Exterior

Reviews of Holiday Inn Express Carlsbad, an IHG Hotel

2.5 out of 5
Holiday Inn Express Carlsbad, an IHG Hotel
2210 W Pierce Street, Carlsbad, NM

Reviews

8.6

Excellent

Rating 10 - Excellent. 197 out of 397 reviews" "
Rating 8 - Good. 125 out of 397 reviews" "
Rating 6 - Okay. 45 out of 397 reviews" "
Rating 4 - Poor. 21 out of 397 reviews" "
Rating 2 - Terrible. 9 out of 397 reviews" "

8.8/10

Cleanliness

8.8/10

Staff & service

8.4/10

Amenities

8.6/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

6/10 Okay

Anthony

Travelled with family
Liked: Staff & service, property conditions & facilities
We checked in and found our room had not been serviced. It was a mess. They upgraded us to a suite at no extra cost, but it was a hassle to move our bags to two different rooms. Breakfast was 'ok', but the juice machine was broken.
Stayed 1 night in Apr 2024
Response from MP - Guest Relations Manager on 8 Apr 2024
Hello Anthony, Thanks so much for sharing your experience with us. We want you to feel comfortable sharing good or bad news with us. I'm so sorry that your experience with us fell short of expectations. I also want to thank you for giving us a chance to make things right.

10/10 Excellent

Glenda

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean breakfast was great
Stayed 1 night in Feb 2024
Response from MP - Guest Relations Manager on 10 Feb 2024
Hello Glenda, Thank you for taking the time to post a review on your experience with your stay here. We are so happy to hear that you enjoyed your time with us. Our goal is always to exceed your expectations! We hope to see you soon!

10/10 Excellent

Min

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from MP - Guest Relations Manager on 31 Jan 2024
Hello Min, Many thanks for taking the time to share your feedback with us. We’re very happy to hear that we met your expectations. We are looking forward to welcoming you again soon!

10/10 Excellent

NANNETTE

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from MP - Guest Relations Manager on 1 Jan 2024
Hello Nannette, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

Donald

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
food close
Stayed 1 night in Dec 2023
Response from MP - Guest Relations Manager on 23 Dec 2023
Hello Donald, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

James

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is a pretty typical Holiday Inn Expess. It's conveniently-located, clean, and comfortable, with generous amenities and courteous staff. The area is very commercial, so the surroundings are rather stark, but it's not noisy. One of the rooms we reserved didn't have a shower curtain (why didn't housekeeping catch that?), but otherwise we are very satisfied.
Stayed 1 night in Nov 2023
Response from MP - Guest Relations Manager on 3 Dec 2023
Hello James, We would like to thank you for taking the time to complete our online survey. Feedback from our guests is very important to us and your input helps with our continuing efforts to provide excellent service and a great stay. Thank you so much for your business and we look forward to seeing you in the future.

10/10 Excellent

John

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was available when I had to have a place to stay after unplanned delays and an injury.
Stayed 1 night in Nov 2023
Response from MP - Guest Relation Manager on 29 Nov 2023
Hello John, Thank you for taking the time to post a review on your experience with your stay here. We are so happy to hear that you enjoyed your time with us. Our goal is always to exceed your expectations! We hope to see you soon!

10/10 Excellent

Diane

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Rooms were clean and in good condition. Breakfast was good. Didn’t have time to use pool or workout room but both looked nice
Stayed 2 nights in Nov 2023
Response from MP - Guest Relations Manager on 7 Nov 2023
Hello Diane, Thank you for choosing to stay with us! We appreciate you taking the time to tell us about your experience. Your feedback is very important and we value your opinion. We are pleased to know that you enjoyed your time with us!

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Friendly staff clean room comfy bed.
Stayed 2 nights in Oct 2023
Response from MP - Guest Relations Manager on 21 Oct 2023
Hello Valued Customer, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

Davina

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice staff!
Stayed 1 night in Oct 2023
Response from MP - Guest Relations Manager on 17 Oct 2023
Hello Davina, Thank you for your heartwarming review about your stay with us! We are glad to know that your stay with us was wonderful with great room spaces. We are looking forward in sharing our best moments with you again!

10/10 Excellent

Mary

Stayed 2 nights in Sep 2023
Response from MP - Guest Relations Manager on 7 Oct 2023
Hello Mary, We appreciate the time you took to leave us a perfect rating! Positive survey responses help our continuing efforts to provide exceptional service. We hope that you will come back and see us again.

