with as a property manager myself. We arrived in Santa Fe late after a long drive. Had to wait as we buzzed in and waited to be let in, to check in. We asked if we could get a late check out and was told yes. 12 is the latest and I responded that was perfect. ||So next morning we were still in room at 11 and we receive a call from a man who says that it is 11 and we need to leave the room. I kindly explain that we asked for a late check out the night before as we had got in so late and that gentlemen told us 12pm. He said we have no notes in our system. I said okay well that is what your employee told us and that we are getting our stuff together. Few minutes go by my husband took some things down and was pulling the truck to the front

Drove 11 hours got to the hotel a little early asked if possible to check in a little early, the front desk associate was very unwelcoming. He stated that the cleaning staff didn't show up today, and they were behind schedule. We left came back a while later, about 15 mins before check-in and was told they still weren't ready. Again the associate was the unconcerned with helping and was stating that they are understaffed. He then stated we can take a seat in the lobby and wait, as I was waiting I leaned against a couch they had in the lobby and noticed a sharp peice of metal protruding from the couch where I placed my hand. I took a picture of the metal, at which time he sated the room was available. I then asked to cancel a reservation that I make for a future date on our return trip, w

We thought this hotel a good value, with the indoor pool and homemade cookies at check-in. The rooms were large, clean, the beds comfortable, and the newish building well-kept. The bathroom had plenty of the counter space and the room plenty of electrical outlets. Dove products (my own preference) in the bathroom. The breakfast selections included the yummiest cinnamon rolls! I dinged the service rating 2 stars because (a) my wife only eats fruit for breakfast and their selection was mealy apples and green bananas, and (b) the hot tub's jet pump was broken (we stayed 4 nights, I would have thought that plenty of time to get it fixed).

Positive: Just Location Negative: Cleanliness and poor customer service.. the room carpet was wet and mold smell with no fan switched on after cleaning. When we checked in immediately called desk but they came and checked . Agreed on moldy smell and wet carpet but no help

The hotel was nice and clean, but the front desk was rude and did not understand our situation. We have driven all day and just wanted a place to stay for the night and get a good night's rest before we hit the road again. Definitely recommend staying here to sleep in a clean atmosphere, don't recommend the hospitality.