Holiday Inn Express Roswell, Roswell

My husband and I arrived at this hotel and were treated with wonderful customer service. I have read previous reviews about minorities not welcomed. HOGWASH! My husband is African American and I am Cauc. the hotel room was MORE THAN I EXPECTED! Our room was outstanding and clean. Breakfast was hot and fulfilling. When we ended our stay and left, even though breakfast wasn't available at tht time, there was coffee and rolls ready. Great service that I booked rooms there this coming February and May of 2011.

Everyone was very friendly. All evenings except Friday April 4th, there was pink lemonade and cookies when I returned to the hotel in the evenings. Very nice touch. Jim is the Express Van driver. He drove me to my destination when I needed it, which was so very helpful because of the stressful situation that brought me to Roswell. He was always polite and friendly.

I have recently stayed at this hotel and the Hampton Inn, and I preferred this one. My room was clean and comfortable. The bed was wonderful, the A/C worked very well and the shower was great. Breakfast items were typical for HI Express, but I commented to the attendant that everything seemed fresher and better than usual. All of the staff was professional and personable. Highly recommended.

I am a Border Patrol Agent detailed to the Federal Law Enforcement Training Center at Artesia, NM. Since 02/24/2007 I have been staying in the Holiday Inn Express at Roswell as a government employee as a long-term guest. On 06/06/07 I received a letter from hotel management stating that government guest rate will be increased on their executive suites starting on 06/25/07 and their long term stay policy for housekeeping will be limited to once a week for deep cleaning, towel exchange and sheet change will be on Mondays and Fridays and parking is limited to one space per occupied room. On 06/25/07 I noticed that my room was not cleaned. I brought this to issue to the front desk. On 06/26/07 I came into my room and the room was not cleaned either. On 06/20/07 I called the assistant manager and mentioned that my room was not being cleaned and that I was getting allergies and body rash due to room conditions. She replied that hotel long-term policy had been changed and she could not do anything about it. I asked the assistant manager to speak to the hotel manager. I had a telephone conversation with the hotel manager Jill Cleveland I explained that my room had not been cleaned for several days; there was trash, insects and no clean towels. She said that according to the owner he recently changed the hotel policy and the only way I could get my room serviced everyday was if I paid the full rate of $120.00 per night. Immediately after our conversation I called Holiday Inn Guest Relations Service and filed a complaint. On 06/28/07 I had a personal conversation with Patrick Shelley owner of the Holiday Inn Express, Roswell NM. I was wearing my Border Patrol uniform and extended my hand for a handshake and in front of his front desk employee Fabian and customers Mr. Shelley refused to greet or extend his hand for a hand shake and put his hands on his lower back. I asked Mr. Shelley why my room and the other government employees’ rooms were not being cleaned. Mr. Shelley stated that he was running his hotel as a Holiday Inn Suites and that Holiday Inn Suites only get their room deep clean once per week. At that moment I corrected him and explained that I was not staying at any Holiday Inn Suites and that the hotel neon sign says Holiday Inn Express and that he was not complying with U.S. General Services Administration (GSA) regulations and Holiday Inn Express policies. Mr. Shelley stated that starting the following day my room was going to be cleaned everyday. I asked him about my co-workers room situation and he told me not to worry about them that they were not my concern and only to worry about myself. Mr. Shelley said that I did not know how to run a hotel business and that he was going to take care of me. He said that I was the only agent complaining about the rooms not being cleaned. After our conversation Mr. Shelley told me that he instructed his hotel staff not to have any contact with me. Also that I was to refer any personal questions to him personally. I strongly feel that Mr. Shelley discriminated me and other minority agents because of their skin color and race ethnicity. Anglo agents got their rooms deep cleaned during the same period. Mr. Shelley was charging the federal government the rate increase for services not rendered. In other words, Mr. Shelley was forcing agents to pay full rate and not granting the government rate so the agents could get their room service. Also, management told housekeeping employees not to service federal employees rooms. As a minimum I request the Holiday Inn Roswell to a full refund to the federal government for services not rendered on such dates. I would appreciate if Intercontinental Hotel Group take immediately actions and investigates these deceptive and discriminatory issues.

I am dumbfounded about the way this holiday Inn treats its guests. I have been here for about two months and my original rate as a long term guest has not been honored. I have been told that unless I pay more (even though I was quoted a long term rate) then, my stay will terminate without notice. I have no choice since I am an Border Patrol Instructor teaching at the Academy in Artesia. It is ridiculous that everytime I walk into the room I am looking for letters left at the table, on the bed, or even taped to my vehicle notifying me of these changes. It has gotten to the point where some of the employees are now treating us Federal Agents and even a long term guest Doctor on assignment to the local hospital in a less than respectful way. We leave the hotel before 6:00 am and don't come back until 6:00 or 7:00 pm. The only explanation we get is that the owner is the only one making these changes. The funny thing is that the same people are planning to build a new hotel right next to this Holiday Inn in order to "accomodate" more people. It is obvious that they LIKE the Government's money but feel that we do not need the daily service required. If you are planning to come to Roswell DO NOT mention Government rate because they will charge you more. I hope that my experience here is not repeated at any other Holiday Inn.

I stayed for four nights. I came down to breakfast earlier than the scheduled opening and always found hot coffee and something to eat. The rooms were large, clean and very comfortable. The staff always friendly. I found the location convenient and you could walk to many good restaurants. I wouldn't hesitate to book there again.