8/10 Good

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from MP - Guest Relations Manager on 20 Sept 2023
Hello Jennifer, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

Valerie

Liked: Cleanliness, staff & service, property conditions & facilities
The hotel was clean the staff is nice and the breakfast was good The pool was great
Stayed 1 night in Sep 2023
Response from MP - Guest Relations Manager on 10 Sept 2023
Hello Valerie, Thank you for your feedback. We are glad to hear that you enjoy your stay with us. We always make sure to provide the best experience to our guests. We look forward to hosting you again soon for another fantastic experience! Have a great day!

8/10 Good

NAOHITO, Richardson

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from MP - Guest Relations Manager on 6 Sept 2023
Hello Naohito, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

Luis R

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from MP - Guest Relations Manager on 3 Sept 2023
Hello Luis, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!

4/10 Poor

Nora

Business traveller
Liked: Cleanliness, staff & service
Disliked: Room comfort
The loudest hotel ever! Loud people in hallways and slamming doors all night long. Air conditioner so loud i thought it was a helicopter from near by hospital! Loud traffic noise all night. No sleep. B
Stayed 1 night in Jul 2023
Response from MP - Guest Relations Manager on 29 Jul 2023
Hello Nora, We're very sorry to hear that you encountered such unusual circumstances and inconveniences during your most recent experience with us, especially that we were not able to address the issues and misunderstandings right away. Thank you for bringing this matter to our attention so that we can make sure no future guest experiences the same inconvenience.

8/10 Good

Sara

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We stayed to visit Carlsbad Caverns. It was fine just not much in the town itself.
Stayed 2 nights in Jun 2023
Response from MP - Guest Relations Manager on 9 Jul 2023
Hello Sara, Many thanks for taking the time to share your feedback with us. We’re very happy to hear that we met your expectations. We are looking forward to welcoming you again soon!

10/10 Excellent

Bryan

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
What to expect at holiday inn express!
Stayed 1 night in Jun 2023
Response from MP - Guest Relations Manager on 19 Jun 2023
Hello Bryan, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

6/10 Okay

Andrew

Travelled with family
Liked: Staff & service
The window in our room was loose it rattled. Went down to the front desk and they were kind enough to give us another room. The blind was permanently down. It was broken. No motor to raise the blind.
Stayed 1 night in Jun 2023
Response from MP - Guest Relations Manager on 17 Jun 2023
Hello Andrew, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences and that you will be truly impressed with our continued improvements.

10/10 Excellent

Roberto

We were greeted in a friendly professional manner and all questions asked were answered in a clear and concise manner. When we needed something the front desk was quick to provide it. The pool was clean and clear.
Stayed 1 night in Jun 2023
Response from MP - Guest Relations Manager on 6 Jun 2023
Hello Roberto, Thank you for your feedback. We are glad to hear that you enjoy your stay with us. We always make sure to provide the best experience to our guests. We look forward to hosting you again soon for another fantastic experience! Have a great day!

10/10 Excellent

Samantha

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2023
Response from MP - Guest Relations Manager on 2 Jun 2023
Hello Samantha, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!

6/10 Okay

Kelly

Travelled with family and small children
The hotel was ok. Room wasn’t ready when we arrived. Employees weren’t very friendly. Two of the dryers were broken and we couldn’t use. Power flickered off at one time.
Stayed 1 night in May 2023
Response from MP - Guest Relations Manager on 31 May 2023
Hello Kelly, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences and that you will be truly impressed with our continued improvements.

10/10 Excellent

Elizabeth

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The service was great staff is super friendly. I loved the fact that there was good hygiene products available.
Stayed 1 night in May 2023
Response from MP - Guest Relations Manager on 29 May 2023
Hello Elizabeth, Thank you for your feedback. We are glad to hear that you enjoy your stay with us. We always make sure to provide the best experience to our guests. We look forward to hosting you again soon for another fantastic experience! Have a great day!

8/10 Good

Darell

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in May 2023
Response from MP - Guest Relations Manager on 22 May 2023
Hello Darell, We’re so happy to hear that you enjoyed your stay with us and we are looking forward to welcoming you again soon!

