Exterior

Reviews of Holiday Inn Express & Suites Montrose - Black Canyon Area, an IHG Hotel

2.5 out of 5

Reviews

8.4

Very Good

Rating 10 - Excellent. 476 out of 1001 reviews" "
Rating 8 - Good. 338 out of 1001 reviews" "
Rating 6 - Okay. 117 out of 1001 reviews" "
Rating 4 - Poor. 44 out of 1001 reviews" "
Rating 2 - Terrible. 26 out of 1001 reviews" "

8.8/10

Cleanliness

8.8/10

Staff & service

8.4/10

Amenities

8.6/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Eugenie

Liked: Cleanliness, staff & service, property conditions & facilities
Clean
Stayed 1 night in Apr 2024
Response from GM on Apr 21, 2024
Dear Eugenie, Thank you for taking the time to write a review. I’m pleased to learn that your stay was enjoyable and you found our hotel clean. We appreciate your compliments and humbly request a return visit. Best, Marcie Giles, GM

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The front desk person that checked me in was very helpful and nice. Made a huge difference in what had been a very stressful day!
Stayed 1 night in Apr 2024
Response from GM on Apr 17, 2024
Dear Julie, It is fantastic to know that our friendly and efficient service contributed to a five-star experience. We appreciate your kind words and your patronage. Hosting you was a pleasure, and we hope to do so again soon. Best, Marcie Giles, GM

10/10 Excellent

Geraldine

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A much safer place to stay
Stayed 2 nights in Mar 2024
Response from GM on Apr 16, 2024
Dear Geraldine, It was kind of you to take the time to review our hotel. I’m glad you enjoyed your visit and felt safe with us. We appreciate your choosing Holiday Inn Express & Suites and hope to host you again. Best, Marcie Giles, GM

10/10 Excellent

Laura

Liked: Cleanliness, amenities, property conditions & facilities
Awesome
Stayed 1 night in Apr 2024
Response from GM on Apr 14, 2024
Dear Laura, It was kind of you to take the time to review our hotel. I’m glad you enjoyed your visit. We appreciate your choosing us and hope to host you again. Best, Marcie Giles, GM

8/10 Good

Wendy

Liked: Cleanliness, staff & service, property conditions & facilities
Good
Stayed 1 night in Apr 2024
Response from GM on Apr 15, 2024
Dear Wendy, We appreciate you taking the time to let us know you enjoyed your visit. Thank you for choosing us. Best, Marcie Giles, GM

10/10 Excellent

Frances

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean and pleasant stay
Stayed 2 nights in Apr 2024
Response from GM on Apr 14, 2024
Dear Frances, It's lovely to know you enjoyed your stay. Thank you for your time in sharing a review and we hope to see you again. Best, Marcie Giles, GM

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent place to stay for the week! Very clean and professional staff. Parking lot is a little bit odd and sort of small, but we were always able to park.
Stayed 1 night in Mar 2024
Response from GM on Apr 1, 2024
Dear David, Offering clean accommodations and professional service are core goals of the staff, so it is great to hear that we delivered. Your feedback is very much appreciated. Thank you for staying at our hotel, and please come see us again. Best, Marcie Giles, GM

6/10 Okay

Kevin

Disliked: Staff & service, amenities, property conditions & facilities
Front desk staff was veery slow to greet and get checked in - more engaged with their personal conversations. Upon checking in, had issues and someone had already checked me in through the system, and then later had another guest at hotel assigned to my room that tried to enter while I was in the room. Very disappointing experience.
Stayed 1 night in Mar 2024
Response from GM on Mar 27, 2024
Dear Kevin, Thank you so much for taking the time to share your review. We strive to leave all our guests with a positive impression through exceptional service; I apologize for letting you down. Your feedback is important to us as it demonstrates how a simple mistake on our part can tarnish a guest’s opinion of our hotel. I will share your reflections with our team, and we hope you will consider a return trip in the future. Sincerely, Marcie Giles, GM

10/10 Excellent

david

Liked: Cleanliness, staff & service, property conditions & facilities
very good
Stayed 6 nights in Mar 2024
Response from GM on Mar 16, 2024
Dear david, Thanks for letting us know you enjoyed your visit. We appreciate your patronage! Best, Marcie Giles, GM

