ComplaintsforHoliday Inn Express Glenwood Springs (Aspen Area)
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Complaint Details
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Initial Complaint
07/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Basic amenities and services of this hotel were not rendered including a clean room, working pool, suspicious smoke detector, parking lot free of trash and garage, or responsive management. We have attempted resolution without success.Business response
09/19/2024
Hello,
I'm a new manager who started in March, and I want to let you know that neither ***** nor ****** work for the hotel anymore. Im sorry to hear about your experience. As for the pool next door, thats not algae; its just painted an unfortunate green, and the lighting makes it look worse. Getting it resurfaced is one of my top Capital Improvement requests, but I assure you that the water is very clean and we test it every single day.
Regarding the room conditions, I sincerely apologize for that. There are no excuses for any of it.
While I can't negotiate deals for you to change your review, I would like to offer you one free night during the period of November 1, 2024, to March 30, 2025, with blackout dates from December 24, 2024, to January 2, 2025. Unfortunately, I cant provide a refund for past stays, especially since no one involved is here to provide another perspective. I genuinely regret that you encountered these alleged issues, and I want to express my sincerest apologies. I understand how frustrating this can be, as I've experienced similar situations from the other side.
Wishing you a great finish to the summer!
Let me know if you have any questions or need anything else.
Best,
******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.