Holiday Inn Express & Suites Greenville - Taylors by IHG — Hotel in Greenville

We arrived at this hotel about 3:05 and had made a special request for early check-in (due to arrival at 3:00 and needing to get ready for an event). We were told the room wasn't yet ready and it would be about 30 minutes. In actuality, we didn't get to check in until a few minutes after 4:00 (normal check in time). We waited in the lobby and besides not being able to get into the room a little early, I was concerned that our stay might not be great because I had plenty of time to watch an army of ants parading through the lobby! Yikes!

On the way to the room, I noticed that it looked like there'd been a spill on the floor of the one working elevator (there are two at this location, but only one worked while we were staying), there were dirty and unvacuumed areas of the carpet on the way to the room. After being in the room for a little while, I realized that the carpet was not well vacuumed. There were little bits of lint and other trash in the room. I also saw at least one clipped toenail on the carpet.

The bed was extremely high off the ground, but quite comfortable with good pillows. The AC worked well and the shower water pressure was very nice.

Saturday morning breakfast was to begin at 7:00 and I was there about 6:45 with several other guests. The doors opened a little late at 7:03. The fridge that was labeled yogurt, eggs, milk had two milk pitchers, about 4 hard boiled eggs and no yogurt. The auto pancake machine worked well and these were tasty. There were scrambled eggs, link sausages, potatoes and biscuits. It seemed a bit funny to me to have biscuits without patty sausage or sausage gravy. I am a hot tea drinker and noticed that there were only a few tea bags available; they were not refilled while I was at breakfast. There were many disappointed coffee drinkers that morning as the full strength coffee was almost out that morning and did run out prior to 8:00 am.. There was caffeine free coffee in the machine, but that didn't seem like what people wanted. I heard staff say to several who asked that they were expecting a truck that day.

I felt that the lack of attention to detail from not ordering coffee to be there prior to running out to unclean floors, was not good. I would give them another chance with the hope that I was there on an "off" day for this location, but did not feel I got my money's worth...

Facilities overall are very nice (should be for as new as it is) and cleanliness is above average, but missing details. I'm struggling with the review rating between 4 and 5 for two reasons.

First, we booked through booking.com and almost everything we received was for a location in Florida and it was nearly impossible to tell where this one actually was, but hey, computer stuff happens. However, it took 8 days to get a reply that the booking was for the this location and not Florida (the email listed both at various points and contradicted itself); 8 DAYS to reply!! Then when I did FINALLY get a reply, the address was messed up to the point that we couldn't find the physical building. Hotel / hospitality 101, if the guest arrives frustrated because of your system, you've already failed and are going to lose money). Again, I understand stuff happens, so I VERY politely tell the desk clerk what happened and they might want to pass the info to the appropriate person... 1/2 second of crickets, followed by just shoving the sign-in paperwork across the desk and going into her check in script. Not even a half-hearted "oh" or half-hearted "I'm sorry that happened," not even a Taco bell level "I'll let them know." Nope, just right into the script. Obviously the hospitality training is missing in this hospitality location.

Second, while it was overall very clean feeling, some of the details were not clean The air inlet in the bathroom was dusty (classic caked dust), the bottom of the shower wasn't properly cleaned so there was buildup where the glass meets the floor, and the sheets were pilled (which is weird for a newer facility).

Again, I'm really torn on the review. I want to give it 5, I know stuff happens and the stay was quite pleasant after the initial difficulty, and I'd definitely stay here again, but it's hard to give it a five when their booking system is broken and most importantly, the first impression is that they don't care about the guest, which was reinforced by the lack of detail in the cleaning. These are such basic but important details that make such a difference (speaking as a...

Marred by a series of disappointments that stem from a lack of professionalism and genuine concern for guest satisfaction. I was told by front desk personal by the name of TY that it doesn’t matter who I’am and that the free breakfast they didn’t have available is free so I can go outside at 6am to get my 5 yr old son breakfast. While I had previously communicated with the manager, Mark, about issues such as finding hair in the bed sheets, this time around, my concerns were met with indifference.

Despite having had conversations with Mark in the past, he seemed to disregard my current issues entirely. I had requested reimbursement for breakfast items I had to purchase out of pocket, as the only option available for my son was a bell pepper omelette—something he simply could not eat. Instead of addressing my request with understanding, Mark rejected it outright, leaving me feeling unvalued as a loyal guest.

It’s disheartening to see a hotel prioritize its relationships with vendors and overlook the needs of its guests. While I understand that not every request can be accommodated, a little empathy and a willingness to listen can go a long way in customer service. Unfortunately, my experience felt more like an inconvenience to the staff rather than an opportunity to make a guest feel welcomed and appreciated.

In summary, my stay at IHG Taylor’s was disappointing, particularly due to the manager's lack of engagement and understanding regarding my concerns. As protocol he failed to give me a call to discuss my concerns I hope that the hotel can take this feedback to heart and work on improving their guest relations, as it seems that there is a significant disconnect between staff and the individuals they are meant to serve. I cannot recommend this hotel based on my experience and will be seeking alternative accommodations...