We were in Johnson City on business and stayed at the Holiday Inn Express on Orr Drive. The hotel is very clean and attractive and the breakfast buffet was tasty, varied, and much appreciated.
we checked in, the bathroom drain was not working properly. We reported it that evening, the next morning, and again that afternoon when we returned to the hotel. Each time we were told it would be immediately taken care of, but was not.
On the last morning, Charlotte was at the front desk. When I shared the problem with her, she was also frustrated with the fact that others had not followed through especially when they said they would do so immediately. She apologized and made every effort to compensate for our inconvenience. When she said "this would not have happened" if she had been there earlier, I knew she was right. Her reaction and immediate steps to correct the problem let me know she cares about the reputation of the hotel and wanted her guests to be treated well. In addition, she represented Holiday Inn Express' focus on excellent customer service and should be commended on a job well done!
Due to CHARLOTTE'S sincere concern for doing everything she could to compensate for the earlier problems, I rate the hotel and our stay highly at 5 Stars and will definitely stay there again on our return visits to Johnson City.
Thank you, Charlotte! [Less]