At the end of a 5 week road trip with the family, on the last leg of the trip, my wife and two young boys stopped at the Galesburg, IL Holiday Inn Express.
I am a Platinum Rewards-level client(their highest level) and had some minor issues when checking in: the room I requested was not available because the hotel was fully booked(no points off for that!!); and there was no micro/fridge, although the website stated that there was.
The room was very clean and the extra towels and pillows I had requested were already in the room. The beds were just right, and all other aspects of the room were as we had hoped after a 500-mile drive.
The following morning, roof repairs outside our window began at 7:00 am!! I called the front desk to find out what all the racket was, and was informed there was nothing that could be done, because the pool roof needed repairs. I politely expressed my view that this was a bit early to be inconveniencing the guests!
The manager, Ryan Cochran, called a little later to offer his apologies, but I could not speak with him very long at that point.
When I went down to breakfast with my two boys, I went to the front desk to speak with Ryan, as on the phone he seemed genuinely concerned about my not-entirely-satisfactory experience at his hotel.
We sat in the breakfast room for about 15 minutes and discussed my stay.
I am quite familiar with hotel operations all over the world, both the front and the back of the house.
I did not have an awful experience at his hotel, but Ryan was intent on correcting what could be corrected, and sincerely wanted me to leave the hotel with a good memory of it. He accomplished this graciously and with good humor. Ryan would be an asset to any of the most expensive chains and individually owned properties anywhere in the world.
I did not request any adjustment on the room rate/Reward points, but at the end of our discussion, he immediately suggested it. I appreciated greatly his understanding of my stay from my point of view.
As I said, there were minor problems. You can't always have perfection, but with a GM like this, it's a lot more possible. No question: I would recommend this hotel to the most discerning travelers.
- Official Description (provided by the hotel):
- The Baymont Inn & Suites Hotel in Galesburg is located on the east edge of Galesburg, a city rich in railroad and American history. Knox College, which is closely located to the Baymont Inn & Suites Galesburg, was the site of the Lincoln-Douglas Debate. Other historic places of interest include the birthplace of poet Carl Sandburg, the Ronald Reagen Trail and the Galesburg Railroad Museum. Galesburg is the future home of the National Railroad Hall of Fame, which is to be built within walking distance of the Baymont Inn & Suites Galesburg. Not far from the hotel you'll find the BNSF rail-yard and the Amtrak station. If you enjoy the theatre, don't miss the magnificent Orpheum Theatre. And if you enjoy the fall colors, you don't want to miss the Spoon River-Knox County Scenic Drive which is held the first two weekends of October.The Baymont Inn & Suites Galesburg offers 72 spacious and freshly remodeled rooms. Each room features free high-speed wireless Internet. Of course your stay won't be complete without enjoying our complimentary breakfast. Businesses near the hotel: BNSF, Gates Rubber Company, West Code Manufacturing, Historic Seminary Street shops, NAEIR, Dick Blick, Carhartt.Stay Smart, stay at the Baymont Inn & Suites Galesburg, conveniently located off I-74. ... more less
- Reservation Options:
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- Also Known As:
- Holiday Inn Express Galesburg Hotel Galesburg
- Holiday Inn Galesburg
- Galesburg Holiday Inn