Holiday Inn Express Socorro by IHG

Overall this property is a no frills , no extras hotel. Rooms were average, breakfast was good, but the staff was very friendly. I would stay again.

Very clean and friendly staff

A Disappointing and Unprofessional Experience with Customer Service at Holiday Inn Express Socorro I have been a loyal IHG Rewards member for 15 years and have consistently had positive experiences at Holiday Inn Express locations—until now. The level of unprofessionalism and outright dismissive customer service I encountered before even arriving at the Holiday Inn Express in Socorro, New Mexico, was beyond unacceptable. In December, I booked a reservation at this location, but the staff member who assisted me mistakenly set it for the same day instead of the correct date two months later. Unfortunately, I didn’t catch this error immediately. When I later realized the mistake and called to rectify the situation, I was met with outright refusal to help, a lack of professionalism, and a complete disregard for customer service standards. Compounding the issue, on Wednesday, February 12, 2025, I attempted to contact the hotel to address the reservation problem, but their phone systems were down for nearly 24 hours. While I understand that technical issues can occur, this outage significantly hindered communication and added to the stress and complexity of the situation. When I finally reached the front desk representative, she refused to let me speak with a manager and flatly stated that I would not be refunded for the no-show charge. When I requested that my reservation be corrected, she initially refused—only to suddenly change her stance after I mentioned escalating the issue to IHG corporate. This alone was troubling, but her behavior quickly escalated. She accused me of being “entitled” and “rude”, which could not be further from the truth. I never raised my voice, never used inappropriate language, and was seated in front of a colleague who was listening to the entire conversation and can confirm my professionalism. When I mentioned that my colleague was listening, she dismissively responded, “Well, he’s going to be on your side anyway,” rather than addressing the issue professionally. After considerable back and forth, she reluctantly rebooked my reservation—only for it to mysteriously disappear from the system the next day. Whether this was an act of spite or further incompetence, it is simply inexcusable. This experience occurred before I even set foot in the hotel, and I have never encountered this level of dismissiveness and hostility from an IHG property before. I do not believe one unprofessional employee is necessarily representative of an entire hotel or brand, but this experience severely tarnishes my trust in this location and, by extension, IHG’s standards for customer service. While I have no desire for this individual to lose their job, it is abundantly clear that they should not be working in a role that requires direct customer interaction. At this point, the only way I would ever consider staying at this location is if I were assured that this staff member was no longer employed there and that the management had taken steps to improve its professionalism. Until then, I will actively avoid this hotel and strongly caution others to do the same unless significant improvements are made.

Large room. Quiet, comfortable and I felt safe. Staff was friendly and helpful. Breakfast was good with several choices

Na

Room was very clean and comfortable

Breakfast wasn't that great. Not terrible, but pretty basic