Holiday Inn Express & Suites Columbia-I-20 @ Clemson Rd by IHG — Hotel in Elgin

We come to Columbia/Lexington area a few times each month for youth athletic events. This was just a quick overnight, so the pool being outdoors/closed didn't really matter. I was with 3 teen athletes for this stay.

What did matter was the poor breakfast availability and lack of fruit. Breakfast runs from 6:30-9:30am. I came down at 8:07am and every single chafing pan was EMPTY except for the gravy. No eggs, no egg whites, no sausage of any kind, no biscuits. No fruit at all either. Apparently it had been that way for several minutes because another guest told me they were already waiting when I got there. I made myself a bowl of grits and a glass of orange juice so I could eat something while I waited for the protein items. (youth sports?) At this time I see the attendant is standing in front of the main check-in desk chatting with other employees. She came back into the dining space a couple of times but never stayed long. At 8:40am she brought out some eggs, and egg white omelets and biscuits. I waiting until those that were there before me were able to get some & then I went up to make a plate. She also brought out some Turkey sausage, but no pork sausage at all. At 8:50am my 3 athletes came down to eat, but there was still no fruit, and all the eggs, sausage, and biscuits were gone. Since breakfast was scheduled to end at 9:30am, I told them there should be more soon, but that didn't happen. Several other guests came down & found there was only dry cereal, quick grits, gravy, yogurt, and juice and were very upset. The attendant walked over to a table where a man, his wife, and son were discussing the lack of food for the breakfast situation and she asked them if there was a problem because she didn't want to get in trouble. The wife told her she wouldn't get into trouble, that they would be ok. It was rude of her, and she had a basket out on the breakfast bar that said, "Tips Appreciated!" that I felt was poor taste. She then stepped into the back kitchen and came out with 4 apples and offered those to the couple and their son, they declined. She then put them back in the back kitchen space. At 9:00am, we left the breakfast space & the attendant was no where to be found. As we waited for the elevator to go back to our room to get ready to leave for our activity, guess who comes out of the elevator?! The breakfast attendant with another employee! WHERE HAD SHE BEEN? I just shook my head, as did the gentleman I mentioned early. He was quite upset, as was I.

When we came down to our car to leave it was 9:08am and the breakfast attendant was standing outside with another employee smoking a cigarette. The Breakfast time wasn't even over! She wasn't even putting out more food for the people that were in the space. I was very upset and disappointed with the breakfast situation. It is one of the main reasons I stay at a HIE, especially with youth athletes because it means they can get a hot meal with some protein and fruit to carry them through to lunch with all their activities. This was not the case on this visit. I had to stop and get them something on the way...

Everything else with this Hotel was passable but the check in service was horrible. When I arrived, no one was at the front desk except for another customer who said he had been standing there for a while and had seen no one to check him in. I got the luggage cart out and deliberately made a lot of noise to see if that would bring someone to the desk. When I returned, the attendant had indeed appeared. He got the first customer checked in and then checked me in. When the other customer attempted to get the elevator to open, it wouldn't work. I told him that the elevator was not functional and he said that someone was working on it and it would be ready shortly but the stairs were down at the end of the hall. I was also assigned a room on the third floor! I told him that not only could I not carry my luggage up 3 flights of stairs but I can not even climb 3 flights of stairs. I asked for a room on the 1st floor. He told me there were none available and THEN said that he didn't tell me that I HAD to climb the stairs but that he just told me where they were. Two more customers came and each was given their room assignments without him bothering to mention that the elevator was out and they were on upper floors. I had to tell each one of them as they stood at the elevator pressing the button! He eventually put a sign on the elevator (probably 45 minutes into this.) I dialed the 1-800 number for Holiday Inn and advised them of my situation telling them that I wanted my money back so I could go elsewhere, they asked me if he could not accommodate me with a 1st floor room. Suddenly, the attendant announced that he did indeed have a room on the 1st floor after all! He was less than sympathetic or helpful from the start. I told the morning attendant of this when I was checking out and he was VERY apologetic. He called the manager and took $25 off my room charge. The room was fine, the breakfast was fine and the check out was fine - but the first impression set the tone for my stay there as a not good experience. I would still recommend this hotel to others traveling through - hopefully the evening attendant has been dealt...

Well when I first arrived I automatically fell in love. With the atmosphere. How small and quiet it was but with huge rooms. I'm not a fan of standard rooms so always upgrade. And this one was worth it. However the "manager" at he front desk each morning, suggested on my second day, she'd be calling the cops bc it was 30 mins past check out. At 1130am! Mind you, as a member, I can ask for any kind of late check out up to 2pm. The first day, I liked it so much I decided to stay again to hopefully get to swim the 2nd day. I asked for a late check out due to some issues with my bank. And my corporate office. I travel tons and a lot of times it's on business so I use a corporate code. Well I used points my first night so when I changed the rate plan my corporate account was deleted. It took my office maybe an hour I'd say, after noon, which was when she said I could stay until, to get back to me with the okay that my account was fixed. I stayed in contact with the front desk at least every 30 mins to update them. So the next morning this lady decided to say I played too many games the previous day so the cops presence warranted them to arrive upon my departure as if to say I was trying to stay any longer than anticipated. If I had, I would've called for another late check out but I was actually on time that morning. So decided it was not needed. The call to my room killed every good thing about this place. I live in Columbia but nowhere near this side of town. It rubbed me the wrong way. And like I said, I'm a very frequent traveler. Mostly with Hilton as I'm a diamond member there. Well I'd been expieremeting with ihg and had nothing but great things to say. Staybridge is great and candlewood suites. Unfortunately I won't be doing too much more expieremeting out of my comfort zone. I'm not sure I'll be visiting any holiday inn Express...