Rated 4.5 out of 5 by 345
Rated 4.0 out of 5.0 by Hop@long Good stop over
Good place to stay for those taking a Cruise ..
Staff as very helpful in getting us to the Ship on time ..
November 22, 2015
Rated 1.0 out of 5.0 by Davidruns A fat "F" for customer service
First off, I made a mistake and booked a Tuesday night stay when my intent was a Wednesday night stay. I accept full responsibility for that and blame no one. I travel 150 days a year and every few years I do something stupid like that. Another hotel chain I frequent waived a “stupid mistake charge” for me a few years back.
Upon arrival, the desk agent and I figured out the error. I asked if it was possible to just move the reservation to the current night and was advised such was not possible. It was a very cordial conversation, and I booked a room that night with the desk agent. He suggested I call IHG to discuss, which I did.
The lady at IHG was very nice, saying that because I was a Spires Elite member she felt certain the “no-show charge” would be waived. She placed me on hold and called the hotel. She returned saying she spoke with the desk agent and said they were willing to waive the charge but he did not have the authority; it took a manger.
I called the hotel the next day, asking for a manager. I was advised that he was not available but she (the lady I spoke with) felt certain they would waive the no-show charge. She said, “The manager will call you either this afternoon or tomorrow morning.”
That was five days ago and the manager never called. Part of what my job involves is teaching customer service classes. A “cardinal sin” of customer service is not doing what you say you will do. The fact that a manager never called me is inexcusable and unacceptable.
The room was nice and thee desk staff was equally nice; but overall the hotel gets a fat “F” for customer service.
November 22, 2015
Rated 5.0 out of 5.0 by KenKo64 Nice property; Great Staff
The young lady who checked me in, Priscilla, was outstanding. Give her a raise. Give her a promotion. Don't lose her - she personifies customer service.
The room was nice, the bed was comfortable, the bathroom was clean. I have only one complaint - the carpet needs to be steamcleaned. My white athletic socks were filthy within a couple of hours. I understand that's something that's probably done on a schedule - it's well past time to be done again.
Other than that, I was pleased and would stay at this property again.
November 20, 2015