Holiday Inn Express Statesboro by IHG

We arrived late, and the front desk was awesome. I think the young woman was named Kami. She was wonderful with our kids, offering extra towels and going well beyond what we expected. She met us with the luggage cart and helped my wife with the bags while I moved the car. The housekeepers were friendly and pleasant too, and breakfast was okay.

This is my second week checking in during the evening and getting the same female desk agent. She doesn't greet me or acknowledge me as a member, and she doesn't tell me the breakfast hours or what amenities are available. She isn't welcoming, and makes it feel like I'm bothering her by checking in. Her customer service isn't up to the IHG standard. Some professional development and training in Merlin or Climb could improve how she handles check-in.

The location is great, and the staff made check-in and checkout easy. We had trouble with the air conditioning in both rooms: it wasn’t working in the first, and in the second it ran for a few minutes before the thermostat batteries died. Staff brought batteries, and my husband replaced them. The bathrooms are extremely cramped. You can’t open or close the door while sitting on the toilet. There was water damage in our room, and the carpets throughout the building need replacing. Great people and location, but the hotel needs a remodel.

Ms. Terry, or Tee-Tee, was such a delight. Our tournament began at 6:30, before breakfast normally started, so I asked if the team could eat around 6:15. She and the pantry crew happily opened the kitchen early for the young people. The next day, they let us use the lobby for team bonding, and a staff member promptly lowered the music when I asked because it was too loud. Check-in was flawless, and the coaches and team also received a welcome gift. That’s excellent customer service.