Rated 4.5 out of 5 by 256
Rated 2.0 out of 5.0 by RickHD clean rooms
hot tub out of order and No Hot breakfast. At checkout when I brought these things to his attention he didn't even apologize or say sorry for the inconvenience. I was highly dissapointed
May 30, 2015
Rated 1.0 out of 5.0 by Gatorney Horrible customer service
We stayed in this hotel for one night with our 4-year-old daughter for a quick weekend getaway. We were using points for a reward stay. Problems started at check-in. I couldn't tell you who the employee was because no one wore name tags, or any sort of uniform.
I handed the lady at the front desk my rewards card and told her we were checking in. She told me they already had the info, did not even mention anything about being a reward member other than that.
The lady at the front desk did not know how to assign the rooms. At one point, another women was called over, said something about "I'll have my husband show you how to do it.," watched a moment, and walked off. Given the statement, I presumed this woman was wife to the owner and therefore management. She did not greet me in anyway.
I pointed out we had asked for a King, and that based on our reward level we are supposed to get a complimentary upgrade when it is available. Despite the lady saying that a king suite was available, she did not give it to us.
We were not acknowledged as reward members. The last time we traveled around the holidays we were offered the option of points or a snack and drink; I honestly do not know if that was a temporary thing or permanent. I have always received at least a snack and drink at check in. I received nothing.
Check-in took at least 15 minutes.
Once we got to the room and I tried to get online, I had to call to the front desk for the wi-fi password. I asked if that information was supposed to be provided at check-in, given there was a spot for it to be written into the key card holder. I was told they usually staple a slip of paper with the password into the key card holder, but "they must be out". No apology.
Despite the information I have found in all IHG properties about trying to be green, the air conditioning was set to 68 when we arrived to the room.
The next morning, we found a printed bill that had been slipped under our door, as usual, but it had charges on it. I went to the front desk and was told that it wasn't really a charge to me, but a charge to the corporate office for the reward stay - he even pointed out that was why my credit card information was not on the bill. Having worked in hotels before I knew that if I had received a printed copy of a contract rate, likely others in the hotel had as well, when those rates are highly confidential. I pointed that out to the front desk clerk, a young man, who had no real response. He then tried to hand the bill back to me, at which point I told him if it was not my bill, I did not want and should not have it. I reported the other issues we had already had with our stay, and that I would be reporting them, to which he gave me a much less than enthusiastic "sorry".
Ironically, there is a sign in the elevator that says to let staff know if there is any issue that would keep you from rating your stay as less than highly satisfying, or something to that effect.
Breakfast was listed in the room binder as starting at 6:00. We went down about 6:15. Things were still being set up (e.g. pancake batter). We were there about 15 minutes before it was filled. Bagels were hard.
There was no "back up" toilet paper in the room.
When I went to check my credit card bill this morning, the
charges I was told would not be charged to me were on my bill. I called the front desk 40 minutes ago and am currently awaiting the return call I was promised to let me know the charge had been reversed. I did not get anything that resembled an apology.
For those who might read this review and think it is a bit nit-picky, it is in the context of having NEVER had such issues at a IHG property in the past, whether paying to stay or on a reward stay, and before we had higher level membership. Everyone has always been extremely friendly, helpful, and willing to go out of their way for us. To have received a complete lack of customer service on so many fronts was extremely disappointing under any circumstances, but more so because I have come to expect such a high level of customer service during my stays.
May 28, 2015
Rated 5.0 out of 5.0 by Bud Lite3 Service and Value
A great facility with large, clean, modern rooms. It cost a few dollars more, but was well worth it. We have had a different chain that we have used for years, but will switch to the Holiday Inn Express in the future.
Obviously the staff have been trained in customer service.
May 24, 2015