Rated 1.0 out of 5.0 by mcd9u Very dissapointed... Nice looking hotel... bad service, bad management.
I had made a reservation with this hotel about a week before arrival and I was told that due to the rate I was getting they could not assign a room type at the time of reservation. However, they put in a non smoking request and advised me to call the hotel on the day of arrival to confirm the room type.
On the day of arrival, I called the hotel and requested a non smoking room and also to advised the hotel that I will have a late arrival. The front desk agent acknowledged that he had seen my request and confirmed that they will have a non smoking room for me...
I arrived around midnight to messy situation. At check-in, the night auditor assigned me a smoking room. I informed her that I had spoken to someone earlier in the day to confirm my non-smoking room. She looked into the system and told me that although that she saw the request, they did not honor it and she didnt know why. She went on to say that she "hates it when the people from earlier in the day put her in this situation as she has to deal with other people's mistakes." When I informed her that I personally spoke to a gentleman earlier that day he had told me that my room request was "taken care of". At, this point, she informed me that the entire hotel was full and that she would allow me to cancel the room if I wanted to go somewhere.... Again, I consider that attitude and reaction a complete customer service failure. I advised her that I work in hotels and surely she can do something for me as the hotel had clearly made a mistake. So far, she hadnt even offered to help me resolve the issue, only to cancel my reservation. I asked her if anyone else could help me so she called her General Manager. Upon personally speaking to the General Manager, she was not much more help. She was very polite but her best solution was that I check into another hotel at my own cost. She said she would try to get the owner to re-imburse that room in the morning, but could make no guarantees.
At this point, being almost 12:30 am, I was just exhausted and decided I would just deal with the smoking room. I checked into the room and just decided to suffer through the night. Now for the cherry on top... at approximately 1:15 am, I get a phone call from the night auditor saying that since I had a special room rate, she had forgotten to make copies of my ID. I told her I understood but I had shown her the card at check in and I would be happy to let her make a copy when I checked out in the morning as I was already changed and in bed. To my surprise, she said that that was unacceptable and that I had to bring down the card to her as she was not allowed to run her audit without it... so I reluctantly obliged. At first, I didnt really wanna make a fuss about the incident, but upon receiving a second email asking me how my stay was... I it might do someone some good to know how the hotel had a complete break-down of customer service.
Even though my rate was not eligible for Priority Club Points, I was not acknowledged or asked about my membership. As a Platinum member and a owner of IHG hotels, I was quite shocked that the auditor had not been trained to acknowledge such an important part of the brand.
May 14, 2013
Rated 5.0 out of 5.0 by Pink2 Comfort
The perfume was over bearing in the room. That is all I have to say.
April 3, 2013
Rated 5.0 out of 5.0 by tc54 Ex. V P of operations Mountain Supply and Service
I moved to Longview TX about a 8 months ago. Before I purchased a permanent residence I was booked at this facility on and off for 4 months. The rooms were always clean and neat. I was always greeted with a friendly smile each time I arrived. The staff was always courteous and very helpful in what ever I asked of them. We have since started using this facility in Longview for all of our hotel stays as well as utilizing their conference rooms for national meetings. Hats off to Crystal and her staff for making my stay and any business we do a pleasure. Thanks
March 19, 2013
Rated 5.0 out of 5.0 by Texans Excellent location
We love to stay at this property - it is close to everything, very clean and hospitable. , Crystal, always greets us like family, and when traveling, we consider this home.
January 30, 2013
Rated 2.0 out of 5.0 by Budrow Long weekend stay
No hot water during my 2 nights there. The staff/management was not going to do anything until I used social media and then they took 1 night off the bill. The room down the hall had major leak from floor above. Seems like the facility is lacking. If there is another hotel in Longview, I'm choosing it next time. Staff was pleasant.
January 20, 2013
Rated 5.0 out of 5.0 by Jussslim Convenient
This location was easy to find, accessible and near a wide selection of restaurants. The mall, albeit small, was also nearby.
Government rates are offered so that was a major plus.
Once you enter the hotel lobby the view inside was breathtaking.
I was there for business and I was able to relax without any interruptions. Would stay again if I am ever in the area.
January 3, 2013
Rated 4.0 out of 5.0 by Babyruth Front desk service
The nicest young lady at the front desk. She follows through on every promise
January 2, 2013
Rated 5.0 out of 5.0 by Eugene62 excellent complete stay
Our stay at Holiday Inn was very enjoyable .We had all excellent
serv ice from checking in to checking out.
December 8, 2012