Holiday Inn Express and Suites Los Alamos Entrada Park by IHG

My husband and I were not expecting anything great, but we were happily surprised. The property and room was clean with a modern feel. In fact, we both assumed it was a new property because of how clean and efficiently laid out the room was—nice space, lots of outlets for charging devices, hooks to hang gear on, clean, nice shower, and comfy bed. We were surprised to learn that it wasn’t a new property but a very well-maintained one. The breakfast had variety and everything I chose was tasty. This was a really great place to stay on “The Hill”. Staff and front desk were really friendly and nice.

The room was great. However, the bathroom did not have a couple of items which are expected in hotel rooms: an anti-slip pad to stand on when showering and the shower / bathtub was slippery. The bathroom also did not have any separate fan or space heater.

Beds are so comfortable and Dana is the best manager and Kerry too! Give them a raise and some help! Only wish the internet was better otherwise a fantastic stay in Los Alamos! Will go back again soon and again! Thanks Dana and staff! Your service and smiles and friendly words made my stay a happy one. Housekeeping staff was great too and so accommodating.

The room was great. Very well laid out (nightstands and lamps on both sides of the bed, which isn’t always the case) and there was an adequate number of USB outlets, etc. Staff was great!

Friendly, competent staff; nicely decorated lobby; good parking and location.

We arrived around 8.45pm to an empty lobby. After waiting for 10 minutes for a member of staff I called the hotel's phone number hoping someone would answer and we would be able to check in, but there was no answer. A member of staff (the manager) showed up around 30-35 minutes after we arrived. When we voiced our disappointment with having to wait that long to check in, she told us that the room was ready for us. We were informed that they are short staffed, and that she was cleaning our room during her absence. There are two issues with this. First, standard check in is in the afternoon, so the room should have been ready hours prior to our arrival, and second - staffing issues shouldn't rub off on hotel guests, who do not get to pay less for their stay if there is no staff available. We asked to not be charged, as we wanted to stay elsewhere at this point. The manager took our concerns personally and became argumentative. When another potential guest showed up, she informed us that 'this lady will take your room, so you can leave'.

Upon checkin the hotel put a hold on my account and upon check out they insisted on charging my account again. I was double charged and they refuse to release the hold on my account. The front desk lady was rude treating me like I had no idea what I was talking about! My bank says all they have to do is release the hold and they refuse to release the hold. I asked for a managers phone number and got no response. If the hotel doesn’t release the hold I have to wait 9 days and hope the hotel releases the funds.

The gentleman at check in was so helpful and kond, then the claaning staff kindly asked if we were checking out and helped us load our things! 5 stars all around! Clean pool, great breakfast layout, and the amenities were amazing, especially with smaller kids!