I have come to rely on HIE for a good place to spend a night but this one did not meet with the usual standards of the chain. When I realized this hotel accepted pets, I immediately called the hotel and explained that I was highly allergic to animals and I was asthmatic, and I wanted to cancel the reservation. I was assured that the 3rd floor of the hotel was definitely smoke free and pet free and I would be assigned a room on this "safe" floor. As I entered the hotel, the barking of dogs greeted me. This made me a little uncomfortable, but I went to my 3rd floor pet free smoke free room with high hopes. As soon as the door opened, I was overwhelmed by the smell of room deodorizer. Upon taking the elevator back to the lobby, a man with a bull dog in tow entered the elevator with me. Shocked to see an animal on the "safe" floor, I asked the man if he was staying on the 3rd floor and he replied "yes". I went straight to the front desk and began to reveal what I had learned. They said they knew and were trying to find another room for this man and his dog. The desk said they were unaware that the man was traveling with a pet. The desk attendant also said housekeeping would see to it that the room was sanitized and deodorized. (Had my room also had a similar problem?) At this point I attempted to find another hotel, but there was no other room available at the other hotels in the area. Reluctantly, I took extra meds, slept with a pillow I had taken from home and kept the air conditioner on high to filter the air. To compensate for my troubles, the front desk attendant gave me 1000 points towards my IHG Rewards Club. This was a nice gesture, but I explained that my health was certainly worth more that any amount of Rewards Club points.
The phone buttons for automated services,(housekeeping, front desk, wake-up call, etc.) did not work, so I was unable to make an automated request for a wake-up call. Not to be deterred, I dialed the operator and reached the front desk. I told the attendant that the phone buttons did not work. She said she was aware of the situation. Obviously, it was not something that the hotel deemed worthy of fixing. I then told the attendant that it was really important that I receive a wake-up call at 6:00 am. She assured me that my request would be honored. I am sorry to say that I never received a wake-up call. The room alarm clock did not work and I overslept. I understand this is my problem, but in a well-run, well-equipped hotel, this would have been a mute point.
Breakfast was to be served at 7:00 am. I arrived at the breakfast room at 7:15 am and was one of the first patrons there. Of the 4 coffee carafes, 3 were empty and everyone was vying for the one filled carafe. (Who needs this tension first thing in the morning?) The pancake machine was out of batter and the bagels and muffins were fresh from the freezer and were still frozen to prove it!
The shower curtain smelled sour and needed to be changed. There is no excuse for this, and had I been able to contact housekeeping on the phone, I would have requested a new shower curtain.
There were other minor problems which, under normal circumstances, would have been overlooked. Unfortunately, when these small inconveniences begin to pile up, they tend to leave the consumer with a bad impression.
On the positive side, the location of the hotel was very convenient and the room seemed clean.
Normally, I am not a complainer, as my other reviews can attest. However, this hotel was such a disappointment. The hotel is a busy place, directly on the route to The Outer Banks. Better management and more attention to detail could make this stop a real find.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Even though your review was not in our favor, it was well thought out and well written. I welcome everyone's thoughts, opinions and feelings...more so when it concerns our hotel. I apologize sincerely for the trials you went through during your stay with us. I would really appreciate it if you would contact me personally so we can discuss this. firstname.lastname@example.org is my email. I hope to hear from you soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.