Holiday Inn Express And Suites- Colorado Springs-first & Main

The directions were accurate, but the service has been horrible. I'm still waiting for my deposit from April 2. The hotel says it refunded the money on the first, but my bank says the charge is still on hold. It's now April 17, and my statement shows a pending withdrawal. My bank is FDIC-accredited, and it says Holiday Inn Express is holding the funds. The representative keeps repeating that the deposit was released and returned to my account on checkout day. After I posted an honest public review, the manager wanted to talk privately by phone. Why not explain publicly what happened? That feels even shadier. I recorded the conversation where they said the deposit was released back to my card on April 2, and I'm now speaking with an attorney. Management, please return my deposit, or speak with an attorney about the lawsuit I may bring against the employee and company for negligent misrepresentation. I'm not giving my name. The company should return guest deposits as promised, and I'm collecting public information from others this has happened to.

The staff made a real effort to accommodate us. Lucy, Essence, Ryan, Melissa, and Charles were all friendly and helpful, including when they moved us because of noise near the front doors. Our first room smelled strongly of paint or chemicals, and the replacement was on the second floor, unfortunately right above those doors. Charles from maintenance also quickly fixed a light that was out in the tub. The building is shallow, so the two automatic doors sit right by the front desk. Guests waiting to check in can set them off repeatedly, creating noise and vibration in nearby rooms. Light sleepers should keep that in mind. There is only one elevator, and we waited a few times, though it wasn't usually a problem. It is cramped when there's a luggage cart and family or other guests along with you. We meant to use the indoor pool, but the Clorox smell hit us as soon as we opened the door and was overpowering. The little sundry selection is limited, with a standard candy bar around $2.75. That might work for a last-minute sweet craving, but they only restock once a month. We were there for 11 days and never saw bacon at breakfast, which was disappointing. Skillet potatoes rotated in every other day or so and gave us a nice change. The included breakfast wasn't terrible, and I appreciated that a late sleeper could eat until 9:30 on weekdays and 10 on Saturdays. The breakfast staff seemed to keep things restocked fairly well. Pets are allowed, and the fees were quite reasonable compared with other Holiday Inn Express locations nearby, especially for a stay over a week. The TV channel selection isn't huge, but we connected an Apple TV for streaming. At first I had trouble authenticating on Wi-Fi. Staff gave me the IHG tech help desk number, and they whitelisted my device and increased my bandwidth a little. After that, streaming rarely buffered, if at all. The Cinemark is a short walk away, and it's quite nice. There are also plenty of shops and food options a short walk or drive away. As an IHG member who often chooses Holiday Inn Express, the service and guest experience were what I've come to expect and appreciate.

The rooms were spacious, clean, and comfortable, with nice views, and breakfast was great. Check-in and checkout were quick and simple, and there's a laundry area. I do wish the hotel had its own restaurant, but there are lots of places to eat nearby. Shops and cinemas are close too.

On November 3, 2025, Melissa, the property manager, asked me to contact her by replying to this Google review. I emailed the address she gave me last night and left a voicemail this afternoon. I've been polite but firm. Expedia emailed again to say the manager authorized a refund for one night. We won't accept less than a refund for both nights. The reservation was made less than an hour before my daughter arrived. The hotel turned her away because of its 21+ rule, so a paid service wasn't provided. The day before, November 2, I got a notice offering only one night's refund, not two. I had booked about 30 minutes before my daughter arrived. She had already driven 10 hours and was exhausted when they refused her check-in at 10 p.m. MST, putting a 19-year-old's safety at risk. Shame on this property and its staff. A hotel down the road gladly waived its 21+ rule and let her stay. What upsets me most is that Holiday Inn Express could have waived its policy but chose to uphold it instead. Offering only half the refund makes it seem like they care about money more than the people they serve. Holiday Inn Express won't get our business again. When I first posted, I said I was very disappointed: I had booked a room for my 19-year-old daughter half an hour earlier, with no warning that the hotel required guests to be 21+. After her 10-hour drive, she was exhausted. Brittany at the front desk said she couldn't stay and was very inconsiderate. We won't book with or stay at a Holiday Inn again. They should make the booking process clearer, perhaps by asking, “Are you at least 21? Click yes to proceed.” It was misleading, and with it nearly 11 p.m., we were scrambling to find her somewhere to stay.