Rated 1.0 out of 5.0 by jem719 Clueless front desk staff
Overall this hotel was average. The room was standard and I had zero compliants with regard to the accomodations. The breakfast options were the standard boring holiday inn options. The problem I encountered is that the staff does not know how to correctly bill guests for their stays and forgets to cancel rooms even after being requested. We had to check out early and informed the front desk at check in that we would only be staying for one night and to cancel another reservation for 2 co-workers for the following evening. They ensured this was done; however, at check out my credit card was incorrect on my bill and they put the wrong priority club membership number. It took 15-20 min to resolve this which made us late to a client meeting. I just went to pay my credit card bill and learned they still charged me for my co-workers rooms which we cancelled the day prior to their check in. Still working to resolve this with the hotel. Overall nice hotel, but double check your bill and credit card after your stay.
February 25, 2013
Rated 1.0 out of 5.0 by CHJcontact4 Dropping like a rock (into the nearby Cave depths)!
For the seasoned/experienced HI Express traveler, this property is quickly descending into the lowest rating category. With a planned 3 night reward stay, we checked out after 2 nights due to multiple problems [and would have left earlier if we didn't have pre-existing schedule commitments which prevented us from finding another hotel; other Guests/families going to Carlsbad Caverns also indicated their dissatisfaction as we learned in the breakfast area each morning]. Here is a sample of the issues: Pate-Pierce road intersection noise roaring inside our guest room, a heat/air/fan unit which constantly cycled off/on to interrupt the few moments of sleep we enjoyed, no quiet hours per loud guests in the hall at midnight or after plus a regularly slamming stairwell door to shake the walls, hair/stains in the bathroom and generally poor finish on the tub/walls/tile, lukewarm shower/sink water both in the evenings and mornings, worn out mattresses/sheets/pillows, and a broken pancake machine/dirty tables/etc in the breakfast area. Exterior presentation for the property was nice, check-in was "normal," individual employees/attendants were helpful (extra towel, more coffee#, but the Manager #Owner?# level certainly was not engaged to fix the above problems #e.g., AM request to fix the heater fan, PM return to find it still constantly cycling). This Carlsbad property is far below standards for other IHG properties at which we've stayed.
February 23, 2013
Rated 5.0 out of 5.0 by Ev13 Enjoyed our stay
Helpful & courteous staff, good rooms & beds...clean & well kept.
Small town doing a good job!!
February 13, 2013
Rated 3.0 out of 5.0 by silverspray over priced
It was nice and clean, staff was very friendly but their breakfast hours were cut short even though it was a weekend. Our room furnace was very noisy and after staying in a lot of other Holiday Inn Express's in the last couple of weeks it was very over-priced.
January 29, 2013
Rated 3.0 out of 5.0 by TravelingMiner Lost Articles
While I know it's my responsibility to not leave my belongings in my room, I stay at a lot of International Choice hotels over the course of a year, and things do get left behind and I have never had a problem recovering an item that I've left behind. Cell phone chargers, an exercise device and a few other things over the years were no problem to recover. However this Holiday Inn Express was unable to return my clothes. Jeans, socks and a shirt were left on the floor of the closest. I called and spoke with at least four different people over the course of two days and was unsuccessful.
There are only three possibilities:
The least likely, is that they failed to look in the closet and see them on the floor and another guest took them. Very unlikely since I called the day that I checked out and they said that they checked the room.
Another possibility is that they were taken home by a housekeeper. Possible, but probably not likely.
The most likely scenario is that they were tossed in the garbage by the housekeeper.
None of these are really very professional situations or the type of thing that I've come to expect at HIE hotels, but the most troubling, was the way I was disregarded by the staff and the manager was never available when I called three for four times. Nor would she return my call. This is not the way I am used to being treated at any International Choice Property.
January 28, 2013
Rated 5.0 out of 5.0 by jojo2008 Great manament and staff April & Ruth
Staff was Great April & Ruth very nice helpful enjoyed every bit friendly all of the above.
January 26, 2013
Rated 4.0 out of 5.0 by Feats Wonderful Staff
The best thing about visiting a new place is discovering great places to eat, and the recommendations from the desk staff were spot on. They were most courteous and helpful.
