The Garner Hotel by IHG - Madison, AL 🏨🤷🏻♀️🤔
Booked this on a whim and regretted it immediately at check in. The guy at the front desk did not want to honor our early check in that I was guaranteed the night before by the hotel over the phone. Didn’t even look up my reservation at first. After a few words he looked it up and spoke with his staff then, he did give us a nice clean room. Over the phone during the early check in phone call, they also said their pool & hot tub both were up and running no problem. At check in we were told the pool was closed and the hot tub was open, but cold. This was our son’s little birthday night on top of Father’s Day. So I was not pleased. I contacted IHG, after being told the hotel staff would be best to help and that they would reach out to me several times, no one from the hotel ever responded. Eventually IHG made it right but it took some back and forth. I’ve been a member for years and have never had an experience like this. The hotel looks nice but the staff at the front desk……Breakfast was good and the nice lady working the breakfast was making sure everything was stocked & clean. Best part of the stay.
During my stay at The Garner Hotel by IHG in Madison, AL, I found that while the hotel’s appearance was welcoming and the room provided was clean and comfortable, some aspects of the service fell short of expectations. From personal experience, communication and honoring reservations, especially early check-ins, are crucial for guest satisfaction. It’s frustrating when promised amenities such as a pool or hot tub are not fully operational, particularly during special occasions like birthdays or holidays. When I contacted the hotel to inquire about amenities, like the pool and hot tub, I was told these were fully functional, but upon arrival, the pool was closed and the hot tub was cold. This discrepancy can leave guests feeling disappointed and undervalued. Additionally, initial resistance from the front desk staff to honor an early check-in, without even reviewing the reservation promptly, can negatively impact a guest’s first impression. However, despite these service setbacks, the staff member managing breakfast was exceptional, ensuring the area was clean, well-stocked, and welcoming. This shows that individual employee dedication can make a significant positive difference in guest experiences, even when other aspects are lacking. For travelers considering The Garner Hotel, I’d recommend confirming amenity availability shortly before arrival and communicating any special needs clearly. For IHG members, it’s worth noting that while the loyalty program generally offers good customer service, sometimes resolution of issues may require persistence and direct engagement with corporate support. Overall, The Garner Hotel provides a nice physical environment, but attention to staff training on customer service and better management of guest expectations regarding facilities could enhance the overall guest experience at this location.