8/10 Good

Jan

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Wasn’t bad. I liked being on the north side of Carlsbad.
Stayed 2 nights in May 2023
Response from MP- Guest Relations Manager on 6 May 2023
Hello Jan, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

4/10 Poor

Kenneth

Travelled with family
Liked: Cleanliness, amenities
This property badly needs remodeling. The facility was very clean, but the property was shabby. Front desk didn't have quarters for the washer/dryer, one gal gave me quarters from her purse.
Stayed 1 night in Apr 2023
Response from MP - Guest Relations Manager on 6 May 2023
Hello Kenneth, Thank you for letting us know about the issues that you experienced during your recent stay at our hotel. Reviews like these give us an opportunity to address areas of improvement. Guest satisfaction is our top priority, Rest assured that your concern has been forwarded to the hotel management and will be handled accordingly.

10/10 Excellent

Carol

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Apr 2023
Response from MP - Guest Relations Manager on 15 May 2023
Hello Carol, Many thanks for taking the time to share your feedback with us. We’re very happy to hear that we met your expectations. We are looking forward to welcoming you again soon!

10/10 Excellent

Emily

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great
Stayed 2 nights in Apr 2023
Response from MP - Guest Relations Manager on 18 Apr 2023
Hello Emily, Thank you for taking the time to post a review on your experience with your stay here. We are so happy to hear that you enjoyed your time with us. Our goal is always to exceed your expectations! We hope to see you soon!

4/10 Poor

Jordon

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
We had room 321, and it had some problems… The shower faucet dripped all night long and by morning was a constant stream. The shower itself sound as if we were going to go through it. It creaked and cracked and popped. I’m an average person and it sounded terrible. The phone was blinking about messages and when tying to clear them they wouldn’t go away. When we arrived there around 4pm there were bags of garbage near the elevator leaking on the floor what looked like coffee, we left and went exploring and when coming back around 8pm the bags were still there with an even larger puddle underneath them. The heater in our room also was very loud and made noise all night long. This hotel seems to have some lack of maintenance, or needs and overhaul.
Stayed 1 night in Apr 2023
Response from MP- Guest Relations Manager on 12 Apr 2023
Hello Jordon, It is unfortunate to hear you had a few problems while staying with us. We’re sorry that your stay has not exceeded your expectations because of the condition of our facility. Your comment has been shared with the management and housekeeping, and rest assured we are using your feedback as an opportunity to improve on our services. We hope for a chance to serve you again.

10/10 Excellent

Wendy

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Apr 2023
Response from MP- Guest Relations Manager on 12 Apr 2023
Hello Wendy, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

8/10 Good

Ian

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
Nice stay, nice place. Pretty sure the beds were only full and should have been queen.
Stayed 2 nights in Mar 2023
Response from MP- Guest Relations Manager on 4 Apr 2023
Hello Ian, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences and that you will be truly impressed with our continued improvements.

4/10 Poor

Sue, CASA GRANDE

Travelled with family, Travelled with family and small children
Disliked: Cleanliness, property conditions & facilities
Restaurants were located fairly nearby and the breakfast selection provided was standard fare. Breakfast area was clean and staff alert to needed replenishment. No one in my party, not even the 10 year old, wanted to shower in that bathroom. Towels were thin and threadbare, caulking in poor shape and corners full of dirt.
Stayed 2 nights in Mar 2023
Response from MP - Guest Relations Manager on 29 Mar 2023
Hello Sue, We’re sorry to hear of your less than satisfactory experience and hope you will accept our sincerest apologies. We are committed to providing great customer service and we would like to make things right. We value our customers’ opinions and would like to thank you for bringing this to our attention.

8/10 Good

Valerie

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stay was great except for the fact that we got there at 3 to check in and they didn’t have our room ready until almost 5 and that was because I went and complained again.
Stayed 1 night in Mar 2023
Response from MP- Guest Relations Manager on 29 Mar 2023
Hello Valerie, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences and that you will be truly impressed with our continued improvements.

10/10 Excellent

sonny

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2023
Response from MP- Guest Relations Manager on 29 Mar 2023
Hello Sonny, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

8/10 Good

DINA L

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Good property. Close to eating options.
Stayed 1 night in Mar 2023
Response from MP- Guest Relations Manager on 21 Mar 2023
Hello Dina, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

Gay

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023
Response from MP- Guest Relations Manager on 20 Mar 2023
Hello Gay, We appreciate the time you took to leave us a perfect rating! Positive survey responses help our continuing efforts to provide exceptional service. We hope that you will come back and see us again.

8/10 Good

Allyson

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Our stay in Carlsbad was a good one! The hotel was well-maintained, and the staff were all friendly.
Stayed 2 nights in Mar 2023
Response from MP- Guest Relations Manager on 20 Mar 2023
Hello Allyson, Thank you for taking the time to post a review on your experience with your stay here. We are so happy to hear that you enjoyed your time with us. Our goal is always to exceed your expectations! We hope to see you soon!

