Avaliação dos hóspedes
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Nice Facility / Adequate Breakfast / Poor Customer Service
Avaliou em 5 de Outubro de 2021
We stayed at this hotel for one night towards the end of a New Mexico road trip. The facility, itself, appears new and is definitely well-maintained. The public areas are clean and appealing with furnishings that do not appear worn. The rooms are well-appointed with functional furniture and usable spaces. The bathroom, which is often unusual in this type of facility, has more than adequate counter space.
The hotel rate includes breakfast served in a pleasant, open, bright room. The selections are reasonably varied (given that this is not a sit-down restaurant), but there was inadequate staff to ensure that the food was fresh and well-stocked. It appeared as if there were one individual responsible for everything. We arrived about midway through their serving hours, and found that the eggs had been sitting and were hard and dry, the oatmeal was a congealed blob at the bottom of the server, and various other items were either very limited or non-existent. The individual working tried to keep up, but clearly couldn't.
The most significant problem for us, however, was our room location -- which we discovered at about 5 a.m. As mentioned, we were very pleased with the room -- until that time. At about 5 a.m., there was a continual racket directly above us. Footsteps and furniture being moved. We initially assumed that there was a room above us and the people were checking-out early (very early), but when it went on and on, we were perplexed. When we left our room for breakfast, it became apparent that our room (along with several others) was directly below the breakfast room. What we heard was the initial preparation by the staff followed by the continual parade of hotel guests having breakfast. A completely ridiculous design flaw in the hotel's construction.
Probably the worst aspect of our experience, beyond the rude awakening, was the complete disregard about this by the hotel's Assistant General Manager. When we brought this to his attention via email (once we returned home), his response was that he was aware of the design issue but did not have his staff alert guests because he didn't see it as being a major problem.
When we travel, we typically try to stay in a Marriott branded facility because of their high level of customer service. Unfortunately, Marriott does not have a facility in Los
Alamos which necessitated our staying elsewhere. It would behoove the management of Holiday Inn / Holiday Inn Express to consider having their staff take a cue from other hotel entities and provide better customer service.
Because much of the hotel was very nice, I cannot in good conscience discourage people from staying there, but I would strongly advise that they discuss room placement (absolutely not on the "Garden Level") to not experience what we did.
on this night they took care of us
Avaliou em 25 de Setembro de 2021
We had intended to stay elsewhere in town but that hotel had some serious issues with the room so at last minute booked this room and hoped. Price was high but being that there are so few places to stay in town seems that is ok here. High demand and probably a town that has alot of govt and corporate travelers ... tourists probably get caught up in all of that. In any case, the front desk clerk was super nice and the room type i booked was unavailable so got upgraded to a brand new it seemed beautiful one bedroom apartment more than a suite. Had everything you could need. A full size kitchen really set up for use, full fridge and stove and very nice. Room had what i thought were very nice black out curtains. The decorations i believe were very well nicely designed hotel furnishings. Unfortunately being a town that closes everything up early we were unable to find much open and nothing right near the hotel. But, still we appreciated the nice room and would consider staying again. Hotel is still in middle of a lot of renovations so it's very dusty in some hall ways and lots of work still being done especially on lower floors.
5 night stay in Los Alamos Very Overpriced
Avaliou em 20 de Setembro de 2021
We booked our stay on the IHG website about 3 months before arrival and was quite surprised how expensive it was from a Friday until the following Wednesday. The rate was split each night from lowest at 120.00 up to 152.00, which for a HI Express seemed very expensive. We had just left Santa Fe and most every hotel and business is following the NM state COVID mask policy when indoors. Not the case at this hotel. The weekend person who worked the breakfast area did a great job and the breakfast options were plentiful. We were told at check in the pool is not working and the road construction on the main highway was a mess. (Not the hotel’s fault) Total hotel bill for 5 nights was almost $850.00. I find that really overpriced for what we got. Of course (per COVID protocols) no housekeeping service. We had to help ourselves to new towels from the cart while it was in the hall. We would not return here next time in the area. Not even a thank you at checkout when we turned in the keys. Customer service level at the front desk is below par.
No masks, blood on sheets RUN!
Avaliou em 9 de Setembro de 2021
Yes they are going thru renovations but the problem here is SANITATION. During a week in NM from Albuquerque to Abiquiu, to galleries to Allsup gas the ONLY place that NO STAFF WORE NO MASKS WAS THIS HI. That was just the start-dirty tub and toilet-seriously, a quick swish would have fixed that. But the worst: BLOOD ON THE SHEETS. Did not catch right away so either they are not changing the sheets (let that sink in during Covid) or not catching stained sheets in laundry. Too bad because the rest looked clean and the renovations so far looked good. I travel on business and am tolerant but the sheets and the whole disregard for masks during a STATE MANDATE is totally unacceptable. Doubt I will stay at an HI again.
Needs More Thorough Cleaning & Masked Staff
Avaliou em 7 de Setembro de 2021
One of the night managers & breakfast staff wore no masks during the pandemic as they interacted with customers indoors. Another night manager wore her mask and proved quite helpful and a male who served breakfast wore a good mask. A number of room cleaners walked in public areas near customers without covering their noses or with their entire faces exposed
I found evidence of someone with short black hair in the bathroom sink and grey medium length hair on the couch. On the bright side, the room was remodeled and large.
You can judge the cleanliness for yourself by the photos of the stained toilet and towel after I wiped a cabinet shelf. The refrigerator could have used more cleaning, as well.
They ran out of milk at breakfast and it seemed I needed to ask for water one morning. They offered fresh fruit and their eggs tasted better than what some hotels provide to their customers.
Next time I'm in Los Alamos, I'll look for a different hotel.