My husband and I recently moved from Wisconsin to Arizona. We drove 3 days and planned two overnight stays along the way and Santa Rosa, NM was one of the stops. I always read reviews on hotels before booking and the reviews were telling me to stay in another large chain that was just down the street. However, I've had several really good stays in a Holiday Inn Express in other cities so I ignored the good advice online and booked here. This turned out to be a big mistake.
When I walked in the lobby to check in, I was not greeted, but instead the front desk clerk shouted "Do you have a reservation?" I said yes, and she was relived since apparently they were booked up. There was another guest checking in and while I was waiting she was chatting him up with a story and language that was inappropriate for a customer service person. I'm not offended by much but I felt this to be highly unprofessional at best.
Once checked in, the first thing we wanted to do was hit the hot tub after 10+ hours of driving and simply relax. The pool area was not clean and when we went to turn on the hot tub, it was not working. We picked up the phone to call the front desk and there was no answer. My husband went out to the desk to ask about this and could not find the clerk. He walked outside to find her smoking a cigarette outside the front doors. She basically said, "yeah, it's broken" and offered no apology.
The room itself was dirty. The sheets looked like they had not been changed and there were stains on the comforter, body hair in our bed and black streaks on the sheets. The shower had mold along the caulking and the room was dusty. We went down to our car and got the quilt out that we were carrying and used that instead.
After our trip, I did contact the Manager of the hotel via email. I was told the clerk was fired and was given an apology. She asked if there was anything else she could do. I replied that since I paid more money for the Holiday Inn and, in particular, for the hot tub which was not working, I thought we deserved a discount on the room and therefore some money back. I never heard back from her.
Given this info, I can tell you there's another chain down the street with better rates and a nicer view. Go there!! This was a huge disappointment and should be an embarrassment for the Holiday Inn Express chain which I've experienced to be of much higher quality.
- Official Description (provided by the hotel):
- Welcome to the Holiday Inn Express Hotel of Santa Rosa, NM. We are located on Historic Route 66, also near Interstate 40, and Hwy 84 and 54. We are also conveniently located near Blue Hole (Scuba Capitol of the Southwest), and minutes away from Santa Rosa Lake & state park, for boating, fishing and water skiing. Enjoy a leisurely cruise on Historic Route 66 on your way to Santa Rosa Softball Complex, Park Lake (with slide) and golf course, just miles away from the hotel. Begin your day with our complimentary hot Express Start breakfast bar (6 AM to 9:30 AM daily). Relax in our indoor heated pool & spa, or play a game of pool in our game room, or exercise in our fitness room. You will be walking from one of the most unique lobby while making your way to your room, complete with the luxurious Simply Smart Bedding and high-speed Internet in all rooms. We also have two elevators in our hotel. Come enjoy our Southwestern hospitality! ... more less
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- Also Known As:
- Holiday Inn Express Santa Rosa Hotel Santa Rosa
- Holiday Inn Santa Rosa
- Santa Rosa Holiday Inn