Holiday Inn Express & Suites Colorado Springs-First & Main

The breakfast variety and quality were praised, especially the warm egg omurice. Convenient location near dining, shopping, and entertainment. High cleanliness standards maintained by friendly, efficient staff.

We had a room for July 4, leaving July 5. Check in starts at 3. We arrived at approximately 2:40 and was told our room wasn’t ready. We were told the people who were in our room didn’t leave until a little after 1 pm that day and they couldn’t give me a time when it would be ready. The desk attendant was named Ryan, and he was more than happy to tell me no we couldn’t have our room and he was just generally unhelpful and snide. So my son and I sat in the lobby waiting. At a little after 3 I went up again asking if it was ready. We were on a time schedule and had tickets for activities. We had done the manitou incline earlier and all needed showers, and time was ticking. Again told nope, room not ready. Another worker, Brittney then joined in the conversation reiterating it’s not ready, can’t give a time when it will be. I then told them I’m paying $218.28 for a room that is to be available to me from 3 pm to noon the following day, per their stated, written policy. I told them I’m paying $10.38 an hour for my room and it’s now well past 3 pm. Brittney then tells me they are trying to get the room clean and I’m being disrespectful and not helping. Then Ryan chimes saying I was there at 2:15 for my room, which I wasn’t. I then said it didn’t matter what time I was there…2:15, 2:40, 3:00…doesn’t matter because it’s not ready. I told them it’s not my problem if a guest checks out late, and while that’s unfortunate, again it’s not my problem. I’m a paying customer and have time commitments and expect them to honor their policies or give me a discount. Ryan then left and Brittney said she doesn’t have to let me stay there and then threatened to cancel my reservation. Finally around 3:25 (?) or so she tells me it’s ready or I can cancel for a refund. My husband and I opted to cancel. I’d have slept in the car before I stayed there with the absolute rudeness and incompetence Ryan and Brittney displayed and gave me. My 21 year old son was with me and heard it all, and agreed this place is a joke. So we got in our car and booked a room at Extended Stay America Premier Suites Colorado Springs South and it was less expensive. Their desk attendant was attentive, friendly and our room was ready UPON ARRIVAL. If you stay here, don’t expect to have your room ready on time, nor should you expect them to care. Also, if you need a sofa sleeper double check that too as while waiting another family checked in expecting a sofa sleeper and Ryan happily told them no, they don’t have one in their room. The guy said he even called and was told they would have one, but Ryan again, snidely told them nope. The guy then said they’d have to use one of their mattresses….

Great stay