Holiday Inn Express Hotel & Suites Raton by IHG

The highway access was a little awkward, though not enough to put me off. The staff were polite, as usual. Tesla and her partner, the young brunette with long hair whose name I didn't catch, were both really sweet and helpful first thing in the morning. The hotel is in the middle of construction, so this wasn't my best Holiday inn stay, but they say it should be amazing by the end of March. I'd like to come back after the remodeling is finished. 😁

I booked a room weeks ahead for a business trip, then arrived to find a deserted place and a sign on the front door saying it was closed for renovations. Nobody had let me know. I called the front desk right away, but no one picked up, so fortunately I managed to book another hotel. Then they still billed me as a no-show, even though they were closed. When I called about it, a very rude woman insisted they weren't closed and acted like it was my fault. The CLOSED sign, empty lot, and unanswered phone told a different story. Absolutely awful customer service. I'd give it zero if I could, 0/5.

Rachel, Amber and Misty, thank you for being so kind to us. We had an accident two exits from the hotel on Sunday evening, 11/30, and after nearly two hours stranded on the roadside waiting for help, an officer kindly picked us up. He loaded all our luggage into his truck and brought my kids and me here. The woman checking me in was understanding and offered the kids Gatorade and snacks after everything we'd been through. Everyone was thoughtful and went above and beyond when we needed help.

After booking this as a road trip stopover, we found the Raton, NM, location apparently shut when we got there at 9pm. The lights were off, chains were on the lobby door, and there was just one car in the lot. It was unsettling to come across at night. The Holiday Inn Express & Suites Raton website still showed rooms available and accepted the reservation. It's strange that the listing hadn't been updated. I wouldn't recommend stopping in this town at night; it felt scary.