Holiday Inn Express and Suites Fraser Winter Park

We left feeling sad and let down. We’d booked two nights because seeing snow for the first time was something we were really looking forward to. Then, on our first night, the news warned of a major snowstorm and dangerous cold moving into the area. We’d never driven in snow, and getting back to the Denver airport safely was our main concern. We went to the desk and explained the emergency to the manager, Victor. We hoped for some understanding or reassurance, but were told, “We’re a ski town and it snows a lot sooo…” That made us feel like our fear didn’t matter. Since we’d booked through Priceline, they wouldn’t make an exception. We weren’t asking for anything unreasonable, just some recognition that visitors may have no experience with icy mountain roads. We’ve trusted Holiday Inn hotels on many trips, but this stay left us feeling unprotected and disappointed in the brand. At this location, the policy seemed to matter more than people. We won’t return.

The beds were clean and comfy, the pool and hot tub worked, and the location was convenient. But bacon smell reached the third-floor rooms. If that bothers you, ask for a room away from the elevator and stairs. Also check that the stairwell fire doors are closed, since they were propped open when we were there.

The breakfast was amazing, with gluten-free muffins and bagels, plus soy milk. I haven’t seen gluten-free muffins at a hotel before, and it was nice that they considered different dietary needs. The rooms were clean, and the kids loved having a pool and hot tub. Safeway is right next door, with four restaurants across the street within walking distance. We’d happily stay again.

Breakfast was hot and good, but the rest of the stay had a lot of problems. Our towels were frayed, the water was only lukewarm, and the cracked wall window had no peephole cover, so someone could see in if I could see out. The room needed better vacuuming, and the PTAC smelled like burnt hair when we turned on the heat. At check-in, the older woman at the desk seemed irritated and slammed down the pen. I asked after breakfast whether I could cancel the next night without a charge, but was told I’d still be charged and that no AGM or GM was available to discuss it. As an IHG chief engineer, I found that unacceptable. I won’t stay here next time I’m in this part of Colorado. Customer service should come first.