Rated 4.2 out of 5 by 198
Rated 1.0 out of 5.0 by JBD0606 Hotel Needs a Makeover - Top to Bottom
There were several problems with my hotel room, including badly sagging beds, insufficient towel supplies, a slow draining/clogged tub, a broken shower curtain, no bedding available for the pull-out couch (which didn't matter because the pull-out bed had several broken springs and couldn't be slept in), and bedding in the two main beds that smelled as though I was in a smoking room even though I was in a non-smoking room, including a comforter with a cigarette burn in it. Needless to say, this was by far the worst room I've ever stayed in at a Holiday Inn Express anywhere in the world. Ironically, this room as a complementary "upgrade".
When I spoke to the staff about my negative experience, they said they would deposit 5,000 points into my account as compensation because they "dropped the ball" in the hope that I might consider staying there again in the future. After nearly two weeks and not having received these points, I followed up with a manager in the hotel who did give me 2,000 points for having to "wait so long" for the 5,000. A few days later, when I still hadn't received the 5,000 points, I followed up with this manager again and received no reply. Two weeks after that (one month after the original stay), I contacted a second manager in the hotel about my concerns and noted that after nearly a month I hadn't received the 5,000 points I was offered by the first manager, but this second manager did not reply to my query either.
There's a few things I'm particularly disappointed in. Scrolling through the website, I've seen similar comments about quality issues in other reviews of this specific facility going back years, which suggests to me that no one in management has made any attempt to address these issues to make the customer experience better. The hotel is decent location, but it needs help, and by help, I mean a complete makeover of the physical facility. Yes, that will cost someone a lot of dollars, but it's better than annoying some of your best customers by offering them a substandard product. The second big issue is the lack of follow through by the management to address the issues at hand. Offering people amenity points for a bad experience is one thing. Not fixing the things that caused management to offer the compensation in the first place is either poor management locally or poor oversight by the corporate parent company. Never actually following through and awarding the points offered for said bad experience is what causes people like me to write reviews like this.
October 9, 2015
Rated 4.0 out of 5.0 by Jon59 good value and location
The people and location were great but one disappointment. The bed was squeaky. When we moved in it, it sounded like an older spring bed. Not loud enough to wake us up but annoying enough to make sure we didn't move until we were asleep. Everything else was great including a nice, quiet air conditioner.
October 8, 2015
Rated 4.0 out of 5.0 by Ricky7773 Good value
Good value for the money. Would stay again. Staff were friendly and very helpful to needs.
September 16, 2015