Holiday Inn Express Hotel & Suites Raton an IHG Hotel

I had no idea how many other guests were at the hotel until breakfast. Hotel was delightfully quiet. Everything in the room worked and was clean. Manager directed to important extras—like ice, and suggested good place for dinner. Nice open field right next door to walk dogs. Deer at front door when we arrived were a plus.

Most awful place I have ever checked into. We left and requested a refund. The shower was filthy with mold on the ceiling, orange and pink stuff growing in the shower and the towels were so gross and were yellowing. To top things off, when I pulled the covers back on the bed the sheets were yellowed and there was disgusting stains on the bottom sheet. Terrible experience.

There was a mishap with the cleaning of my room. The door was left ajar while I was gone from the hotel for the day. Thankfully nothing was missing. I spoke with the front desk staff immediately. She was very apologetic and immediately recognized my concern. I checked with her the next day and learned the door was left ajar by someone being oriented to the job. I get it, mistakes happen as people learn. However, I didn't sleep well that night due to concern someone was in my room (even though I checked it thoroughly). Left me very unsettled. The front desk reception hoped I would be compensated for that night's stay given the inconvenience, poor sleep, and risk to my personal belongings. But she can't make that decision. That is up to the discretion of management. I have called multiple times to speak with the GM, left messages, and have emailed. I have never heard back in 2 1/2 weeks. I will be hard pressed to stay there again. Simply unacceptable customer service.

Original owners kept this hotel in top notch condition. Company that now owns has neglected it, carpets in halls and rooms are old and very dirty. Found hair everywhere in bathroom. Bedding is old, furniture needs to be replaced. A total upgrade is needed. Raton has few options so traveling here is not easy.

Dirty rooms, carpet filthy, hair in tub, furnishing old. Not many options in Raton, so they have a monopoly on the market. Hallways need new carpet. Staff needs training in customer service. Drive 20 minutes to Trinidad, worth the drive, how anyone gives this 4 stars amazes me.