Beautiful hotel but unfriendly front desk agent.
First let me say that this is one of the nicest Holiday Inn Express locations I've been to. It won some sort of renovation award and it's clear why. I love the new style Holiday Inn Express concept.
It's clean, fresh, and crisp. The room and common spaces are beautifully designed. And the hotel is set in a quiet wooded area where there isn't any noise at all.
The issue I had with the hotel was the front desk agent. I got to the hotel around 11PM on a Tuesday night. I walked in the front door and the woman saw me come in, but didn't say anything. She looked up at me and then looked back at her computer. I approached her desk and she still didn't acknowledge me. Would it kill her to smile and welcome me to the hotel? After a minute she looks up and asks with an attitude, "Name?". I almost lost it but was too tired to put up a stink. This is how the interaction should have gone:
"Hi Mr. Guest, welcome to the hotel. I see that you're a Spire Royal Ambassador, thank you for your amazing loyalty to our hotel brand. Can I offer you your welcome amenity? We have a nice upgrade set up for you...I hope you enjoy your stay".
Instead I got "name?" and then "credit card and ID"...without the "please". She was so rude. And didn't even recognize my IHG status or ask about the guaranteed welcome amenity. This woman should not be working the front desk.
Lastly, not to gripe, but 3 out of the 4 pillows on my bed had long hairs on them. I'm a male with short hair so I know it wasn't me. Check your pillow cases people! It's possible it's just from housekeeping but how would you know if the pillowcases were actually replaced? [Less]