Holiday Inn Express & Suites Savannah - Midtown by IHG — Hotel in Savannah

I’ve switched this past year from booking Wyndham properties to HI Express for my own travel after experiencing the HI Express properties in College Station, TX, and Fort Walton Beach, F, which were very positive experiences. The Savannah Midtown property was the first unfavorable experience I’ve had with HI Express.

When we opened the door to our room, we found that it had 2 queen beds, not the King which I had requested and for which I had a reservation confirmation. The woman on the desk was the only staff on property. She kept insisting that I had made my reservation through a third party, not on the IHG website, and that she couldn’t change my accommodation. After 2 or 3 lengthy phone calls with IHG customer service and/or rewards desk, and a hour after we arrived, the woman at the hotel finally figured out how to reassign our accommodation in the computer. Her attitude was very defensive, and I felt she lacked training. I am a travel agent and meeting planner with almost 30 years in the business – I am very aware of, and experienced in, how I book reservations!

The first time we flushed the toilet, it backed up. I tried to call the front desk, but the phone in our room did not work. My husband went to the front desk and the woman found a plumber’s helper for my husband to use to unclog the toilet, but did not offer to do it herself and said no maintenance personnel were on property. He also reported that our phone did not work.

About 2 hours later, when we pulled back the sheets to go to bed, we found that the sheets were soiled (picture attached). I called the front desk on my cell phone to ask for clean sheets, but was told that we’d have to come down to get them as she couldn’t leave the front desk. I had to get dressed to go down to the get the sheets and we had to remake the bed ourselves.

The next morning, Lexie approached my husband in the breakfast area to ask about our stay. He reported the problems we had. She brought us a tray of cinnamon rolls for the meeting we were attending later that morning and said she would report our problems to management. The next day she advised us that we would be credited with 5000 gold points to make up for our problems. We have not received the extra gold points.

Our bed was not made up on the third day of our visit, even though we left the room by 9am and took the Do Not Disturb tag

On the fourth day of our visit, we again tried using the phone in our room to call the front desk. It still did not work. I used my cell phone to call and reported, again, that our room phone did not work.

We asked where the laundry room was located. We were told we had to use the laundry room in the hotel (Staybridge?) across the parking lot because our hotel did not have one. This is the first HI Express in which we’ve stayed to not have a laundry room on property.

We will be returning to Savannah every few months to oversee a family member’s medical care. Unless we are assured of significant improvements in service, we will not stay at...

At first glance this hotel seems ok. We had a standard 2 queen room that seemed to have everything we needed other than it only had 2 sets of towels and washcloths for a room that sleeps 4 people. Looking closer, though, nothing was cleaned deeply. There was hair in the shower curtain. The elevator was extremely slow and was never cleaned once during our stay. It yay kept getting dirtier. We found at that first night that our toilet leaked onto the floor every time it was flushed. We informed the front desk the next morning who sent maintenance to our room very quickly. The maintenance man was great but decided we needed a new room, as the repairs were going to take a while and be pretty loud. The front desk told us they wouldn’t have another room for us until around 12 or 1 which was fine since we were going to be out for the day. We get a call from the front desk around 12 asking why our stuff was still in the room when the maintenance man went back in, but we had not gotten a new room to put our stuff into. He then agreed to fix the toilet while we were out. Lots of miscommunication between the staff it seemed like. Additionally, the fitness room was also an eye sore. It was never cleaned. Neither treadmills worked, and at least 1 button on each of the other machines didn’t work. The wipes were always dried out. Breakfast seemed great the first morning we were there. There were individually wrapped English muffins and bagels available with a toaster. Lots of muffins, granola bars, yogurt, breakfast sandwiches, and one kind of fruit out. They also had waters, apple juices, and orange juices. Once supplies ran out, though, they were gone. There were no more bagels, jams, or juices left by Monday morning. There was also no one manning the breakfast room. Housekeeping was also an issue. We were told to put our towels outside our door in the morning if we wanted new ones. We did just that and took off the do not disturb sign before leaving for the day. We also put our trash cans right by the door since they were full with plates and such from breakfast since breakfast was grab and go. They picked up our towels outside the door but never left any new ones inside the room and didn’t empty the trash cans. We got back around 4 in the afternoon and were lucky they were still working on rooms on our floor. It was easy to ask them to give us some new towels and to empty the trash. They told us they don’t go into rooms that have the do not disturb sign on even though ours wasn’t on. Not sure why they would pick up dirty towels and not replace them. This hotel was most definitely not worth the price as you get almost no customer service during your stay. We will be looking for another hotel to stay at. After talking with another couple in the extremely slow elevator they had been staying at this hotel for a couple years when they come to visit their daughter, and they said the hotel has gone drastically downhill in the last year. Seems like they will also be looking for a new hotel...

To begin with, we have stayed at Holiday Inn Express hotels all over the USA and in Europe and have always been impressed and happy with the room and service. That was not the case at Midtown in Savannah. We just stayed there this past Labor Day weekend. We checked in and immediately noticed that (i) the toilet was running constantly; (ii) there was a huge puddle in front of the refrigerator and the refrigerator itself was not cool; and (ii) there were several spots where the carpet tiles had been ripped up and then just laid back down with the edges up (a total trip hazard). When we went to ask for a different room, the front desk clerk seemed to be completely overwhelmed with dealing with the customer in front of us, asking for extra room keys (took an inordinate amount of time to accomplish this for the customer). When he got to us, and we told him our issue, he said the hotel was fully booked but that he could move us the next day. We accepted that because we had no choice. Finding a room in a different hotel on a holiday weekend was not really an option. We then asked for someone to please take care of the toilet and refrigerator, and he assured us that he would have maintenance come up and take care of the problem while we were out. We also confirmed that he would move us the next night to a new room. When we returned to the hotel later that night, we discovered that he had not done as he said. So we took care of the refrigerator and just shut the bathroom door to cut down on the noise of the toilet. We put a chair over the ripped carpet so we would not forget and trip over it. We left the hotel for our activities early the next morning. When we returned, we discovered we were locked out of our room by the bar lock at the top of the door. We went downstairs to the front desk, and the same clerk was on shift. He didn't know what to do, so he called the General Manager who was not on-site at the moment. The GM told him how to "jimmy" the lock using hotel keys. That did nothing except make me think twice about how safe those locks actually are to the people in the rooms. The GM showed up about 20 minutes later and got the lock open on his first try. Turns out the casing of the lock was loose and "the room should not have been used." We could have told you that, sir. When we went downstairs to be moved to our new room, we discovered that the clerk had never moved our reservation. When We then finally got a new room, with none of the same issues. My review is what it is because HIE should not have rented that room to us in the first place. It should have been closed off for maintenance. Everything was a potential liability problem for the hotel. We were not impressed and will not stay at this particular hotel again in our frequent travels...