Rated 3,9 out of 5 by 74
Rated 2,0 out of 5,0 by Lisa80 Very dissapointing.
Let me start by saying that I do not like to use a credit card when checking into a hotel. I personally only like to use credit cards when there is an emergency. Since this is a personal preference of mine, I always call the hotels that I want to book before I even make reservations to ensure that the hotel accepts cash as payment with a cash deposit when I check in. In this case, I called a month ahead of time to ensure that this hotel would accommodate this preference and I was ensured that they would take cash as payment with a required deposit at check in. With this information, I booked the hotel online. I booked a total of four days, but the reservation had to be broken into two separate reservations due to the fact that we were going to San Antonio for two days in the middle of our reservation.
Now fast forward to check-in at the hotel: When we went to the front desk for check in we were told that they do not accept cash as payments without using a credit card for a hold to placed on. I was told this information as I read a sign posted at the front desk that said "Notice to all guests paying with cash: A deposit is required at check-in." I pointed this sign out the receptionist and she stated that the hotel was "under new owners" and that they no longer allowed customers to check in without using a credit card that would put a hold on your credit card for 7 to 10 days. I told the receptionist that I called in advance about paying cash with a deposit. With that information, she went to the manager and he stated that we would have to use a credit card, but he could put just first two of the days on our credit card instead of all four nights, which would allow our credit card to not have two holds on it. . Due to being on the road all day and my children wanting to get out of the car, I conceded. I was told that there would be a note attached to our reservation that would alert the receptionist to not charge our account twice when we checked back in. Once it was time to check out before heading to San Antonio, my husband asked the receptionist if there was a note attached to our account and the receptionist stated that she didn't have a clue as to what he was talking about. We had to wait approximately 30 minutes to start our drive to San Antonio while she got ahold of the manager to figure out how to ensure that we would not be charged two holds to our credit card. It was finally figured out and we were on our way to San Antonio. When we came back from San Antonio, check out was a fast. We were checked into a different room from the first room and we woke up to the floor near the air conditioner soaking wet. Our daughters luggage was on that side of room and all of her clothes were wet. We alerted the desk and we were told that they would send a maintenance person to our room to see if it could be fixed. We were told that it could be fixed, but it would take a little while and that it could be repaired while we went to do some things outside of the hotel. I was shocked that they would not just offer us a new room instead of inconveniencing us and being in our room with all of our personal items without us being there. I actually had to ask if we could simply be moved to another room. They finally allowed us to move rooms. I know that this is a lot of info, so let me get to other pros and cons:
1. The beds were comfortable
2. There were pillows that were both soft and firm
3. The rooms were somewhat spacious.
4. There was a nice dining area that our family was able to enjoy our meals at.
1. There was a lot of water damage to the ceilings
2. There was a charge for the washers and dryers #both were rather old#, we had to use the washer and dryer due to our daughter's clothes getting soaked from the leaky AC unit.
3. Wi-Fi was rather slow.
4. The pancake maker was broken for our entire stay.
Again, sorry for the long review. I have written quite a few reviews in my life, however this is by far the longest. The lack of customer service and the fact that the hotel did not stand by their previous statements and signage posted at the lobby concerning cash payments was very upsetting. My family will not be staying at this hotel again.
4 de julio de 2014
Rated 5,0 out of 5,0 by msofan Comfortable
Comfortable bed and great service. Comfortable bed and great service. Comfortable bed and great service.
4 de julio de 2014
Rated 3,0 out of 5,0 by lynn737 Disappointing
My sister stays at the Holiday Inn Express when she and her family come to visit. It is a wonderful property. I expected the same from this one and was very disappointed. It is not up to the quality I would expect from a Holiday Inn. I could have stayed at a less expensive hotel for the same quality. It is in sad shape and seems to be neglected. The tub sagged, the floor tiles chipped and broken, tv picture had pink streaks running down it, carpet needs a deep cleaning.
The desk staff were somewhat helpful but I always got the impression that I was an inconvenience or interrupting something more important to them. The maintenance and housecleaning staff were very polite and helpful.
My son has aspergers and sensory problems so I made special requests for a quiet room out of the way. I was given a room next to the elevator, ice machine, and entrance and it was very noisy. It could have been due to the room I booked but someone should have pointed out that this particular room was only available in that area if it was the case. Customer service makes up for a lot of other problems. I will not be staying here again.
3 de julio de 2014