Holiday Inn Guin by IHG — Hotel in Guin

I booked a king handicap accessible room. When we got upstairs to our room, they had assigned us a two queen non-accessible room I called down to the front desk and the staff that night was very friendly She told me they had no accessible rooms left, and that I did in fact book a king accessible room, but someone assigned me the wrong room. She told me she would speak to her manager and see if they could give me a reduction on the rate or points. We got nione from her. We left at 5 AM and the front desk. Staff was very friendly and apologized and also said that when the manager comes in later that day, she would also speak to her. I waited until about 2 PM and decided to call to see what my final bill would be I asked to speak to the manager, and the lady that answered the phone said that the manager was not there. So I explained to her what happened and then she replied well I’m the front desk manager. Not sure what she was trying to pull. But if she’s the manager, then she should have to deal with issues that involve a manager and not pretend that she’s not there. That was my first indication that this conversation wasn’t gonna go very well. She then got very rude and snappy with me telling me that my account had preferences on it that said I wanted Two beds. I told her I have no idea what she’s talking about. I never made a preference for two beds since it was only me and my husband traveling for the last 10 years since our kids are grown. She said it was my fault because that’s what I put in my preferences I told her that I booked a handicap accessible king that the bed situation wasn’t a big deal. It’s the fact that I didn’t get a handicap room. I needed the bars beside the toilet to get up and down So my husband had to help me up and down every time I went to the bathroom. She wouldn’t let me get a word in edgewise and just kept repeating that my preferences was two beds. I can’t understand why they would give me a room that I didn’t book. So I told her that this whole situation could’ve been avoided if she saw that I booked a handicap king and my preference said two beds with a simple phone call asking me what room I preferred. She did reply. Yes, you’re right. But my understanding is whatever your preferences are is what you would like and are not a guarantee. Also, I was told from the agent when I called that that preference applies to rooms that are not assigned a specific category. They are for a category where you don’t care what room you get just as long as you have a room. I went onto the app to look to see where these preferences were and I could not find them anywhere on the app So I had to call the main number again to ask them to take the preferences off that I never put on. We are platinum elite, and have been using Holiday Inn for several years and I have never had this issue until this hotel. But what upset me was, she wouldn’t listen to me and blamed me for her assigning the wrong room. Never once did she apologize. Regardless, if I wanted a two bed, I still wasn’t given the room I needed the handicap accessible room. The rest of the staff was very nice and friendly, but their manager needs some serious customer service training. I cannot believe that she treats people the way...

The following is a review that was written on month ago, and today after speaking to Lindsey and getting superior customer service and of course all the help we needed to book again, I had to call her back and cancel for now due to a Tropical Disturbance that was going to make traveling dangerous. However, it's the amazing caring and helpfulness that Lindsey always shares that makes it so special to stay here. SO, HUGE THANK YOU LINDSEY, and we will be calling back to reschedule our stay. It's amazing we feel like we're coming to visit family when we stay here. ||We want to share an extraordinary Holiday Inn experience, and tell about the most loving and compassionate staff that we've ever found at any hotel that we've ever stayed at. First off I want to thank a church called The RAMP, and our realtor Sherry Howell, for recommending this phenomenal hotel. (Y'all were right it's the best) For the last 11 years my husband and I have traveled throughout the USA staying in hotels, and some stays were 3 months long, all due to a lengthy medical history. We can honestly say, that 100% of the staff, at Holiday Inn Guin, treated us with a genuine compassion that you just don't see much of today. It seems that the world we live in is just so busy, and at times cold and detached when it comes to people. NOT HERE. We were welcomed by Lindsey at the front desk, and this precious lady just couldn't do enough for us. Her kind and caring heart is so beautiful, and our long and taxing drive into town, along with anxiety about finding a place to live was just overwhelming, and she knew that! What we're sharing holds true for every one of the beautiful young ladies that we met from the early morning breakfast to the dinner hour. Their kindness, smiles, and compassionate hearts made us feel so welcomed. Our room was immaculate, and everything was perfect. The food was plentiful, so much to pick from and cooked to perfection...I love that they have real scrambled eggs! Unfortunately, my husband wasn't feeling well upon checking out, so when we left the hotel, we accidentally forgot some clothing items in the closet. We didn't even realize it, and while we were en-route home, we received a text message sharing this information. I called and spoke to Lindsey and she gave us the protocol to follow, so all is well, and it's the genuine caring that makes all the difference. A huge thank you to the ENTIRE STAFF, and prayers for God's blessings to all these beautiful ladies in fathomless measure of good health, safety, and joy over flowing. We love Alabama!!! We'll...

So many reasons our 2 night stay was excellent. First, I must tell you, our family booked 8-10 rooms because we had all traveled to Alabama to bury my uncle in a nearby family cemetary. From the very first phone call to arrange this I was impressed because Brandie (sp?) was so sweet and helpful in getting us taken care of. My aunt, ever the organizer, took over the plans (she's my hero) and they worked through the issues that came up with grace and professionalism. Upon arriving I was delighted to meet Brandie who showed us so much care and southern hospitality. I want to interject here that even though it's "their job" to be hospitable, your attitude goes a long way in cultivating that relationship, however brief it may be. They are humans deserving of our respect as much as we expect to be respected. I say this because they were short staffed and very busy trying to keep up. Not once did they complain and each person was so nice in the dining area. Madison comes to mind here. She is a gem! Of course all the folks behind the scenes, making the extraordinary breakfast buffet and cleaning up after us deserve credit too. They worked their butts off! (Add the $10 for the buffet when you reserve. You will be so happy you did!) The hotel is the cleanest one I've ever stayed in! The location is beautiful and the pool is very nice. The rooms were very comfortable but be warned, when it's hot and humid the hallways are too. Your room will be just fine. Comfy pillows and mattresses and nice showers. I suggest you bring your own hair dryer. Also, no USB ports in the rooms so come prepared or you're headed to Walmart in Winfield! My family was very impressed with the whole experience and grateful to have a conference room to ourselves to gather and share stories about my dear uncle. Again, I can't say enough about the friendly people here. They do a fantastic job! We will stay here anytime we are traveling down that way again. Take...