10/10 Excellent

Shawn

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy
Stayed 1 night in Feb 2024
Response from GM on Feb 26, 2024
Dear Shawn, Thank you for rewarding us with a 5 out of 5 review. We value your feedback and hope to welcome you again soon. Thank you for choosing our hotel. Best, Marcie Giles GM

2/10 Terrible

Kathleen

Stayed 1 night in Feb 2024
Response from GM on Mar 21, 2024
Dear Kathleen, I'm sorry that you felt compelled to rate us so poorly. We strive to provide every guest with an exceptional stay, but unfortunately, we have let you down. Thank you for being our valued guest, and we hope to serve you better on a return visit. Sincerely, Marcie Giles, GM

8/10 Good

Don Geriko

Traveled with partner
Liked: Cleanliness, property conditions & facilities
Good hotel without breaking the bank
Stayed 3 nights in Feb 2024
Response from GM on Feb 16, 2024
Dear Don Geriko, Thank you for choosing our hotel and for taking the time to write a review! We are so glad you enjoyed our accommodations and excellent overall value. Our hotel aims to provide a great experience. We look forward to welcoming you back to our hotel in the future. Best, Marcie Giles, GM

6/10 Okay

Claudia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from GM on Feb 9, 2024
Dear Claudia, Thank you for choosing to stay with us and for providing your valuable feedback. We hope to have the opportunity to impress on a return visit. Sincerely, Marcie Giles, GM

8/10 Good

Justin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from GM on Feb 8, 2024
Dear Justin, Thank you for the great review. It was our pleasure to host you, and we hope to do so again soon. Best, Marcie Giles, GM

6/10 Okay

CHRISTOPHERTIMOTHY

Stayed 1 night in Jan 2024
Response from GM on Mar 21, 2024
Dear CHRISTOPHERTIMOTHY, Thank you for choosing us. Our goal is to exceed our guests’ expectations, so I regret that your visit was just okay. We appreciate the feedback and hope to host you again. Sincerely, Marcie Giles, GM

10/10 Excellent

Tasha

Traveled with pets, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wendy is a great example of a team player that makes this hotel work consistently.
Stayed 2 nights in Jan 2024
Response from GM on Jan 29, 2024
Dear Tasha, Thank you for taking the time to write such a wonderful review. Our team is always committed to ensuring that our guests have an exceptional experience, and we're delighted to hear that Wendy went above and beyond to make your stay memorable. We will definitely pass on your compliments to her and share your feedback with the rest of our team. We look forward to welcoming you back soon! Best, Marcie Giles, GM

10/10 Excellent

RICHARD

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice place, would stay again
Stayed 1 night in Jan 2024
Response from GM on Jan 21, 2024
Dear RICHARD,It is wonderful to hear that your experience was so great that you would stay with us again! I will pass your kind feedback along to the entire staff, as our team here works hard to make our guests feel comfortable. Thank you for your patronage, and please come back soon.Best,Marcie GilesGeneral Manager

10/10 Excellent

Tim

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from GM on Jan 29, 2024
Dear Tim, We humbly thank you for staying with us and for recommending our hotel. We look forward to your next visit. Best, Marcie Giles General Manager

10/10 Excellent

Kimberly

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Delighted
Great room, comfortable bed and nice linens. Hot tub was very clean. Service was excellent.
Stayed 1 night in Jan 2024
Response from GM on Jan 19, 2024
Dear Kimberly, Your flattering review is music to our ears! Thank you so much for choosing Hotel Inn Express & Suites Montrose - Black Canyon Area and letting other travelers know what an exceptional stay you had. Hosting you was our pleasure, and we hope to welcome you back again soon. Best, Marcie Giles, GM

10/10 Excellent

Amy

Liked: Property conditions & facilities
Stayed 1 night in Jan 2024

10/10 Excellent

Maria

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from GM on Jan 16, 2024
Dear Maria, We appreciate you taking the time to let us know you enjoyed your visit. Thank you for choosing us. Best, Marcie Giles, GM

