Rated 4.0 out of 5 by 173
Rated 1.0 out of 5.0 by Rick8102 Unacceptable service
I used rewards points for my daughter's family on May 1 & 2, checking out on May 3. On the second night stay, They went to a Rangers game and after the game, their room card would not work. After several keys, it was apparent that the room would not open. No maintenance person could be reached. At 2:30 a.m they were eventually given another room. Clothes, medicine, phones, purse, were all locked up in their original room. The front desk was asked to give them a wake up call the morning of May 3, the day they checked out, no wake up call was received and the day manager was unaware of their issues. Maintenance was called and they were able to access their room at 10:30 a.m. The solution was to replace the batteries in the door mechanism. This provided a very bad experience for my daughter, son in law and two small children. I would like to get my Rewards points back for this stay and would offer a suggestion that you train front desk staff on how to replace batteries and to follow up with wake up calls. I called the front desk and left a message with a gentleman who said he was with maintenance. He took a message and said he would have the front desk call me back. I did not receive a call back.
May 3, 2015
Rated 3.0 out of 5.0 by BudK Staff needs training
Staff needs training and the resources need to be provided...
April 27, 2015
Rated 5.0 out of 5.0 by 21tnt Conference
Although I was not asked when I arrived if I was an IHG reward member and was not taken seriously when I walked in they more than made it up for it when they pulled up my reservation after I asked them to do so. I'm not one to declare upon arrival that I have a status but I do think its important to know which guests that come in are ones that stay with your brand more often and to not be so dismissive. They were not rude at all but at the very least they could have pulled up my reservation without me having to ask for them to do so. I understand that all the rooms had been filled the night before - it's just best practice to find out who your customer is before stating that they would have to wait.
The hotel is extremely well kept up, the rooms were ample in space and the bed comfortable. Besides the very small incident at check-in the staff was extremely friendly and accommodating. And I do mean everyone - from the front desk to housekeeping this was probably the friendliest Holiday Inn I have stayed at.
April 27, 2015