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Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
92%
Recommend This Property

Overall Experience

4.5

based on 817 reviews
92%
Recommend This Property

Ratings Breakdown

817reviews

  • 5 Stars
    575
  • 4 Stars
    158
  • 3 Stars
    42
  • 2 Stars
    19
  • 1 Stars
    23

The Shuttle Ruined It

By

January 18, 2018

The entire experience at this HI Express was tainted by a VERY POOR EXPERIENCE with the airport shuttle. We were finally picked up after 3 phone calls, two broken promises, and waiting over 50 minutes for our ten minute ride from the airport to the hotel. I had read reviews that said you'd experience less hassle and save time by taking a cab, but when the hotel charges as much as they do and advertises a free shuttle, why spend the extra money? Gee whiz guys, we watched so many other hotel shuttles come and go TWICE, including one star hotel brands for heavens sake - you're going to let those lesser brands outshine you in service?!
Details (Play by Play): 7:34 PM - First phone call - was hung up on; Ok - this must have been accidental (maybe?), so I didn't count this as the "first call" 7:35 PM - Second "first call" - put on hold after phone ringing about 20 times; (female voice) told me to look for a blue/white/green van with Holiday Inn Express written on it. The driver will be Matthew. Waited.... 8:09 PM - Second call - (Male voice - thought he said his name was Matthew?!) apologized and said to look for a white van with three hotels on it and one will say HI Express; driver Delroy; said to call back in ten minutes if he's not there. 8:20 PM - Third call - (Female voice); no apology (back and forth voices in the background with a male); told to look for a white van with Crown Plaza. Said he was pulling into terminal. 8:26 PM - van arrived at last; Ten minute quiet ride to hotel. Upon arrival was greeted with a seemingly cold shoulder by a female. (My daughter thought so as well.) Asked me if I needed a shuttle for tomorrow, and I said not if the service is anything like today - it was really, really inconvenient having to wait that long just to get here from the airport." No further comment, apology, or inquiry. Enough said. I'll not be back. P.S. I also docked the cleanliness rating because the in-room coffee maker was NASTY on the inside. I was shocked.

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