The HGI-Pensacola Airport has always been a winner when it comes to location, consistency, service, beds, breakfast and staff - and now I've got to add customer service/positive resolution of problems to that list!
When I checked in last week, I noticed a musty smell in the room. Upon reporting it to the front desk, a staff member was dispatched with "Fabreeze," and an attempt was made to remedy the situation. When that did not work, the hotel night clerk personally came up to the room, took a "whiff," pronounced the room as "unacceptable" and moved me to another room (same location in the hotel, just one floor higher). And when I say "moved me," I mean that he not only brought the key with him when he came up to check on my complaint, but also physically helped me make the move.
The breakfast buffet is terrific, and has just about anything you might want...and if its not on display, they'll make it for you, as in my mushrooms-onions-tomatoes-spinach omelete. The omelete-maker was a young man named Chris (originally from Puerto Rico, more recently south Florida and now Pensacola - I know because the server wanted him to hear my positive reaction to the omelete first-hand), and he made one of the best-tasting, properly cooked and appropriately stuffed custom omeletes I've ever had.
Many of these buffets have dried out oatmeal, but not here...ditto for low quality bagels, but these were a lot better than the typical "Lenders-style" frozens that you see too often...and there was an assortment of yogurt (too often, its one flavor per day, and its typically the same banana-strawberry that I can't stand). The server was attentive and friendly. It was also a nice touch to see the hotel's general manager come down and eat breakfast there, too! About the only negative to the breakfast was the orange juice, which was very mediocre at a time of the year when there should be some pretty good fresh-squeezed available.
You simply can't ask for a better location - everything from a McDonald's with a full kids playground to the Pensacola Ale House (large sports tavern with more screens than anyplace I've been in years, plus excellent food with a surprising variety and large portions), there are more than 40 restaurants within a five-minute drive and they even have a free shuttle to/from the airport.
The business center has what you need (two computers, two printers, separate copier machine/fax, plenty of supplies), the fitness center has lots of aerobic machines (but very little for lifting) and the small bar is complemented by a pretty good restaurant. Another nicety - there is a traffic light at the entrance to the driveway (which is shared with an office supply store and a private medical facility), so you can turn left out of the hotel if you need to do so.
All told, I give the property a top rating.
One other "drawback" - the fresh, warm cookies that greet you at check-in are clearly NOT low-fat or low sugar, but they are addictive!!
If you are a light sleeper like me, make sure you ask for a room facing the rear of the hotel becaus...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 4, 2013
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Thank you for reviewing our property on Trip Advisor and for taking the time to share details about your stay. We are pleased to hear that you enjoyed your stay with us.
We are sorry to hear that there was a musty odor when you first checked in; that is certainly not a standard at our hotel. We are happy to hear, however, that our staff was able to take care of your concerns in such an accommodating maner.
Outstanding customer service is our #1 goal and we encourage our staff to build a personal connection with every single one of our guests. It’s great to hear, that our employees are able to go that extra mile and make you feel comfortable.
I also appreciate your positive comments regarding our breakfast, location, business center, and fitness room…all are areas that we take great pride in!
Thank you for staying with us. We hope to welcome you back soon!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.