Rated 3.0 out of 5.0 by IN19 June2013
- Great A/C in room
- Nice to have 2 balconies and ocean view
- Multiple pools (indoor and outdoor)
- Flat screen TV's in each room
- Difficult to find parking spot in lot
- Both room keys created did not work when I got to the room after having driven 5.5 hours...a bit disappointing
- Shower door very difficult to slide
- Water pressure in shower (3rd floor# was very weak
- too few power outlets in the walls
- Mattresses were extremely firm #could be a pro if you prefer)
- Room décor looked to be about 15-20 years old
- Price...rather high for one night
June 16, 2013
Rated 2.0 out of 5.0 by tmac21 Nice hotel, poor management
I planned to contact Crestline Hotels and Resorts, responsible for the hotel operations, and let them know about our stay, but their website does not allow direct contact with their leadership team, so public feedback seems the way to go.
The good: staff are friendly, the pools are clean, the Greenery breakfast was fantastic, and the room was good, but not fully clean when we entered it.
The bad: Stayed at the hotel the second week of June, 2013 while traveling with my wife and four kids. We purchased the most expensive room, ocean view, double queen suite. I checked to see if our room was ready at 3:30 pm and I was told it was not, but they took my cell phone number and said they would call when it was ready. Starting at 4pm, the stated check-in time, I began to call, it took 3 phone calls from me, then at 5pm I walked to the front desk and had a terse conversation with the front desk worker--seventy-five minutes after check-in time--the room was ready. While waiting I asked to speak with the manager, Mr. H, but I was told he was too busy checking in other guests. I could see him at the end of the counter and he clearly saw me, but made no effort to help resolve the situation. Why is the manager checking in guests?
What really bugged me about this, was no offer of recompense was made by the staff for not having the room ready and making me wait with a crying 1 year old for seventy-five minutes. The attitude of the staff was "too bad for you..." Assuming the highest profit margin is on the most expensive rooms, you would think these would be the first rooms ready for paying customers.
The problems continued at the Square Whale restaurant--the worst dining experience I've had in years. We ordered an appetizer sampler and requested the waitress bring it as soon as possible as our kids were very hungry. After waiting for 45 minutes, the waitress informed us that the appetizer was dropped by kitchen worker and she offered us a bowl of fries instead. It wasn't just our table, I witnessed them drop off the small bowls of fries at the same time to several other tables.
After waiting 50 minutes our meal was ready but my buffalo chicken salad, which was to have boneless chicken in the salad, came with a side of boned chicken as they ran out of the boneless type. The table next to us fumed at their waitress when she attempted to serve them a sandwich that had been sitting for 30 minutes, the guest commented he was watching the sandwich sit under a heat lamp for 30 minutes when she finally took it to serve to him. Also, while we were waiting, I saw another guest walk to the register and demand they get his bill right--he was visibly upset and looked as though he was going to get violent. Surely enough, when our bill came, it included an order of roasted chicken entre we did not order. The odd thing--the restaurant was only 1/2 full when these problems were happening. To top off the night, the waitress dropped off the check and said she would pick it up whenever we were ready. The kids were supposed to get a free desert (ice cream) so I asked about it before paying the check, but the waitress said she "thought" they were out of ice cream. I asked she go check--she did and there was plenty of ice cream for the kids. The waitress sums up my thoughts on the staff at this hotel--friendly but clueless in terms of customer service.
There was positive from this terrible dining experience, the bus-girl, who heard our baby crying, graciously found a banana for him to nosh on while we were waiting for the food. We did not ask for it, she brought it to us after seeing us walk with him and try to calm him while waiting for dinner. The bus-girl was the best part of this Holiday Inn experience. I wish I knew her name--she was the one person who clearly understands customer service.
I think the check in was a fluke--but the manger's response to it was not. If Crestline and Holiday Inn aim to delight a customer, then they should have a clear process on how to assist a customer who is waiting on their room. The Square Whale is a mess--this was not just us--I witnessed several upset customers and there were not that many in the restaurant. The Square Whale needs an overhaul from the manager to the wait staff, but at least one bus-girl gets it. I'm not sure of what training, processes, or systems are in place by Crestline, but they all need improvement at this hotel. I've stayed at Holiday Inns during my 20 year career as a military officer and never experienced anything like I did at this hotel. The staff are good people who work at the hotel but they and the Holiday Inn brand are being let down by poor management.
June 16, 2013
Rated 2.0 out of 5.0 by Corrine Bad Deal
The room was very over priced. There was absolutely no service of any kind. I was forced to pay $60 by cab to get back to the Airport. I would never, ever return to this hotel or recommend it to anyone. The food also was terrible and difficult to get. I consider this to be a lost weekend.
June 14, 2013
Rated 5.0 out of 5.0 by Maddog0963 One of the nicest places I've stayed at
This place was awesome. 3 pools all clean and well taken care of, the only motel I've been at that had lounge chairs out next to the boardwalk. This place was closer to a resort than a motel. Room was huge could sleep six, clean and comfortable. Have already recommended this property to more than one person. It was a bit pricey but trust me well worth it. I will be returning.
June 9, 2013
Rated 4.0 out of 5.0 by 1forchange just a suggestion
I loved staying at your hotel. Your employees were so helpful. They couldn't do enough. Seriously though, you MUST do something about the music played around your outdoor pool. We so looked forward to sitting around the pool , chatting with friends, reading and just enjoying the water. The music was so loud we avoided the pool. Please do not ignore this email. Our hearing is at stake. I had to ask repeatedly for the bartender to drop the level of sound. Music should be a backdrop not an annoyance to ones enjoyment.
P.S. My husband and I travel across country and only stay at Holiday Inn Espress Hotels.
June 7, 2013
Rated 4.0 out of 5.0 by kam8083 Very good experience
We enjoyed our recent stay at the Holiday Inn, VB. The friendlliness of EVERY employee stood out to me, the most. The accomodations were very good and clean. Lovely pool area and great restaurant next to the pool.
June 6, 2013
Rated 5.0 out of 5.0 by RickOP Awesome property and people
This hotel is wonderful. The people are awesome. The restaurants are top notch. I would strongly recommend this place.
June 4, 2013
Rated 5.0 out of 5.0 by DCinVABch Very good experience
Staff were great, food was very good and room was clean and comfortable
June 3, 2013