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“Very nice newer property”

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Holiday Inn Express Hotel & Suites Los Alamos Entrada Park
Ranked #1 of 4 Hotels in Los Alamos
Reviewed August 29, 2013

This is a relatively new motel. It is very clean and the rooms are quite nice. It is located in a quiet area and is off of the main highway and is close to the airport. The front desk staff were very helpful. I would stay there again.

Room Tip: Any of the rooms probably are OK.
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  • Stayed: August 2013, traveled as a couple
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Thank zned
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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104 - 110 of 160 reviews

Reviewed August 13, 2013

The bar isn't high, given the lack of competition, but it is a good hotel, and I try to stay here when visiting. Rooms are nice, though the walls could be a bit thicker. Wifi is fine, just don't plan to stream movies. Breakfast has a good range of offerings. Housekeeping is a bit slow-at almost 5 pm my room still hadn't been done. A bit of an inconvenience when you get off work early.

Room Tip: Try not to get a room facing the main road. The morning work traffic to Los Alamos National Lab is n...
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  • Stayed: August 2013, traveled on business
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Thank sdmurray
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 4, 2013

This is a very nice hie. We were greeted by friendly staff and impressed with the reception area. Our room was very spacious and very clean. The pool and hot tub were very nice and towels provided. Breakfast was good, well stocked and plenty of tables. I would recommend this hotel without a doubt. The area is lovely.

  • Stayed: July 2013, traveled as a couple
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Thank Hannah_Allen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 26, 2013

I will stay here again, but only because it's less bad than other Los Alamos hotels.

Pros: This is one of the newest places to stay in Los Alamos, so it still is in decent shape. The surroundings are quiet, especially if you are lucky enough to be in a room facing away from the highway. There is a great paved running/walking/biking path just across the highway that overlooks a beautiful canyon (even though you can still hear highway noise) The breakfast buffet is usually fine. The cons: some of the current staff seem very inexperienced, so maybe they have recently hired a bunch of new people. WiFi in the rooms is slow and intermittent, which drove me crazy (may explain why the Starbucks in town was always so packed with people and their computers). The tub/shower unit in my room (121) had lots of very visible black mold growing in it, and the drain stopper wouldn't stay open or closed so I either took a very shallow bath or a very deep shower every morning. The walls/floors/ceilings are SUPER thin, so ask for a room on the top floor at the end of the hallway. You will hear every single word your neighbor (next door, above, below) says and every nasty/crazy noise your neighbor makes. All. Night. Long.

Room Tip: Ask for a room on the third floor at the end of the hallway overlooking the canyon.
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  • Stayed: July 2013, traveled on business
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1  Thank Jen335
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Hotel & Suites Los Alamos Entrada Park, responded to this reviewResponded August 13, 2013

Dear Jen335,

Thank you for your feedback. Guest comfort and satisfaction are of the utmost concern to us and our hotel is committed to making every possible effort to provide comfortable, clean and friendly accommodations. Please accept our sincere apology for the shortcomings you experienced and we regret we did not live up to your expectations in some aspects of your stay. We truly value your comments, all the good, the bad and the opportunities to improve, as these give us the opportunity of improving the quality and services we offer.

Once again, thank you for sharing your feedback.

Sincerely,

Joel B
Case Manager
IHGCare

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Reviewed July 25, 2013

I think we may have stayed at a difficult time for staff. Most were very helpful and pleasant, but young and without authority or training/confidence to address needed issues. No management staff were available the first couple of days, and there were issues that needed more immediate attention: (We stayed there July 5-8, right after Independence Day Holiday.)

We found that in our suite, one smoke detector was completely missing, and one was hanging by its wires.
One of the air conditioners was not working well.

A minor issue, but a red flag: some dirty dishes in the cupboard.

When a manager became available, he very courteously and competently handled the air conditioner (a sensor location problem) and installed a replacement for the missing smoke detector and assured us the other one was working, though dislodged from its mounting.

As far as the suite, it was nice and spacious and comfortable. The safety and maintenance issues and the management availability/staffing were the main concerns.

I did feel that for the price we were paying, we should have had a first-rate experience. We had a suite and a regular hotel room for four nights, so we were giving the hotel a good bit of business and would expect a much better quality for our investment.

However, that being said, we will give them another chance. Perhaps, as I said, we caught them at a really bad time in terms of staffing.

Room Tip: Do ask if there are any outdoor concerts planned; when we arrived, after many hours of travel and f...
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  • Stayed: July 2013, traveled with family
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2  Thank worldtravelinggrandm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Hotel & Suites Los Alamos Entrada Park, responded to this reviewResponded August 10, 2013

Dear worldtravelinggrandm,

Thank you for staying with us and taking the time to provide feedback. It was good to read you found the suite commendable. It is also good to see that our staff was able to address the issues you encountered during your stay. However, I apologize for any inconvenience you may have experienced due to the room amenities and maintenance service. Rest assure your comments are valued and aid in the improvement of our services and amenities.

