I was in town to assist my mother with final arrangements for her sister who was in critical condition at MCCG. My husband booked everything with his Hilton points for an original one night stay. After a long day at the hospital, I checked in around 5pm. Fabulous location, very east to find, and right across from Mercer stadium. I felt very safe & secure. Lovely lobby area, cheery, inviting, complete with small bar & restaurant. Amy checked me in and she was an absolute delight. I can't stress enough how important this was to me after an afternoon of discussing funeral arrangements. The room was immaculately clean, very comfortable & I was pleased. The bedding was heaven. At the last minute, I needed to make another night's stay. Amy verified there was room the night before just in case, so on day 2 I called the front desk to make those arrangements early that morning. I was online booking to use my points, and called to the desk because it appeared I would have to switch rooms. All was well, Ms B assisted me & said she saw I was using points and she'd take care of everything from there.
I changed rooms and went on with my trip. The breakfast is made to order, and it was amazing. The service was cheery, people were smiling, polite--a total pleasant and perfect experience & stay. I would highly recommend this property. The one and only negative resulted when I received my bill for night 2 and saw I was billed in full instead of using my points like I had pre-arranged. It turns out there was a misunderstanding with Ms B, which is fine, it happens, life goes on. The problem is when I called down to inquire, Ms B was immediately combative & explosive, beyond inappropriate responses. In fact, after her tongue lashing was complete, she tried to hang up in my face. I asked for a manager which she informed me there 'wasn't one there, maybe I should call Hilton because she's done with this issue'. Ok, Ms B, your point was well taken. I have never been addressed in that manner, and I was on fire angry. Perhaps the General Manager will help Ms B with proper training in dealing with very minor misunderstandings for the future. I am still waiting for that manager to follow up with me regarding this situation. Not so much as a peep from anyone yet.
I was so thankful that my stay was so lovely until this point. It happened at checkout, and even though it left a bad taste in my mouth, I won't let it overshadow the efforts of the other team members here that worked so hard to make my stay so very pleasant in a time of bereavement.
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- Also Known As:
- Holiday Inn Macon North Hotel Macon