There was nothing to complain about. There were pretty big thunderstorms in the area, but I never seemed to notice. Our room was quiet and restful, even though we were next to the ice machine and pool. The pool was refreshing and the hot tub was soothing, everything I would expect from a good experience. What made the experience great was Alex. Evidently, there had been cookies baked for guests, but (as revealed by my daughter's visible disappointment) they had all been eaten. This gave the front desk area an aesthetically pleasing fresh-baked smell when I mentioned this, she said she would make more and volunteered to let us know when they were ready. Shortly thereafter, I returned and asked for some towels since we would be using the pool and inquired of the pool times and for everything I addressed I had answers and towels almost as soon as my inquiry was out of my mouth. This is VERY GOOD service, IMO. While I was in the pool area the phone rang and I was informed cookies were done and I realized that not only was Alex making good on what at the time I thought was an idle promise to "let us know when she made more," but she was mindful of the guest experience at any moment even beyond what she was directly presented with. It is easy to satisfy a request as it arises, but it...There was nothing to complain about. There were pretty big thunderstorms in the area, but I never seemed to notice. Our room was quiet and restful, even though we were next to the ice machine and pool. The pool was refreshing and the hot tub was soothing, everything I would expect from a good experience. What made the experience great was Alex. Evidently, there had been cookies baked for guests, but (as revealed by my daughter's visible disappointment) they had all been eaten. This gave the front desk area an aesthetically pleasing fresh-baked smell when I mentioned this, she said she would make more and volunteered to let us know when they were ready. Shortly thereafter, I returned and asked for some towels since we would be using the pool and inquired of the pool times and for everything I addressed I had answers and towels almost as soon as my inquiry was out of my mouth. This is VERY GOOD service, IMO. While I was in the pool area the phone rang and I was informed cookies were done and I realized that not only was Alex making good on what at the time I thought was an idle promise to "let us know when she made more," but she was mindful of the guest experience at any moment even beyond what she was directly presented with. It is easy to satisfy a request as it arises, but it takes a conscientious employee to anticipate a need and satisfy it before it is requested. She is first-class. The following morning, I received more of the same. In a time when coffee and donuts is considered breakfast, this establishment offered a wide variety of breakfast foods. I have no complaint and found the food quality to be very good. The young woman who was checking to make sure the offerings were adequately supplied was also very responsive to requests and even came right to the table to inform me and my daughter that she would have more cinnamon rolls out momentarily. Evidently, she had seen there were no cinnamon rolls left after I was seated, but she had not seen that I had taken the last two. Double bonus for keeping the offerings supplied and not standing over us to check what we were eating (a small thing, but not unnoticed). When I went to check out later in the morning, who did I see? Alex working the morning shift! Upon inquiry, she had gone home, rested, and then returned to start another shift. She was still as upbeat and friendly as she had been some 11hours earlier. So I specifically remembered her name, and I asked what I could do to show my appreciation for having such a great visit. She tells me write a review. So here it is. I do not typically travel along this particular route, but my experience on this visit was of a sort that I would modify my plans so I could to stay at Holiday Inn Express in Bernalillo anytime I have need of a room in the Albuquerque and Santa Fe area. Thank you again. Sincerely, Seth Bailey. PS- I am not sure what charming and quaint are, I typically do not use those to describe a hotel, but more a bed and breakfast. This place had all the amenities of a hotel with the type of personal service one would expect form a bed and breakfast, to clarify the "not sure" responses.More
Show less