Thank you again for having been our guest. We hope that you will give us another opportunity to serve you should your travels bring you back our way.
Sincerely,

Zelyn N
Case Manager
IHGCare

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 23, 2013

Stayed in a King room that turned out to be handicap accessible; though not needed for us, we kept it. The property is relatively new (built within ~ the last 4 years), yet we discovered flaws in security, workmanship, maintenance, & service that were note-worthy. Here is the list:
1. Front desk agent left desk unattended and two stacks of guest hotel folios (receipts) on the front desk right next to a sign that says they are away and to dial 401 for assistance. Were I being criminal, I could have walked out the door with any of them, seen who was there, gotten their booking addresses, seen their bills, noted their room numbers and what was charged, how long they stayed--a total lapse in security. I shared this event with the hotel desk staff.
2. In our room were several issues in bath mostly, and a few in room.
a. Bath: there was a vent over the toilet, but no operable fan.
b. Bath: the sink center-set faucet was off its mount.
c. Bath: the tub spout was loose and spun around; caulking was already broken * needs repair.
d. Bath: tub stopper did not function & removed even while hotel staff said it was not supposed to remove. Had to purchase a stopper at a local store to take a bath. No adjustments to bill offered.
e. Bath: in particular for a handicap accessible room, the shower head is located ~7 feet off the floor, requiring people who cannot reach that high to climb for adjustments to spray pattern and direction of water flow. Recommended slide-rail hand-showers.
f. Bath: the shower curtain did not secure to the shower wall at grab bar location between the faucet handle and shower head, and water sprayed onto floor, creating a mini-flood, time sopping up, and soaking wet towels for housekeeping to face.
g. Bath: the hot water was not hot; at 9A it was warm with the handle set to the hottest position. If you expect a little more than warm for bathing, you will be disappointed.
h. Bath: space is available on wall behind door and next to shower for robe/towel hooks, yet none are there, and one is found across the room, between the toilet & sink. This requires travel and navigation across the room from the shower and around the toilet to get to what's on the hook. Recommended adding hook(s) next to shower.
i. Room: one of the bedside table lamps did not work. Upon close inspection, the unit was unplugged from the wall. Attempted to plug in, and didn't work. Front desk said that is because the outlets have a protection mechanism on them that is difficult to operate, but can be done with force. Recommended housekeeping ensure room was fully ready prior to arrival.
j: Room: the curtains are located directly over the air handling unit. The result is that when using a/c or heat, the air blows behind the curtains and into the window sill area rather than into the room. The workaround is to have the curtains open or, since they have some weight in them, sit them up onto the sill and out of the vent-flow area.
k: Room: the wall switches at entry are confusing. 2 are on the wall next to the door as usual, and one marked "Master Switch" was on the wall a foot away. We turned the two next to door and nothing happened; then we tried the master on the next wall since it was off. Then we saw an alarm light go off; so we turned all off except the master and started again. Great fun. Took overnight to learn that 1 of the 2 switches at the door is for an alarm called a "sympathy" system that is presumably for calling for help. What would have made a difference was to have this switch marked, so alarms would not be going off at the front desk unless actually help was requested.
3. Worthy of a submission to the Tonight Show with Jay Leno, someone removed letters from a notice on the door to the Pool. It would otherwise say, "No food or glass in pool area. No exceptions!!!" but actually says, "No food or a s s in pool area. No exceptions." This will be worth a chuckle, perhaps, and at least a few conversations if you are or have a young person along. I shared this with the hotel front desk staff, and they said they were aware but did not have a plan for making repairs on the message.

I also shared most of these issues with the front desk and they said they would communicate them to the manager. They also said the manager was not there and had called to say she would not be coming in that day. Sounded like flaky management.

On the positive side, the room was spacious and quiet, had nicely appointed furnishings, and breakfast was pleasant and fulfilling for typical hotel breakfasts. But be prepared for the housekeeping staff to show up to start their morning shift and hit the breakfast buffet before they work, and mope around as a gang in the dining area like children resisting going to school, gossiping in Spanish. And if you happen to walk down the hallway that has the laundry room, they'll likely all be in there together with the door propped open, talking loudly--yes this actually happened--as if we all could join in, fold towels, and catch up on the latest "news" of northern New Mexico.

In short, some hits and some big misses that would cause me to think twice about staying at this property again until they bring the level of maintenance, workable features, and service up. And certainly not worth $120, $115, or even $87 a night. At least this time they had a phone at the front desk with a note to call for help when the desk attendant was away, and help came immediately. Last time I was at this hotel, there was no such way to reach anyone, and a person could stand for a long while at the front desk, call into a back room and get no service.

  • Stayed: July 2013, traveled with family
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1  Thank Mike B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Hotel & Suites Los Alamos Entrada Park, responded to this reviewResponded August 12, 2013

Dear Mike B,

Thank you for taking the time to convey your comments regarding your recent experience with us. We highly value views, opinions and feedback from our guests, as this allows us to constantly improve the service we provide.

Our goal is to ensure that all our clients leave satisfied and we try our best to fulfill all our guest requests. I apologize for the shortfalls during your recent stay with us. We constantly strive to provide an environment of comfort and value to our guests, therefore, we are sincerely concerned when we fall short of your expectations. I have taken note of your valuable comments and will use these to monitor and improve the quality of services we offer to our guests.

Your experience is definitely not reflective of the high standards we usually pride ourselves with. As such, your comments will be forwarded to the ownership of the hotel to take into consideration for future improvements where possible. While we understand that your stay was not 100% satisfactory, we would hope that you would give us another chance to make your stay as best as it can be.

Sincerely,

Dhan M
Case Manager
IHGCare

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 23, 2013

Helpful friendly staff, housekeeper cleaned our room before noon, nice breakfast, daily papers, well maintained (it is new)
Best of all were the beautiful sunrises over the mountains each morning. I would choose this lodging on our next rip to Los Alamos.

  • Stayed: July 2013, traveled on business
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Thank sbfrost
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Holiday Inn Express Hotel & Suites Los Alamos Entrada Park

Address: 60 Entrada, Los Alamos, NM 87544-3346
Phone Number:
Location: United States > New Mexico > Los Alamos
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 4 Hotels in Los Alamos
Price Range: $96 - $148 (Based on Average Rates for a Standard Room)
Hotel Class:2.5 star — Holiday Inn Express Hotel & Suites Los Alamos Entrada Park 2.5*
Number of rooms: 86
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Holiday Inn Express Hotel And Suites Los Alamos Entrada Park

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