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Guest Reviews
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0%
Recommend This Property

Overall Experience

1.3

based on 3 reviews
0%
Recommend This Property

Ratings Breakdown

3reviews

  • 5 Stars
  • 4 Stars
  • 3 Stars
  • 2 Stars
    1
  • 1 Stars
    2

Clean and maintained, but the staff...

By

October 15, 2021

platinumelite

Overall - hotel experience is fair
I arrived at 06:00 (and I pre-noticed the hotel). the hotel doors were locked with no one at the front desk. I tried for 45 minutes to call the front desk and knock on the doors but nobody answered. finally I found a parking assistant that called the front desk lady with his radio but she refused to let me in the lobby and stubbornly kept me out for another 30 minutes. after 30 minutes of arguments through an intercom )!!!), asking just to sit with my suitcase in the lobby instead of standing at the garage entrance... she allowed me in. needless to say that nobody apologized

There were other small things showing that the hotel could have been managed better, and overall experience was well below my expectations from an IHG hotel.
I will not come back to this hotel

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Awful experience non existent basic customer service

By

June 14, 2021

club

***1st time in my life I take the time to write a review hopefully to help others. ***
06/11/2021, around 10 pm, there was loud music, yelling, and loud noises coming from multiple rooms around my room 221, people were having a party basically. I did not mind it at first hoping it would go away, but it kept going on and it was midnight already, I called the front desk and Louis Alvarez answered the phone. I reported very very politely the problem with the loud noises etc. He said not to worry and that he was going to contact the guests and solve the issue.
Nothing was resolved and my family could not sleep, I waited and called again at 1 am, at this point noticed there were about 25 people coming in and out of the room across mine some standing and smoking marijuana and cigarettes in the hallway, there was so much smoke eventually the smell and smoke came into my room. The music was very loud etc.
I called the front desk again and asked Louis again very politely to please do something, but this time Louis said he did not have time to go and deal with the issue since there were a lot of check-ins, which I highly doubt there are a lot of check-ins at 1 am. overall he was rude and disregarded my complaint.
In the end, nothing was done, the loud music, smoking, and loud nothing both in the rooms and hallway lasted up to 4 am. My family and I could not sleep.
The next night, the same thing happened. I requested a room change because not even that option was offered. Also, I asked 3 times for extra towels, and they failed to provide that.
To make things worse I emailed the manager, who is never present at the hotel, and he never replied back, so I will be calling the corporate office
Ironically, you can see a reply from the hotel manager Danny at danny@hiejc.com in other comments where he indicates you can contact him. Do not bother he would not reply to your email.

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Horrible experience! Wouldn't recommend

By

June 08, 2021

We were a group of 3 people and pre paid and booked this hotel for memorial day long weekend. We reached at the hotel at 11 pm, after traveling the whole day, and were allotted a room. To our surprise, the moment we entered the room, found it's a 1 bed(although we booked a 2 beds room). We came back downstairs, and the receptionist acted all surprised, as if he CANT see in the system it's a 2 beds or a 1 bed room.
We were told, there is no 2 beds room available and to adjust with a couch bed for the night. He was super rude, and unapologetic about his mistake and hung up the call when we asked about wifi password.
We waited 2 days to talk to the manager Danny and had to check out, without him showing up once. We also tried reaching his number and emailed him, but haven't heard anything yet.
We paid extra and chose the brand only to get disappointed and faced this horrible service. Never recommend it to anyone.

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