January 15, 2013
Rated 4.0 out of 5.0 by Roadwarior2012 Carlsbad
This property is very nice for a small town hotel. Not knowing the city, did not realize it was on the outskirts of town but with the town being small did not matter. The housekeeping staff was INCREDIBLE - the first room I checked into had a bad bed mattress so moved rooms. The housekeeping staff were so nice and went above and beyond when I moved rooms making sure I had help moving and getting everything out. The next day when I saw them, they made certain I was happy! The only negative was no change machine for the washer/dryers and front desk had no change to provide. Overall it was a good experience.
January 8, 2013
Rated 3.0 out of 5.0 by mrokirk Average Stay
Noisy room. Could hear TV in room next to us, and lots of doors slamming. Hard to get a good nights rest, although the beds were fairly comfortable. No way to keep the fan on for the heat at all times, to drown out the noise. Breakfast was busy, but pretty good, and kept up, although it ending at 9:00 was disappointing.
January 5, 2013
Rated 5.0 out of 5.0 by VisitSFe Great Service but too costly
We stayed here for a night enroute to Carlsbad Caverns. Overall it was memorable except for the price. It was TOO EXPENSIVE. Nothing really extra which warrants the exorbitant charge. I have stayed at better HIE's which were cheaper.
December 30, 2012
Rated 5.0 out of 5.0 by John1967 Very Nice People
The room was clean, comfortable, and quiet. The people, expecially the manager, were wonderful. I would stay there again anytime.
December 16, 2012
Rated 5.0 out of 5.0 by Jonkaiser great property
This property was excellent. I was even stranded at the airport and the hotel manager Jisa went out of her way to come and get me. I would definitely recommend staying at this property.
December 10, 2012
Rated 5.0 out of 5.0
by Lizzard1 Very good service!
We celebrated our annual Family Reunion in Carlsbad this year. Three families booked rooms at Holiday Express. Everybody enjoyed their brief stay at your motel. The service was excellent. The rooms were nice and clean and very comfortable. The staff was very friendly and met all our needs, including helping as we even celebrated a birthday after hours at the breakfast lounge! Didn't get the girl's name, but she was very helpful in providing us with plates, napkins, and forks for our party. The location is perfect, close to the mall, gas stations, and lots of fast food places! We had lots of children and this helped! On behalf of the Garcia, Jaramillo, and Montoya family we would like to thank all of you at Holiday Express, and we will certainly book again if we ever return to Carlsbad. The Christmas on the Pecos tour was breathtaking, we enjoyed it very much also. It was beautiful. We all highly recommend your motel to all guests of Carlsbad...
December 4, 2012
Rated 1.0 out of 5.0 by sleeplessNM LOUD and no staff response
We reserved the suite, which is right beside a loud elevator with no sound proofing. However, the biggest problem was loud, obnoxious guests on our hall. They were out in the hall laughing and talking loudly well past midnight. We called the front desk, but the night staff did nothing. When this group was right back at it at 7 AM, the morning crew also did nothing. The assistant manager gave us a token discount, but this was not fair compensation for a miserable stay at the most expensive HIE we've ever stayed at. When I wrote on the customer comment page on the website, I only got a form letter in response. Very disappointing.
November 30, 2012
Rated 5.0 out of 5.0 by Baronesseast Super nice staff
We loved that staff here at the Carlsbad location and it was a great location to sleep before taking off to see the Cavern in the morning.
November 21, 2012
Rated 3.0 out of 5.0 by ojay93 Cleaning staff was bothersome
I have stayed at this hotel about a year ago and had a similar experience with the housekeeping. I worked nights while in carlsbad so I slept during the day. I left the do not disturb tag on the door, expecting to be aloud to have uninterupted sleep. however, the housekeeper tried to enter anyhow and would have entered if I did not have the latch pulled. this woke me up. after getting back to sleep I recieved a phone call from the housekeeping, telling me that my door was latched and even though i had a "do not disturb' tage on the door, would I like him to come and clean my room. This is unacceptable. later in the day when i was awake, i talked with a friend that was staying at teh hotel in the room across from me, and he said the guy walked into his room too, even though he had the "do not disturb" sign on the door.
November 17, 2012
Rated 5.0 out of 5.0 by DBEEZY Pretty Good
Nice clean place and nice amenities. Would recommend for the weary oil field traveler or for a quick stop on the road.
