It's been 3 weeks since my stay, and I wanted to wait to see whether I still felt this was important enough to say after giving it a little "distance." I've realized that if I were shopping for a hotel in Las Cruces, I would have wanted to know this in advance. So, here goes.
This is a very nice hotel, on the surface. It's clean, the housekeeping staff is outstanding (¡Graçias, Maricella!), the breakfast is excellent, the front desk staff is generally friendly and helpful, the room makes a good impression when you enter it and set all your stuff down ... it seems like it's going to be a really good stay ... until you lie down on the mattress.
The mattresses are NOT what one expects from a Holiday Inn Express. They slump in the middle as though they were 20-year-old mattresses in some cheap Route 66 motel. If one were sharing the bed with someone, both would be clinging to their respective sides, trying not to slide into the middle. These mattresses are not firm or flat or supportive in any way. They're a complete "disconnect" from the rest of the room experience. I couldn't believe this ... had never had a bed experience like this in ANY other HIE.
Lying there, slumped into the middle of the mattress, I called the front desk, thinking maybe it was just this room. "Do ALL of the rooms at the hotel have the same mattress and box spring sets?" "Yes," he replied, without showing any interest in why I was asking. His response made me realize switching rooms would be of no benefit.
I looked at the mattress. It was a Sealy. And on the sewn-on tag, it said something like (and here's where I wish I would have written this down), "Not designed to be used with a foundation." Did that mean it wasn't designed for use with a box spring and should have been on a flat riser so it wouldn't break down in the middle and sag? I think the date was on the tag and the mattress wasn't more than 5 years old ... but it behaved like a mattress from the early 90s.
The point to the developer and manager of this property is: what is the point of building a hotel and sinking all that money into it, only to have the main product that people are buying from you—a good night's sleep—compromised by a substandard mattress and box springs?? To all potential travelers with back issues: THINK TWICE ABOUT STAYING HERE if sleeping on a slumped-in mattress will make you wake up with bad back pain, as it did me. Again, everything else about the room was nice, but if, when you climb into the actual bed, it magically becomes—mattress-wise— a Route 66 "dive motel" ... well, what's the point of all the nice linens covering that bad mattress?
The other issue was with the "wet area" of the hotel. I arrived at the property after a very challenging 7-hour drive in 26 degree temperatures and I was looking forward to warming up my core body temperature and relaxing in the hotel's steam room. It was broken, with a sign on it saying such, with no indication or care expressed for guests about when it might be repaired. The "second choice" for warming up, the whirlpool/spa, had SUCH BAD WATER QUALITY, one could actually SEE what looked like about a pound of human dead skin cells (and who-knows-what-else) floating in the hot, chemically soupy water. The spa SERIOUSLY needed to be drained, power-washed and sanitized, re-filled with fresh water and re-chemicalized. Whoever on staff was in charge of the wet area was REALLY dropping the ball and creating a very non-welcoming/non-HIE experience for the guests.
In short, 1) ALL this property's mattresses and box springs need to be replaced—they are at odds with and a shame to the HIE brand—and 2) management needs to get on the person in charge of the wet area. Otherwise, everything else was good. And, again, the housekeeping staff are outstanding.
My advice to management on this ... remember the bottom line is that what you're promising to your guests is a good night's sleep. And that core promise is being violated at your property by the slumpy condition of the very product at the center of that promise: your mattresses/box springs!
Sorry I didn't speak to you (manager) about this in person when I was there. I was exhausted from the drive when I arrived and finally laid down on the mattress, and very exhausted when I got up in the morning after trying to sleep a full night on it, and I was just too tired to talk with you and didn't want to leave a verbal note with the front desk staff that may or may not get to you. I felt that, after three weeks, if it were still important, I would write a TripAdvisor review for you and potential guests, as, if I were traveling to Las Cruces again, I would want to know this about the property's mattresses so I could make a decision not to stay here until you post to readers/travelers that the property's mattresses have been replaced and all has been rectified, which would make your property worth a stay once again.
Wishing you all the best. Thanks for taking the time to read and understand the importance of this. Whoever bought those mattress/box spring sets for this property all those years ago made a huge mistake and bought something not in alignment with the HIE brand promise.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 30, 2013
Report response as inappropriate
Thank you for taking the time to review your recent stay with us.
We would like to apologize for the inconvenience our mattress caused you. Currently we are working with Simmons our mattress brand to remedy the situation. Unfortunately, a specific date has not been determined yet.
We also apologize for the condition of your pool/spa area. We assure you that we maintain the pool/spa area on a daily basis.
We will pass Maricela your wonderful comments, and we thank you for your review and bringing these issues to our attention.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.