Holiday Inn Express Hotel & Suites Gallup East by IHG

My brother-in-law passed away Friday evening, and I needed a place to stay. I tried for two days to use my IHG points, but IHG wouldn't let me pay with them at this hotel. I have over 200,000 thousand points earned from stays at many IHG hotels, so this was a lot of money's worth that I couldn't use here. I only stayed that first night because of Shaunté's customer service, and I still had to pay for it. This isn't just about money, but about the principle. Where's the honor in IHG's mission statement? I've now switched to Hilton, since I could log into the Hilton app and book a room with points that same day. This is the kind of thing that makes or breaks a customer. Disappointed.

This was our first time at this HIEpress, and it was worth every penny. The first thing I noticed was how clean it smelled. The staff were so nice, and our room happened to get upgraded. After a long day driving from CO, the table for eating or having coffee was nice, but the couch and coffee table were especially relaxing. They have two new coffee machines that grind the beans and make a delicious cup of Costa Coffee tm. If it's too strong, there's water in the hall to add. Everyone was professional and friendly. Stop in if you're on the road.

If barking dogs don't bother you, this could be your place. I love dogs and have four at home, and I have no issue with service animals. But when I pay good money for a hotel, I expect some peace and quiet. Instead, dogs in multiple rooms nearby barked nonstop, and the hotel let it continue. At checkout I politely told the front desk girl I was leaving and gave her my room number. She slid my printed receipt across the counter without saying a word. Then I noticed she'd given me a receipt for a different room when I went to enter it in my trip report. Top notch operation in Gallup.

I had a great time at this Holiday Inn on my way east. The parking was good, the location convenient, and the rooms were nice. Everything worked well. The staff were friendly and helpful, and I'd highly recommend the place. Breakfast was nice, with steaming hot coffee in the morning. Okay, it's not European coffee, but still a good cup. The heater and TV were nice too.