10/10 Excellent

Manfred

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely stay. The breakfast was the best since we've been in the USA. Special thanks to Jamie for extra attention to detail and great service.
Stayed 1 night in Jan 2024
Response from GM on Jan 11, 2024
Dear Manfred, We are thrilled to hear that you had a first-rate experience at the Holiday Inn Express & Suites Montrose - Black Canyon Area. I can assure you that hosting you was our pleasure, and we hope to welcome you back again soon. Thank you for choosing us! Best, Marcie Giles, GM

10/10 Excellent

James

Stayed 1 night in Jan 2024
Response from GM on Jan 11, 2024
Dear James, Thank you for this flawless rating. We enjoyed hosting you and hope to do so again soon. Best, Marcie Giles, GM

8/10 Good

Monica

Nice stay, kind of wished there was a fruit bowl for breakfast and more gluten free options.
Stayed 1 night in Jan 2024
Response from GM on Jan 9, 2024
Dear Monica,We are happy to hear from you and value your kind review. It is encouraging to know that your stay was enjoyable; we work hard to provide a pleasant experience. Your comments, including recommendations for improvement, are welcomed. We appreciate being a part of your trip.Best,Marcie GilesGeneral Manager

8/10 Good

Greg, Reno

Stayed 1 night in Dec 2023

8/10 Good

traxcy

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My only negative comment would be that when we checked in there was nobody at the desk, waited ( thinking she was taking a cigarette break) and then later we needed another key and she wan not at desk again. Other then that the room was great, bed was comfortable and your breakfast was one of the best breakfast I’ve had at a hotel:)))) the attendant was great, area was clean, fresh food and coffee. We will definitely be back:)
Stayed 1 night in Dec 2023
Response from GM on Jan 9, 2024
Dear traxcy,We love hearing guests say that they would stay with us again! Thank you for your feedback and for giving us some areas of improvement. We strive to be the best hotel in the area, and our guests help us achieve that goal by sharing their thoughts about our hotel. Please find a reason to visit again soon.Sincerely,Marcie GilesGeneral Manager

10/10 Excellent

Mallie

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Dec 2023

8/10 Good

Diana

Stayed 1 night in Dec 2023
Response from GM on Jan 19, 2024
Dear Diana, Thank you for the positive review. It was our pleasure to host you, and we hope to do so again soon. Best, Marcie Giles, GM

10/10 Excellent

Angela

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed here while visiting family. The staff were very polite and helpful. They have a very nice lobby/ sitting area. Hotel was quiet which was perfect for us. We enjoyed our stay and will plan to stay here again for our next visit.
Stayed 3 nights in Dec 2023
Response from GM on Feb 8, 2024
Dear Angela, I can't tell you how much we value your review and recommendation of our Holiday Inn Express and Suites. Thank you for choosing our hotel while visiting Montrose and letting other guests know how much you enjoyed the property. Please find a reason to come back again soon! Best, Marcie Giles, GM

4/10 Poor

Robert, Crested Butte

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities
Hair on the towels and in the shower.
Stayed 1 night in Dec 2023
Response from GM on Dec 28, 2023
Dear Robert, I’m sorry the cleanliness of your bathroom was not up to our high standards; I have taken note. I appreciate you sharing your sincere review with us and other travelers; this allows us to improve future stays. Our team strives to be your hotel of choice when in the area. Sincerely, Marcie Giles, GM

10/10 Excellent

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023

8/10 Good

Albert

Traveled with family
Liked: Staff & service, property conditions & facilities, room comfort
Disliked: Cleanliness
room smelled a bit smoky
Stayed 1 night in Dec 2023
Response from GM on Dec 24, 2023
Dear Albert,Thank you for sharing your kind and informative feedback regarding your experience with us! We're pleased to know you were primarily satisfied with your stay; however, we apologize that an odor of smoke was detected. We hope this will become the first of many visits.Best,Marcie GilesGeneral Manager

