from SW Ga.
Submitted on 22-07-2016
We passed through Bainbridge on our way to Florida last Friday, stayed at HIE. Anjoli at the front desk was sweet, friendly, and helpful. We went to our room and found that the sheets had not been changed, even though the beds were made. Crumbs and other things in the sheets. Tried to call front desk...phone was dead. Went back to Anjoli who was very apologetic, went up to check on the room across the hall to be sure it was clean and not only upgraded us to a suite, but gave us a discount. Nex...
We passed through Bainbridge on our way to Florida last Friday, stayed at HIE. Anjoli at the front desk was sweet, friendly, and helpful. We went to our room and found that the sheets had not been changed, even though the beds were made. Crumbs and other things in the sheets. Tried to call front desk...phone was dead. Went back to Anjoli who was very apologetic, went up to check on the room across the hall to be sure it was clean and not only upgraded us to a suite, but gave us a discount. Next morning (after sleeping on a VERY comfy bed) we enjoyed the free breakfast and very pleasant staff. Was disappointed there was no bacon on the menu and the pancakes are way too thin, but the biscuit and gravy was delicious. As we were getting ready to check out, I wanted to double check our reservations for this weekend, and no one was at the desk. The phone was ringing off the hook, there was no note or sign on the desk. I did notice a sports car under the canopy and a young lady standing in deep conversation outside with the driver. Eventually, the housekeeper heard the phone and came to the desk. Told her I had been there for about 10 minutes waiting and calling out to see if anyone was around. She went outside and retrieved the desk clerk from her convo with the driver of the car. She was not in a good mood and after the friendliness and pleasantries of Anjoli the day before, this clerk was quite a disappointment. She confirmed our reservations. We checked out. We arrived back today and Chelsey was at the desk to check us in. She was just as sweet as Anjoli. Chelsey checked us in, early, even went to the room to be sure it was ready and clean. April also came to the desk to see if we needed anything, while Chelsey was checking on our room. She told me she had just baked fresh cookies! ;) After we unloaded and settled in, we discovered there were problems with both TVs in our suite. I called the desk and after it rang for a looooonnnnggg time, someone answered in the same manner I answered my phone when my caller ID told me it was my mother in law. She asnwered "FRONT DESK". I told her that our TVs were not working. "Well, youll have to wait a bit. I will send someone when I can." I told her OK. She hung up. I looked at my clock because i fully expected to have to call back later. But, to my surprise, the maintenance man came a few minutes later. Derrick was a maintenance man out to please the guests!! He resolved the issue with one tv but the other one he made a dozen trips trying to fix it. Apologizing each trip for not resolving it. After he had exhausted all ideas, he said there was nothing else he could do. I went to the desk and told Bianca, who said, "sorry".. I asked what we were going to do about it. She said there was really nothing she could do about it. She didn't have the authority to buy a new tv, after i told her she could buy one at Walmart for less than $100 across the street. She also didn't have the authority to do anything else about it. Derrick reminded her there was a repeated problem with the living area Tv in suite 219---to which her reply let me know she was aware there was a problem but apparently no one was doing anything about it, except Derrick who can only do so much. I asked if she had a general manager or owner.. She said yes. I asked if I could have their phone numbers. She said no. She said she would have to call them for me. I said, OK, I will wait. Lucky for Bianca, who obviously went to the same customer service school as the one who was at the desk/hanging out with her boyfriend with a sports car last weekend, Derrick remembered a TV in a conference room. He brought it up and he and my husband installed it. Derrick gets my vote for Employee of the Year, with Anjoli, Chelsey, April, and the lady in kitchen getting honorable mention. This is a nice hotel but some employees need a little fine tuning (or guidance) on their interaction with customers skills. There also needs to be some sort of check list when the room is cleaned that ----remote for each tv: check, ---remotes work: check, ---sheets changed: check, ---bathroom swept: check; ---tape/bandaids vacuumed off floor: check. Also, the rooms facing the highway get wet when it rains. The floor was wet last week and I told Anjoli about it because I didn't know if a/c was leaking or what. She said yes they knew it. When it rains, the water comes in from the a/c. They just soak the water up after it rains.......??????......I wonder how often they check under said carpet for mold. I will try not to think about that though because this bed is really comfortable and Derrick worked so hard to get me a TV to watch. Get a room at end of hall, it might be quieter. And stay on top floor....the noise of guests walking above you is a bit loud.