Holiday Inn Express and Suites Los Alamos Entrada Park, Los Alamos

Exceptional

Avoid, due to staffing issues

Disliked: We arrived around 8.45pm to an empty lobby. After waiting for 10 minutes for a member of staff I called the hotel's phone number hoping someone would answer and we would be able to check in, but there was no answer. A member of staff (the manager) showed up around 30-35 minutes after we arrived. When we voiced our disappointment with having to wait that long to check in, she told us that the room was ready for us. We were informed that they are short staffed, and that she was cleaning our room during her absence. There are two issues with this. First, standard check in is in the afternoon, so the room should have been ready hours prior to our arrival, and second - staffing issues shouldn't rub off on hotel guests, who do not get to pay less for their stay if there is no staff available. We asked to not be charged, as we wanted to stay elsewhere at this point. The manager took our concerns personally and became argumentative. When another potential guest showed up, she informed us that 'this lady will take your room, so you can leave'.

Plan to be double charged...

Liked: Upon checkin the hotel put a hold on my account and upon check out they insisted on charging my account again. I was double charged and they refuse to release the hold on my account. The front desk lady was rude treating me like I had no idea what I was talking about! My bank says all they have to do is release the hold and they refuse to release the hold. I asked for a managers phone number and got no response. If the hotel doesn’t release the hold I have to wait 9 days and hope the hotel releases the funds.

Exceptional

Great place 👍👍

Liked: I really liked my time here! I like to walk in the morning and there is a fantastic paved walking trail that starts right by the co-op store. The employees were kind. Jose was at the reception desk in the morning and he was SO KIND and helpful. The amenities were better than the other hotels I’ve been at on this trip. They even had oatmeal (the healthy kind with no sugar) included in their breakfast bar. It was delightfully quiet. They even decorated the lobby for Easter. I cannot think of anything that would make my stay nicer.

Very good

Exceptional

Very good

Bad

Liked: Nothing
Disliked: Didnt get a double bed room though I specifically selected 2 beds...we got a suite with a bed and a couch. Couldnt even try the pull out mattress as it was thin as paper. Slept on couch way too short for. Hard sleeping made it. We were NOT a priority at the FD. Literally waited in the lobby for 45 mins before we finally had room. When I asked to just cancel, bc they could not offer what I selected, bc "24 hr policy" however I had booked it only 2 hours earlier. I love HolidayInn Expresses...It has been my "safe" always meets needs. This was the worst experience Ive ever had at a H.I . Breaking the perfect street of H.I stays