10/10 Excellent

Robert

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2023
Response from MP- Guest Relations Manager on 9 Apr 2023
Hello Robert, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, property conditions & facilities
This was an enjoyable stopover. Clean room, comfortable bed , and a well kept property.
Stayed 1 night in Mar 2023
Response from MP- Guest Relations Manager on 18 Mar 2023
Hello Karen, Thank you for your feedback. We are glad to hear that you enjoy your stay with us. We always make sure to provide the best experience to our guests. We look forward to hosting you again soon for another fantastic experience! Have a great day!

10/10 Excellent

Lisa

Stayed 1 night in Mar 2023
Response from Sincerely, MP - Guest Relations Manager on 18 Mar 2023
Hello Lisa, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

6/10 Okay

Richard

My reservation was gave to another person on mistake.
Stayed 1 night in Mar 2023
Response from MP- Guest Relations Manager on 18 Mar 2023
Hello Richard, Thank you for taking the time to share your feedback with us. We’re sorry to hear that your experience hasn’t met your expectations on this occasion. I’ve shared this with the team so we can improve the facilities and provide a great experience for our customers in their stay here with us. We value our customers’ opinions and would like to thank you for bringing this to our attention.

10/10 Excellent

Scott

Stayed 2 nights in Mar 2023
Response from MP- Guest Relations Manager on 2 Apr 2023
Hello Scott, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

10/10 Excellent

Patricia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very comfortable.
Stayed 1 night in Mar 2023
Response from Sincerely, MP - Guest Relations Manager on 15 Mar 2023
Hello We’re so happy to hear that you enjoyed your stay with us and we are looking forward to welcoming you again soon!

10/10 Excellent

Tim

Stayed 1 night in Mar 2023
Response from Sincerely, MP - Guest Relations Manager on 15 Mar 2023
Hello Tim, We’re so happy to hear that you enjoyed your stay with us and we are looking forward to welcoming you again soon!

10/10 Excellent

Jessica

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I stayed for 2 nights and all of the staff members I encountered were so kind and helpful. The hotel was very clean, both the public areas and room. Great stay!
Stayed 2 nights in Mar 2023
Response from Sincerely, MP - Guest Relations Manager on 15 Mar 2023
Hello Jessica, Thank you for your feedback. We are glad to hear that you enjoy your stay with us. We always make sure to provide the best experience to our guests. We look forward to hosting you again soon for another fantastic experience! Have a great day!

8/10 Good

John

Travelled with family
Liked: Cleanliness
Plenty of parking, adjacent to an older shopping mall, most dinning option required driving several blocks
Stayed 2 nights in Mar 2023
Response from Sincerely, MP - Guest Relations Manager on 15 Mar 2023
Hello John, Thank you for your positive comments. I am so glad to hear that you enjoyed your stay with us! I hope your next stay is just around the corner. We hope to see you again and that you will be truly impressed with our continued improvements.

10/10 Excellent

Vicki

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent staff. Good breakfast. Very clean hotel. Enjoyed our stay!
Stayed 4 nights in Mar 2023
Response from Sincerely, MP - Guest Relations Manager on 10 Mar 2023
Hello Vicki, Many thanks for taking the time to share your feedback with us. We’re very happy to hear that we met your expectations. We are looking forward to welcoming you again soon!

8/10 Good

margaret

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023
Response from Sincerely, MP - Guest Relations Manager on 10 Mar 2023
Hello Margaret, Thank you for taking the time to give your feedback. We really appreciate it. Looking forward to seeing you again. Please let us know about your future experiences.

8/10 Good

Joleen

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Would stay again
Our stay here was nice. The room was cleaner than the common areas of the hotel. Location was a little outside the heart of Carlsbad, but everything was just a few minutes away. Would stay again.
Stayed 2 nights in Feb 2023
Response from Sincerely, MP- Guest Relations Manager on 4 Mar 2023
Hello Joleen, Thank you for taking the time to post a review on your experience with your stay here. We are so happy to hear that you enjoyed your time with us. Our goal is always to exceed your expectations! We hope to see you soon!

8/10 Good

Verified traveller

Liked: Staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2023
Response from Sincerely, MP- Guest Relations Manager on 25 Feb 2023
Hello Valued Customer, We’re delighted to hear about your recent experience with us. Thank you for taking the time to share your experience and we look forward to welcoming you back soon!