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“Newer hotel, disappointing service”

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Holiday Inn Express Augusta North
Ranked #24 of 82 Hotels in Augusta
Atlanta, Georgia
1 review
“Newer hotel, disappointing service”
2 of 5 bubbles Reviewed 10 May 2013 via mobile

My extended family and I stayed here for one night after my graduation. While one of the newer hotels in the area, we experienced a number of issues that were not handled appropriately. My uncle returned to his room after dinner to find his room door would not open. He went downstairs twice to get replacement keys without success. Maintenance came up and replaced his entire lock, but his key still did not open his door. At this point it was midnight, and he decided to just go to bed and lock the door without being able to re-enter in the morning. In the morning, he asked to speak to a manager, since the night clerk did not offer any assistance the night before. The manager was reportedly on the phone and unavailable for the hour while we ate breakfast, and the front desk clerk did not offer any resolution to the situation. Then, as we were leaving, the clerk said the manager had agreed to refund his room charge, but still he/she would not address him in person.

In addition, we requested extra towels betyond the two in our room. The clerk told us they would be brought up within the hour. Upon returnong from dinner five hours later, we still had no extra towels. We called down again, and we were told that the hotel did not have any extra towels available, but we could go pick up pool towels downstairs if we wanted. I don't care how full a hotel is, but there is no excuse for running out of clean towels. The pool towels we hardly larger than hand towels, and not an acceptable substitute.

Overall, the staff at this hotel were very young and not well trained. When my grandmother was waiting downstairs, the clerk would not let her call up to our room, saying it wasn't allowed. Between the unhelpful staff and unresponsive management, we will not rush to return to this property. I would recommend the Sheraton next door instead.

  • Stayed May 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank mac209atl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
newport_group, Social Media Specialist at Holiday Inn Express Augusta North, responded to this review, 21 May 2013
Thank you and your family for choosing our hotel to stay with. We apologize for the inconveniences that you were faced with. Management has in fact tried to reach your family to try to find a solution for the problems that occurred during your stay. If you or someone could please contact the general manager at sarah@newportgroupinc.com we would be greatly appreciative. Thank you again for staying with us and we hope we are able to make everything right once you contact management.
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140 reviews from our community

Traveller rating
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    5
See reviews for
41
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (15)
Date | Rating
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English first
1 review
5 of 5 bubbles Reviewed 3 May 2013

We stayed one night and very much enjoyed our stay. My only exception was the beds are a bit firm for my taste. Everyone was helpful and friendly. I especially enjoyed the indoor pool and hot tub. Both were exceptionally clean! I would gladly stay again! Thanks to all the staff!

  • Stayed May 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Plc320
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
newport_group, Social Media Specialist at Holiday Inn Express Augusta North, responded to this review, 6 May 2013
We're pleased to hear how accommodating our hotel proved to be! We're glad that you got to enjoy some of our leisure amenities and we look forward to seeing you again soon :)
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NC
Level Contributor
31 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
5 of 5 bubbles Reviewed 30 April 2013

We came in late Saturday night from Atlanta. Check in was a breeze and room was very clean. We really enjoyed the breakfast and the pool. Very nice and clean and service was exceptional!! Thanks for great service!!

  • Stayed April 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank tiggerjd3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
newport_group, Social Media Specialist at Holiday Inn Express Augusta North, responded to this review, 1 May 2013
We're pleased to hear that you enjoyed your recent stay with us and that our staff was accommodating in all of your needs. We look forward to seeing you again in the future :)
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Jackson, Mississippi
1 review
4 of 5 bubbles Reviewed 29 April 2013

If you choose to stay here beware, besides the awesome indoor pool and the amazing breakfast, a employee will ruin your entire stay. Rachel, was rude to my husband and i once we checked in. She was suppose to give us the military discount but instead said because we didnt have our military identification updated (it had expired 3/2013 we check in 4/2013) we couldnt get the discount. She then stated that because the chips were in a pantry we couldnt get any, even though we are PC members, and have stayed with you all twice before. Thankfully, that night Dee and i believe her name is KeKe made us feel like we were at home. They gave amazing names for food places, and changed our reservation to military. Other than that the hotel was amazing, If anything Rachel needs to be replaced!!!!

  • Stayed April 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Anna H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
newport_group, Social Media Specialist at Holiday Inn Express Augusta North, responded to this review, 6 May 2013
We sincerely apologize for the mix up with the front desk. We're pleased to hear that some of our other agents were able to correct the issues and be helpful. We hope you'll choose to stay with us again next time you're in Augusta and if there is anything we can do to make your next stay better please do not hesitate to ask.
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Atlanta, Georgia, United States
1 review
3 of 5 bubbles Reviewed 29 April 2013

Hmmm..stayed there on 4-26-13, Very disappointed with the service I received. For the money I payed to stay here , there was no Frig. Seeing that i take meds the MUST stay cool and i traveled with food,drinks and condiments . SADLY I COULD NOT FIND ANYWHERE ELSE TO SAY and was told by the front desk person that they just took all the frigs out. As well as i didnt get offered a drink and chips. Several guest before and after Me did.....

  • Stayed April 2013, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Chris G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
newport_group, Social Media Specialist at Holiday Inn Express Augusta North, responded to this review, 1 May 2013
Thank you for staying with us and for taking the time to let us know about your stay. We apologize for the lack of fridges in the room but we do have them for rent at the front desk. We also apologize that you were not offered a snack, this is reserved for our Priority Club Members so we are limited as to who we can pass them out to. Your concerns have been passed on to management to handle.
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Greenville, North Carolina
Level Contributor
31 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
3 of 5 bubbles Reviewed 8 April 2013

Price was a little overrated for a Thursday night stay. Front desk was extremely slow even with us checking in at midnight. Room was straight, lighting in bathroom was extremely poor. However it is right off the interstate, so easy on and easy off!

  • Stayed March 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ECUgirl04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
newport_group, Social Media Specialist at Holiday Inn Express Augusta North, responded to this review, 12 April 2013
Thank you for staying with us and for taking the time to let us know your concerns! We have made management aware of your concerns. We hope that you'll choose to stay with us again next time you're passing through!
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1 review
5 of 5 bubbles Reviewed 7 April 2013 via mobile

Came in late last night. Dee at the front desk was amazing and very helpful. We were lucky because we booked the last available room. The bed was comfy, and the room was very clean. We loved the huge shower. Great place to stay!!!

  • Stayed April 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Maksmommy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
newport_group, Social Media Specialist at Holiday Inn Express Augusta North, responded to this review, 12 April 2013
We're incredibly pleased to hear that our staff was so accommodating. We hope that everything was to your liking and we look forward to seeing you again next time you're in town!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Holiday Inn Express Augusta North

Property: Holiday Inn Express Augusta North
Address: 1073 Stevens Creek Road, Augusta, GA 30907
Phone Number:
Region: United States > Georgia > Augusta
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #24 of 82 Hotels in Augusta
Price Range (Based on Average Rates): ££
Hotel Class:2.5 star — Holiday Inn Express Augusta North 2.5*
Number of rooms: 86
Official Description (provided by the hotel):
Let us welcome you to the brand new Holiday Inn Express Augusta North hotel just off of I-20 and Washington Road near downtown Augusta. Whether visiting for business or leisure our hospitality is appealing. Our Augusta hotel offers relaxing rooms featuring stylish decor & amenities, including wired/wireless HSIA, 32 inch HDTV & plush triple sheeted bedding. Our Holiday Inn Express Augusta North hotel is your home away from home. ... more   less 
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Also Known As:
Holiday Inn Express Augusta North Hotel Augusta

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