Hotel berhampiran Hanesbrands, Pearl

My experience with this hotel was a mixed bag that did not start off on the right foot. The gal at the front desk, Stephanie, needs to go to customer service training. Her manner was brusk and off-putting though I do give her credit for checking (reluctantly) to see if I could get an upgraded room as a Gold member. She did come through on that but never even acknowledged that she did so - I would have thanked her but she just shoved the keys at me. It wasn't until I got to the larger room that I realized that I was indeed upgraded. The room was large and nice but this hotel is older and showing many signs of wear and tear such as one of the doors in the shower was missing (which made for a very wet shower room), the washing machines were out of order as was one of the two ice machines. I could list many other issues. The breakfast was typical Fairfield. The location in Pearl made for woeful nearby choices for dinner though convenient to I-20.

As a Diamond member, I am very familiar of the perks/extras that each hotel within the Hilton network offers. This was the FIRST time that I had ever encountered such a rude and unprofessional front desk staff member (woman). I checked in a little after midnight and she complained that I had messed up her night audit because my card declined. SN: I lock my debit card when I am traveling almost immediately after making any purchase. I only unlock the card right before I use it and it gets locked back. Nevertheless, she attempted to run my card before I arrived therefore, it declined. She was not warm nor was she welcoming. She didn't give me the bag that I normally get which contains water and or snacks. My check in date was 3/24 but technically it was 3/25 because it was after midnight when I actually checked in. Nevertheless, I got to the room and there wasn't any linen nor pillows in the room for the sofa bed. My wife realized that I didn't receive any water or snacks like we always do at other Hilton brand hotels. I went back to the desk to request linen for the sofa bed and I asked about the water. She asked what room number did I have and she confirms that I was a Diamond member (at least that was my assumption). She then proceeds to tell me that if I had come back through the front entrance, I would have been offered water and snacks. Ultimately, she gave me to room temperature bottles of water in my hand without even putting them in the bag that I usually get at other hotels. I was too tired to address her unprofessionalism so I just went back to my room and got a few hours of sleep. There were a few issues I found with the room but nothing major. I don't plan on returning here. I always try to find a stopping point on my drive from GA to LA in this area. I'll look for other options going forward.

We very much enjoyed our stay. The next time we’re in town, this will be our go to hotel. The room was clean. The staff was great! We got to breakfast a little late, but the food was still good. Everyone was very courteous and helpful.

Rooms are not impressive. Very dark and dated. Small tv and ancient microwave. Basic bed that was not extremely comfortable. We stayed there for a week on business. Forget ironing your clothes. Iron and ironing board were both shabby. But the worst thing for me happened in the breakfast area. My husband and I went down. Saw people eating so we walked up to the breakfast bar and started making our plates. I sat down, my husband was still getting food and a woman from the kitchen came out and said to us (across the whole sitting area) that breakfast doesn’t start for another 8 minutes. Then looked at our plates and said I guess it’s too late now. We had seen one other guest eating a hot plate and others eating cold food. It was embarrassing and I was fuming. I went to the front desk and the attendant told me to mention it on my survey that I’ll receive by email. On the way back to where I was sitting, I looked into the kitchen area and told the woman I thought the way she talked to us was very rude. She wanted to argue with me about cold food being available versus hot food is not and I just walked away. Shortly after I called and spoke to someone else. She said she had heard about it and that I was rude, made a scene, yelled at the cook and made her cry. And another guest confirmed this. It was a complete lie. And this person couldn’t imagine the cook treating us the way I explained. She said the cook also just recently lost her mother. As if that is a reason ti be rude to guests. She apologized but I could tell didn’t believe me. Said she would pass it onto the manager. Never heard anything from a manager. That evening we spoke to a woman up front who was really nice. She said she would pass it on to the manager. We have yet to hear from anyone. Holiday Inn Express, if breakfast doesn’t start until a certain time, put a sign out. How are guests supposed to know that even though the food is out, it isn’t available? And it was 6 minutes before the 6:30 breakfast time, not 8, if you want to get technical. Also, teach your employees how to talk to guests. I almost always stay at holiday inn express when traveling. They have always been consistent and provide what I need. I have never stayed in one that was so outdated and had terrible customer service. I will stay at others but will never stay here again. There is one right down the road in Jackson and another in flowood. No need to stay here. We were going to move to another one after the first night but my husband became sick so we ****** it up there. Never again.