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          Holiday Inn Express & Suites Colorado Springs AFA Northgate has 1 locations, listed below.

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            Business ProfileHoliday Inn Express & Suites Colorado Springs AFA Northgate

            Hotel Consultants

            Contact Information

            9856 Federal Dr

            Colorado Springs, CO 80921

            Visit Website
            (719) 284-0000

            Customer Reviews

            1/5

            Average of 1 Customer Reviews

            Read ReviewsStart a Review

            Customer Complaints

            1 complaints closed in last 3 years

            0 complaints closed in last 12 months

            Read ComplaintsFile a Complaint

            BBB Rating & Accreditation

            C+

            This business is not BBB Accredited

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            Business Details

            Location of This Business
            9856 Federal Dr, Colorado Springs, CO 80921
            BBB File Opened:
            8/16/2021
            Read More Business Details and See Alerts

            Customer Complaints

            1 Customer Complaints

            Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

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            Most Recent Customer Complaint

            07/07/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            On 6/29/2022 I had reconstructive surgery and opted to stay at a hotel to rest. I stayed at Holiday Inn ************************************************* Colorado Springs AFA Northgate that is just a few miles from my home for convenience. Upon arrival the room was not clean but I was just recovering from anesthesia and did not desire to complain. I DID take photos. I stayed at this hotel from 6/29/2022 through 7/2/2022. I brought my own linen and did not so much as use the coffee maker. The refrigerator was not functional and I called to have it looked at the second day without issue. After checking out, I was charged a fee of ****** for the stay, and then an ADDITIONAL FEE was hand entered for ******. I called the hotel thinking it was fraud. They informed me it was a smoking fee! I told them I do not smoke, I was recovering from surgery AND I am a dental hygienist. I DO NOT SMOKE. I have a boss and a family that will attest to it! I tried to contact the manager for 2 days and finally spoke with her and she informed me that she could not believe me and everyone claims they did not smoke in the room. She hung up on me and said, "go ahead and fight it"! And continued to inform me that it was not only smoking, but marijuana! At this point I was speechless. How could I be confused if I didn't even know this?! They have accused and charged me for something I am not guilty of, and do not even consume tobacco or marijuana either one. Maybe a possible mix ** in rooms? Maybe a possible employee smoked in the room? I do not know, but I DID NOT. I called back and asked her for proof and she hung up again. She said she did not believe me and could not believe why I would stay there with my reported cleanliness photos as well, but also refused to let me come show them to her. I am highly insulted and while I understand business practice, I did not do the accused actions!! I would like a refund of the $****** they charged me for an obvious error in judgment or room number!

            Customer Reviews

            1 Customer Reviews

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            Most Recent Customer Review

            Jeffrey A

            01/25/2022

            My wife and I got bitten up by bed bugs while she was 7 months pregnant! lifted a corner of the bed upon checkout to notice it all riddled with bedbug feces/blood stains,After checkout, we called a physician and showed my wife's bites and the doctor's first inclination was bedbugs given the number and lines formed by the bites. It is at this time we did more research and came to the conclusion it was most likely bed bugs. Upon arriving home, my wife and I decided to play it safe and throw out our luggage- We had not heard back from a manager or anyone for that matter regarding our issue so I called several times to speak with a manager with no luck. Finally, after 5 days, I was able to speak with a manager, ******. On that first conversation with her, she told me that she was not aware of our complaint and it was the first time she was hearing of it- she even asked us to describe the attendant that checked us out to confront her. At first ****** appeared a little skeptical of our findings so she said she would check the room herself and call me back. She called me back within 15 minutes (we have call logs to prove this- and it was on a recorded line) and confirmed that upon inspection of the room, she saw signs of bedbugs. She said that with her 20 years of experience in the hotel business she was able to tell right away- she apologized profusely and said she would call the exterminator immediately to take care of the issue and send us a report. She offered us ******* hotel rewards points for our trouble.Initially, ****** was sympathetic and gave me her contact info. Then, all of a sudden she became unreachable. She finally emailed back stating that she had actually heard of our complaint the day we checked out and therefore had "promptly" addressed the issue - A BOLD LIE - She also stated that their exterminator's report came back negative which she never sent and most likely will lie about. To this day, no report. My guess is superiors told her to ignoreme

            Holiday Inn Express & Suites Colorado Springs AFA Northgate Response

            01/26/2022

            This is an untrue statement. The guest was refunded for the entire stay. The room was inspected and the report came back negative. ********** wanted the Hotel to pay for inspections that were not needed. I corresponded with ********** daily. However, that was not enough. Per his request we refunded the entire stay. We honored his request and refunded the money promptly.

            Local BBB

            BBB of Southern Colorado

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