My family and I checked in on the 28th of December 2013 at 4:38pm, but we actually were not settled in a room until 6:31pm.
The front desk representative (Annette) was honestly left to be desired. She didn’t have a pleasant attitude at all. When I checked in, I asked her if she had a room on a higher floor and she told me that she didn’t have a room with double beds that was clean. So she placed us in room 219. When we got to 219, the mirrored door on the closet was hanging off of the hinges. When I called to report it…I told her that we will suffice for a King Room on a higher floor and allow the kids to sleep in the living area on the sofa sleeper. She then placed us in room 616 however, the heat was not working. After turning on the thermostat to a warmer climate, and got no results…I called the front desk again. She seemed very perturbed and told me that she will call maintenance. When maintenance arrived he told me that he would bring us a space heater until he was able to rectify the concern. I then walked down the hall headed to the lobby when I ran into Donna (who is one of the housekeeping employees). She asked me was I ok…and I explained to her my concerns. She then took time out to walk me to the lobby and explained to Annette (at the front desk) that she can move us into 619 which was a double that just got cleaned. Annette told her that room was not in the system and she could not move us in that room. At this point, my husband and I needed a drink so we went to the bar for the happy hour until they figured it out. After sitting at the bar 10 minutes the bar tender told me that the front desk clerk wanted us at the front desk. When we walked over to see Annette…she just reiterated that she couldn’t move us in 619 and she is too sorry. However, she could move us in room 529. She gave us a key to 529 and we went back to the bar. When we got back upstairs to 616 to move our belongings, we explained our whole experience to the maintenance guy and he informed us that 619 had heating issues too. He also told us not to go down to room 529 because it was a maintenance room not a guest room. At this point I was frustrated to the 10th power…because I was very tired and wanted to relax. I told Donna the situation and she had me to speak to Laverne (Housekeeping Supervisor). Laverne took the matters in her own hands…I told her that I didn’t want to go back to the front desk because Annette was not pleasant, and I didn’t want to deal with the lack of customer service. So she asked me to stay put in 616 until she returned. She came back 20 minutes later with two keys to room 629. We checked it out first then moved our belongings in the room about 6:30pm. Now that was great customer Service she provided!!!!
On the 29th of December my husband and I headed to breakfast and ran into Derrick (maintenance supervisor); we explained our experience to him and he told us that he would come by our room with a pad to take notes. However, he never came by. He did advised us also to ensure we spoke to Tiffany Murray who in turn was not on the property when we checked out (even though the sign on the wall stated she was the manager on duty). When we checked out and found that Tiffany wasn’t around, we asked for Derrick but the front desk representative stated he was off site getting a key made and he would be back in 45 minutes. Brittney (the front desk representative) was very patient and disgusted with all that we had gone through. She spoke to Tiffany who was off site, and they allowed our stay to be complimentary since we had soo many issues.
Thank you for having individuals on board like Brittney, Donna, Laverne and Rosie. All four individuals showed splendid CUSTOMER SERVICE!!!!!!
IN-DOOR POOL AREA VERY NICE....ROOMS EXTREMELY CLEAN....BREAKFAST IS ABSOLUTELY PHENOMENAL....and the GM is ABSOLUTELY GRAND....ALL ABOUT CUSTOMER SERVICE!!!!!!
You won't be disappointed staying here!!!!
- Official Description (provided by the hotel):
- The Embassy Suites Jackson-North/Ridgeland hotel is a modern all-suite hotel offering business and leisure travelers a comfortable environment for exploring Ridgeland and Jackson, MS. Conveniently located in the Township at Colony Park - just 20 minutes from Jackson-Evers International Airport. ... more less
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- Also Known As:
- Embassy Suites Jackson-North/Ridgeland Hotel Ridgeland
- Embassy Suites Ridgeland