Holiday Inn Express & Suites Florence I-95 & I-20 Civic Ctr by IHG in Florence

The front desk staff at this hotel is probably the most unacommodating, inflexible, unapproachable, and inhospitable group of people that I have encountered in all of my journeys. Hospitality and loyalty are foreign words to these folk. Given multiple opportunities to put the guest first, the staff continued to dissapoint at every turn. Nate at the front desk on the evening of February 13th displayed immeasurable cowardice and an arrogant lack of effort to accomodate a loyal guest's need to transfer rooms between adjoining stays. This was an epic failure of hospitality that could have easily been remedied with kindness and diplomacy. I hope to never stay here again if the welcoming committee has this attitude. This hotel's front desk staff needs a check up from the neck up, and the management needs to give them the space to make the right call.

Upon checking in, I learned that they did not have any rooms with a King-sized bed. The clerk told me that they had King suites, but that the cost would be substantially higher. I chose a room with two queen-sized beds. I then asked the clerk if a First Responders discount is offered, to which he replied, "No." Every other Holiday Inn Express gives me a discount for being a First Responder, so I have to wonder if this man has something against my profession. I certainly did not feel as welcomed here as I did in other Holday Inn Expresses. The beds were not as comfortable as others we've experienced in Holiday Inn Express motels and the drain to the sink wasn't working properly. On a good note, the building and room were clean and bright. Tje bed was horribly uncomfortable and we did not have a good night's sleep. Upon checking out, we were not asked how our stay was.

I recently stayed here 11/14-11/16 celebrating a major accomplishment of mine. I enjoyed the comfort of this place so much that booked again. This time I was met by Carolyn and Nate who refused to accept my reservation because we were “local residents.” I explained that I was just there and she said someone made an error. She told me she couldn’t pull up my new reservation or the one I had on the 14th. She begin to say it didn’t matter and stress that there was an error & they do not rent to locals and pulled out a list. After saying she couldn’t find either reservation, I contacted both Holiday Inn booking representative and Priceline. The Holiday Inn rep confirmed that the reservation to the policy Carolyn could not find was already cancelled. Again, this policy is not listed on the website and seems to be an unfair policy. I was very disappointed especially because I didn’t have any issues the last time I stayed and was willing to book again.