6/10 Okay

Kennedy

Disliked: Staff & service
$200 Period Fee
The rooms are normally a great value for the price you pay, the staff are friendly for the most part, and the complimentary breakfast is really good. However, Upon checking out, we were told that we couldnt have final receipt because their system was down and then we got a surprise charge of $200.00. When we called to inquire about the fee, the receptionist on the phone told us it was a cleaning fee but couldnt tell us what the fee was for and that the manager would call us back to tell us what the fee was for. Before we heard back from the manager, I asked the receptionist what a typical reason/situation a customer gets charged a cleaning fee and she said that it is in cases where there is torn items or in one incident a guest punched a TV. The manager called me back and left a voice message to let us know that the $200 cleaning fee was charged because I got my period in the middle of the night and bled on the sheets and some towels. I would never imagine a bodily function would be penalized the same way as a person punching a TV. I will pay more money to not stay at this hotel again.
Stayed 3 nights in Dec 2023
Response from GM on Dec 30, 2023
Dear Kennedy,Thank you for staying with us. We appreciate your feedback and have been in contact with you regarding your stay.Sincerely,Marcie GilesGeneral Manager

6/10 Okay

Lee

Not much to say, cleanliness is what a person should expect
Stayed 1 night in Dec 2023
Response from GM on Dec 16, 2023
Dear Lee,We sincerely regret your experience. This is definitely not up to our standards. I have taken note and wish to thank you for all your valuable comments regarding the cleanliness of the room. Your feedback is of great importance and allows us to monitor and improve. Thank you for staying with us.Sincerely,Marcie GilesGeneral Manager

10/10 Excellent

Gary

Traveled with partner
Liked: Staff & service, amenities, property conditions & facilities
Pricing can be really high which makes us choose a different hotel. When the price is right, we choose this hotel. 😊
Stayed 3 nights in Dec 2023
Response from GM on Dec 16, 2023
Dear Gary,We are so glad that you enjoyed your stay. We do our very best to keep our rates competitive and market-appropriate. Thank you for staying with us, and we hope to host you again soon.Best,Marcie GilesGeneral Manager

10/10 Excellent

Tasha

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from GM on Feb 8, 2024
Dear Tasha, Fantastic! We are so happy that you had a great stay and we hope to welcome you back soon. Best, Marcie Giles, GM

6/10 Okay

Rebecca

Liked: Cleanliness, staff & service, property conditions & facilities
Not impressed
Room was clean. Bed was not comfortable at all, felt like an old spring mattress. No coffee at breakfast. When we left and got to the parking lot we discovered someone had tried to break into our truck. When we let the front desk clerk know her response was "Oh I'll make a note of it".
Stayed 1 night in Dec 2023
Response from GM on Dec 11, 2023
Dear Rebecca, We appreciate your business and the fact that you took the time to write a review. I apologize that your experience was negatively affected by some things that we could have done better and some things that were completely out of our control. Even though we thoroughly prepare to deliver a great stay to every guest, sometimes it just doesn't go the way we planned. Thank you for praising the cleanliness of your room. We hope to have the opportunity to provide you with a better stay on a future visit. Sincerely, Marcie Giles General Manager

2/10 Terrible

Travis

Stayed 1 night in Dec 2023
Response from GM on Dec 30, 2023
Dear Travis,Thank you for choosing us. Our goal is to exceed our guest's expectations, so I regret that you did not enjoy your visit. We appreciate the feedback and hope to serve you better in the future.Sincerely,Marcie GilesGeneral Manager

8/10 Good

George

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from GM on Dec 9, 2023
Dear George,We appreciate your high recommendation and welcome you to settle in again anytime.Best,Marcie GilesGeneral Manager

4/10 Poor

JR

Stayed 1 night in Dec 2023
Response from GM on Dec 9, 2023
Dear JR,Thank you for your kind review. We apologize for not meeting every expectation and hope to welcome you again.Sincerely,Marcie GilesGeneral Manager

8/10 Good

Greg

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023

4/10 Poor

Eva

Business traveler
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
They stated the hot tub worked, but it didn't and the rooms had no working fans.
Stayed 2 nights in Nov 2023
Response from GM on Nov 30, 2023
Dear Eva, It’s important to our entire team that all our visitors feel comfortable, so I’m very sorry that you did not enjoy your stay due to maintenance problems. We hope to serve you better should your travels bring you back to the area. Thank you for staying with us. Sincerely, Marcie Giles General Manager

8/10 Good

David

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This property enjoys a great location; right next to Safeway for food and gasoline and also Wells Fargo Bank. The pool looked clean, the lobby was inviting. The breakfast was not resupplied often enough and the bath tub in room 318 is looking worn, could be replaced. The room was clean and in good condition.
Stayed 2 nights in Nov 2023
Response from GM on Nov 30, 2023
Dear David, We appreciate your choosing us and are glad you enjoyed your visit thanks to our superb location and clean facility. Your comments, especially areas for improvement, are welcomed as they foster change for the better. Thank you for taking the time to share your review and we hope to host you again. Best, Marcie Giles General Manager

