As a member of the IHG rewards program, I’ve always felt like a valued customer when staying at IGH properties. I don’t ask much, merely a quiet room, which is why I always request a high-level room (no footsteps heard above me), located away from any ice/vending machines and elevators, and a room with a single bed since it’s usually roomier than a room with two beds.
This wasn’t the case when I requested an early check-in (2 PM, one hour earlier than the normal 3PM check-in). When I was told that my room would be on the first floor, I asked about the possibility of a room on the top floor. I was told the majority of the rooms on the top floor have two beds, and that if I wanted a single bed, most of them were on the ground floor.
So I accepted the room on the ground floor, took the key cards and my bags to a room located directly across the housekeeping laundry room. Okay, maybe the hustle/bustle of the housekeeping staff wouldn’t be heard in the room. That wasn’t the case. In fact, at one point, I had to negotiate among various bins/carts that the staff parked along the hallway near the laundry room.
The room was actually very nice. However, I noticed what appeared to be brown streaks in the toilet as well as a contrasting ring around the water level. Most of the brown streaks disappeared when I flushed the toilet, but the dark ring remained. That makes me think that the toilet wasn’t scrubbed for the next guest in the room. This really doesn’t rattle me too much, but I’m bothered by the fact that there are notices in room guaranteeing guest satisfaction or they will rectify the issue. I didn’t actually believe this, but thought I should air my grievances with the management at that moment rather than writing a review of my grievances after the stay. I’ve read those reviews and the management usually responds by saying to the effect of “we received no complaints from this guest. Had we known of the issues we would have taken care of them promptly.”
After speaking to a front desk staffer, I think his name was Josh, I was moved to ground floor room in the same wing that was much more acceptable. He also gave me a price break on the room rate and some extra IHG rewards points. I honestly didn’t think that would happen, so I ended up being a satisfied customer. Did I feel like a valued customer? Not really. A valued customer would never be placed in such a room in the first place.
An observation: many of the Holiday Inns that I’ve stayed at have pillowcases labeled “firm” or “soft” which makes it easy for me to figure out the best ones to use without having to go through the Goldilocks routine (too hard, too soft, ahh, just right). Well in the new room that I ended up in, all the pillows were labeled “soft”, but they weren’t all “soft” as I went through the Goldilocks routine to find the one that was just right. This makes me question the overall competency of the housekeeping staff.
Another observation was that there was only one set of washer/dryers available for guests to use. That made it a challenge for me to get any laundry done. Many of the other properties I’ve stayed at with laundering amenities had at least two sets of washer/dryers.
As you read the many reviews of this hotel on this site, this property is definitely acceptable. I personally will not be returning, not because of the way I was treated, but rather because most of the rooms with a single bed are on the ground floor. The chances of me getting a single bed on the top floor are slim to none, so I’ll opt for another property the next time I'm in town.
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