November 8, 2012
Rated 1.0 out of 5.0 by David85 Worst Holiday Inn Property I have been to
I visited this Holiday Inn property in October 2012. This was my first time to come to Carlsbad, NM. I had some work going on in the area. I arrived to the hotel at around 4:00 in the afternoon to check in. The outside appearance and the lobby of the property were very clean. Then I walk up to the counter and the first thing the lady says is "what's the name of the reservation." I told her my name and she began to check me in, saying nothing more until she handed me my cards back and told me where the elevators were and what time breakfast is at. I made it to my room to find that it was very clean and big in size. The internet connection in my hotel room was very poor and slow. That evening I had to set off to work and departed the hotel through the lobby and the front desk ladies just stared and made me feel like I was doing something wrong.
The next day I returned to the hotel to sleep during the day and return to work at night. I displayed the Do Not Disturb sign on my door so I could get some sleep. I fell asleep only to be wakened up by the room cleaning service trying to come in my room and stopped only by the top latch on the door that made a loud bang when it hit. Then I was not able to return to sleep because of all the noise the cleaning service was making in the neighboring rooms. I finally fell back asleep for a couple hours to be awakened again by my room phone ringing....it was the cleaning service saying, "I saw that you have a Do Not Disturb sign on your door, do you need any towels or anything else?" I couldn't even believe this was happening so I said no and hang up the phone. Sleep ruined!!
The next day, the same thing happened again with the room cleaning personnel trying to come in my room while I had the Do Not Disturb sign was displayed. No phone call on the second day though. I was sooooo mad. I finally fell back asleep and woke at 4:00 p.m. and had reservation for one more night to have some leisure time to explore the area, however I just wanted to leave this hotel immediately so I checked out a day early and drove to Odessa to get a hotel which is a couple hours away. I went to the front desk to check out and told the lady I was checking out of my room, and she did not say one word the whole time and just handed me my receipt. Looked like she could care less to be there, so I didn't even share my complaints with her.
I will be returning i the future foe a lot of work but will not be staying at the Holiday Inn Express in Carlsbad. I will use some of the competitors down the road and I never do that because I like the priority club program. In this case it is just not worth it, the room rate is expensive for poor service. Never again!!!!
October 28, 2012
Rated 5.0 out of 5.0 by Davey65 Carlsbad, NM Holiday Inn Express
Beautiful room, quality TV service, nice breakfast, good coffee. Hotel easy to find with easy access.
October 24, 2012
Rated 3.0 out of 5.0 by traver price
Hotel is not located close to other activities, faciities or the caverns. Thus the room was very expensive. Next time we are in the area we will stay at a different hotel.
October 21, 2012
Rated 2.0 out of 5.0 by honestfeedbackguest staff seem to think guests are there for them
At breakfast two female employees stood at the entrance to the breakfast room and gossiped in voices loud enough to be heard in all parts of the room. Over the volume of the TV I learned why one woman thinks she has never had a relationship with a man that lasted over a year. I also heard that having a fever can kill you by frying your brain. Nice things to hear while you are eating breakfast, right?
I went down to lobby to look for the cookies I was told would be made. Instead of finding a tray of cookies, I had to go to the front desk where cookies were parcelled out as if they were diamonds.
I did not get the sense that the staff was there for the guests. Instead, the staff behaved as if the guests show up so that the staff can get paychecks. The guests are tolerated.
October 20, 2012
Rated 3.0 out of 5.0 by PJDiva It's just water, but...
I know it's just bottled water, but when I checked into this hotel, I got no acknowledgement whatsoever for being a Priority Club member. No water, no snack, no thank you very much.
So it's just water, but dang it, I've come to expect being appreciated for being a Priority Clubs member. The hotel is fine but it may have just been the clerk on duty that day. Or maybe not...noticed that this hotel is owned by a competitor hotel chain.
If you can overlook this, the hotel is up to the usual Holiday Inn standard.
October 17, 2012
Rated 4.0 out of 5.0 by Davidjmz Good visit
Staff was very helpful and friendly. Desk staff went out of their way to help me during checkin and during my stay while I was preparing for a meeting.
October 13, 2012
Rated 4.0 out of 5.0 by Laurierph Carlsbad
The hotel was very nice and the breakfast was really good. The only issue we had was with the air conditioning. We reserved 2 rooms and both had the same issue. We tried to set the fan to the ON position, but it would not stay on no matter when we did. The continued cycling of the fan off and on woke us throughout the night!! Please look into this issue.
September 29, 2012