The staff was exceptional with their personalities and willingness to cater to our needs- though you could tell that their willingness to do so lack as a result of training.
The front desk clerk
was an amazing girl who worked very hard, but when large groups sharing a room, or more than one person in line, she was overwhelmed- I do not think that it was as result of her at all. I feel as though there was not management presence to her assist her in these waves.
It was obvious that the correct employees were hired, but that they did not have the support or direction that they needed. It was apparent that they all were working as hard and as best as though could.
The location was nice, the amenities were great.
In addition, we had paid the extra fees to receive the additional 5000 bonus points per night to our account which we did NOT receive.
We were very disappointed about the lack of acknowledgement displayed for our ongoing IHG member status. I am guessing this too, was a result of training or follow up. I understand that training is difficult- but management follow up and positive reinforcement and aid- with eyes everywhere is essential in the hospitality industry.
Other than that mentioned, the location was great. The overall was a good experience, and the amenities were substantial with the exception of the lack of a bar or restaurant (typical and to be expected in the HI Express locations)- which we knew of prior.
I am sure the manager is wonderful and is in the position that they are in- but I would question his back-up and support- he cannot be at all locations- training each individual.
We are always impressed overall with our experiences and the rooms are always consistent, the locations convenient and clean, and many locations are updated with reasonable prices. We choose to come back as a result. I am just expressing these "concerns" not "complaints" as it is hard to come by hard and devoted workers and minimize turnover- and I fear that the lack of support the staff has will eventually be the result. [Less]