Rated 4.0 out of 5 by 271
Rated 2.0 out of 5.0 by RXGONZ27 Bad experience from Check -in to Check- out
This was the first stay at this IHG property and chose this location as I was hosting a Workshop in Atlanta with my colleges coming to this IHG property for an entire week. Sadly, it was a series of bad experiences starting with the Check-in. I was texted by the hotel to what time I would like, and responded 11:00 AM I arrived about 1115 only to be told that check in could only be done after 3:00PM. I indicated my text and also that I was a Platinum Elite customer. Made no difference, indeed, it was most apparent Platinum means nothing at this IHG location. The front desk person invited me to WAIT in the Lobby… wait I thought for four hours. Gee, anyone can just wait. I left and went to the parking lot and got in my car and proceeded to call IHG to complain. While on the call to IHG the hotel call and I find that they can accommodate my check in at 01:00PM. I remained in my car and only walked back into the hotel at about five minutes of 01:00PM. The same person at the front desk suddenly seemed to be able to assist me. Of course, I was a bit annoyed in particular since I had to get up at 0200AM to catch a flight into Atlanta. She did not recognize me as a Platinum elite customer nor gave me the customary gift of a water bottle and assorted nuts in a small bag as is done in most IHG locations. A couple hours later, I went down to greet one of my colleges and another person was at the front desk. I noticed how he was treated a bit different, recognized for his Platinum membership and given a gift.
The next day after work, come back to the hotel and was simply planning to relax. I arrived at about 0415PM and the first thing I noticed is that housekeeping had not yet done my bed and cleaned the room. I thought, ok, they may have a packed hotel so waited. At 0540PM still had no housekeeping so went downstairs to complain and reminding them of my poor check out service. I return to my room about an hour later finally to a clean room.
The next day, at about 0630 AM, after breakfast, go to the front desk to request maintenance visit my room to unplug the shower drain as it was like taking a bath while also showering. When I returned in the afternoon and take a quick shower find it is still plugged. At this point, realized this hotel has issues if it takes two days to address a clogged drain.
On the day before I left, at 0720PM, have a knock on my door. It is maintenance wanting to clear my shower drain. I looked at the gentleman and told him that I reported this TWO days ago and that I was going getting ready to go to bed. He offered to come in but declined. I then went downstairs to address this issue with management.
IHG Platinum customers are also supposed to receive the paper, yet the last two days did not. Had I known how poor basic service at this location was, would have opted to stay at a different hotel but could not change my plans this late given my colleges also were staying at this location. In Springfield, VA I also experienced a lack of customer attention to IHG Platinum customers and now suspect that this is maybe a corporate culture that is taking hold and not what I have been accustomed too. Indeed, in the past when I show up for a check in at any IHG property, they typically already have my check-in paperwork on their desk along with a small token gift and greet me by name. I left very disappointed. I will never again visit this IHG property. The only bright spot at this location is the breakfast. The lady that runs it appears most dedicated, checks with her customers to ensure that they have a wonderful gastronomical experience. WiFi is horrible. Speeds of 13-39 MPS can be expected which is 10 years ago vs 300MPS or the current standard.
September 26, 2014
Rated 4.0 out of 5.0 by ouandrew Easy Booking and Great Service
After being delayed on a flight and recieving terrible customer service from Delta Airlines, it was refreshing to have a hotel staff and customer service that was excellent.
September 26, 2014
Rated 4.0 out of 5.0 by porsche4607 nice place
this is a wonderful hotel. great place to stay great staff. quiet rooms.
September 25, 2014