Holiday Inn Express & Suites Gadsden W-Near Attalla by IHG — Hotel in Gadsden

My entire stay at this hotel was interesting. My company booked my stay and placed card on file. When I arrived they asked me for a credit card for incidentals. The first two days my company credit card was charged, however, the 3rd day, they started running my card nightly through night audit. I didn’t catch this until several days later. They could not explain to me how it happened or why they asked me for a card because my company expressed that the card on file covered everything. One of the front desk staff, an older gentleman, when I would ask for new towels, would drill me as though I was taking towels home. He never gave me what I would request, and would always act as though he was writing it down, and would say to me “ I will let her know”. He did that throughout my 30 day stay. It was weird because no one else did this. Who is “she”, and why does “she” needs to know that I need fresh linen and towels, when you are giving them to me. He never acknowledged me or provided good customer service to me, however, I noticed he did with other guests. The other gentleman is the one who took my card when I arrived, and also when asked for extra trash bags did not want to accommodate until I called down the next morning to ask to speak with someone else about him claiming to not have any. I went down stairs to the kitchen and the young lady there, went behind the front desk where he was I gave me some. Later on that morning, he came knocking at the door and brought me more. The other staff members were super nice. The young lady in the breakfast area, the young ladies at the front desk, and housekeeping gave great customer service. The hotel room was old, refrigerator did not work and was iced throughout, and microwave smelled like someone burned something it it when I tried using it. My overall experience was that this hotel had some staff members that showed bias attitudes towards me. They didn’t want to extend good customer service and treated me like I was not wanted there. They are also in need of a room facelift. This hotel is one of many that is taking advantage of the fact that they do not have competition. They are upgrading their lobbies, but not their rooms, and getting away with it, because most of the people that stop in the area are truck drivers. I’m happy to say good bye ! When in the service industry, you should have people willing to serve all people, and if they only want to serve people that look like them, that’s not good service. The general manager made excuses for the gentleman that was always rude and condescending, by saying, I’ve never had problems with him, guest love him, he is one of my best employees, and he’s been here for years. Now what does me telling her how he treated me poorly going to go away because she’s telling me how great he is. He was not great at all to me and she didn’t care, as long as he was to who they considered worthy of it, I guess. Fair well to to this area of Alabama, that I’m hoping to ever have...

Upper management needs to know the Gadsden location has a Dream Team ! ! I cannot say enough good things about the team at the Gadsden location, Darlene, Lavon and Phillip. My stay was for a wedding, and I was bringing the gift bags for our guests with me (about 45 bags). I had already talked to the front desk and the plan was to put the bags in our guests rooms before they checked in; but of course I was running late. I stopped on my way in and bought several cases of bottled water, the bags were put together except for the bottles of water then tissue on top. I was in a panic when I arrived, Darlene and Lavon flew into action, they brought a luggage trolley to my car, helped me unload everything, Darlene directed me to a room right off the lobby, she started opening cases of waters and putting tissue in bags. Lavon took bags to the front desk to give to our guests that were checking in. Darlene printed a list of guests that had already checked in, and Lavon delivered bags to them. Later that evening, after the rehearsal dinner, family and college friends arriving back at the hotel weren't ready to sleep, there was too much catching up to do. Phillip and the staff provided a place to gather and our group talked and fellowshipped for hours. Darlene left her business card with one the front desk members to give to me with the message she lives near the venue and if I needed anything, anything at all to call her cell phone. Thank you Darlene! Thank you Phillip and Lavon! The staff at breakfast kept coming by checking on us. The rooms were very clean and very comfortable, the property was in good condition, but the best thing here is the Super Star Team....

I chose this location based on proximity to friends and family when we traveled to a wedding in AL from up North. Christina greeted us warmly and provided top-notch customer service. From her hospitable demeanor to her willingness to provide additional pillows, she showed the best of IHG properties. The room was spacious and clean, and the housekeeping staff worked around our "stuff" to clean and remake the room on our second day. No complaints at all.

The second part of this review is for hotel management. I understand the value of corporate customers (being one myself). HOWEVER, something should be done about the work crew staying at the property during our time there. Not only did they swarm the breakfast room, taking all the food on plates and bags as soon as staff brought it our. They stayed in line until more was brought out, "boxing" out other guests to save spots in line for their co-workers. Speaking of co-workers, it seemed to me and other guests that a number of the folks at breakfast were coming from outside the hotel (there are 4 other competing hotels within easy walking distance). Due to the immense pressure by this group, there was no way for staff to keep up with demand, forcing those not part of the group to seek other breakfast options off-property.

I stay approximately 150 nights per year in IHG properties, and have never seen this before. Please address this, as it greatly effects the...