8/10 Good

Tammara

Traveled with partner
Liked: Staff & service, property conditions & facilities
Jamie, the evening guest services agent at the front desk, was so pleasant and helpful during our stay. We couldnt get out tv to work and she called maintenance, on Thanksgiving day, to get it fixed. She worked the breakfast buffet and was constantly stocking the buffet and cleaning up. Well done!
Stayed 3 nights in Nov 2023
Response from GM on Nov 28, 2023
Dear Tammara, Thank you for your great review. Our associates are always ready to go above and beyond to make our guest's stay memorable. We will certainly let Jamie know that she left a wonderful impression on you and share your review with the rest of our team as well. Please come see us again soon! Best, Marcie Giles General Manager

6/10 Okay

Brian

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel is dated but clean. The bed was very hard and uncomfortable and the breakfast is pretty lame. The pancake machine was broken, same as it was when I was there a year before. No juice and same sparse options every morning.
Stayed 3 nights in Nov 2023
Response from GM on Nov 28, 2023
Dear Brian,I'm sorry to hear that not every aspect of your stay met your expectations. We improve our offerings through our guests' feedback and yours is appreciated. We can't thank you enough for your business and hope to better serve you in the near future.Sincerely,Marcie GilesGeneral Manager

6/10 Okay

Sierra

Traveled with family
Liked: Amenities
Disliked: Staff & service
Breakfast was a busy every single day! (We stayed 4 nights.) Either there was a 20 minute wait for food to come out, or the food that was available was burnt (omelets) or undercooked (biscuits). The pancake machine was out of order the entire time. They were out of most all juice, the cranberry that they did have was completely watered down you could hardly tell what it was. Twice there was no oatmeal. All the staff had were excuses, there was no apology or what I would call customer service. Twice had to wait for coffee, and there was no cream available one day. Very disappointing. Hot breakfast is why we choose Holiday Inn Express. Worst I have had, every single day.
Stayed 4 nights in Nov 2023
Response from GM on Nov 30, 2023
Dear Sierra, Thank you for your review. I'm so sorry to hear about the unfortunate experience you had at breakfast, and I would certainly never want to leave you with a poor impression. Please know that your comments are being addressed with our team, and additional steps will be taken to ensure we're doing all we can to serve our guests. We hope you'll consider staying with us again. Sincerely, Marcie Giles General Manager

8/10 Good

David

Liked: Cleanliness, staff & service
Property is a bit dated. My room was very clean, adequate space. Staff was friendly and helpful. Breakfast was good. I would stay here again.
Stayed 1 night in Nov 2023
Response from GM on Nov 28, 2023
Dear David,We love hearing guests say that they would stay with us again! Thank you for your feedback and for giving us some areas of improvement. We strive to be the best hotel in the area, and our guests help us achieve that goal by sharing their thoughts about our hotel. Please find a reason to visit again soon.Best,Marcie GilesGeneral Manager

10/10 Excellent

Mike

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
So far so good
Stayed 1 night in Nov 2023
Response from GM on Nov 27, 2023
Dear Mike, Thank you for your high marks and kind words. We look forward to welcoming you back someday! Best, Marcie Giles General Manager

8/10 Good

Robert Bruce

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property is difficult to get into (parking area) if unfamiliar with area.
Stayed 1 night in Nov 2023
Response from GM on Nov 24, 2023
Dear Robert Bruce, It is always a pleasure to see that our guests enjoyed their stay with us. Thank you for taking a moment to review your experience and share some insight on how we can improve our offerings for future guests. We appreciate your feedback and hope to welcome you back soon. Best, Marcie Giles General Manager

10/10 Excellent

Rebecca

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was wonderful!
Stayed 1 night in Nov 2023
Response from GM on Nov 24, 2023
Dear Rebecca, Glad to hear it! Thank you for taking time out of your busy day to let us know that you enjoyed yourself at our Holiday Inn Express & Suites. We strive to provide a great experience and appreciate your kind words. Best, Marcie Giles General Manager