酒店回复: Dear Guest,Thank you for your kind feedback. We are glad to know you loved your stay and appreciate your recommendation. It is wonderful to hear that the experience met your expectations and felt welcoming throughout your visit. We value your comments and remain focused on providing a comfortable and well-cared-for environment each time you return. We hope to welcome you again soon.Sincerely, Response Management team
5.0分
情侣出游
原文
翻译提供方：Google
非常愉快的住宿体验
展开
酒店回复: Dear Guest,Thank you for your kind feedback. We are glad to know you had a very nice stay. Your comfort and satisfaction are important to us, and we look forward to welcoming you again soon.Sincerely, Response Management team
5.0分
其他
原文
翻译提供方：Google
洁净室
展开
酒店回复: Dear Guest,Thank you for your feedback. We are glad to know that you found your room clean and comfortable. Our housekeeping team works hard to maintain a welcoming environment for every guest. We appreciate your kind words and look forward to hosting you again soon.Sincerely, Jeoffrey Borino Holiday Inn Express & Suites Saint Augustine North by IHG
2.0分
家庭亲子
展开
The hotel was very clean, and the breakfast was excellent despite the hotel being completely full. We also want to highlight the outstanding service from the front desk agent who checked us in, Nick Pereira. He was extremely kind, welcoming, and professional. However, we do have a serious complaint regarding the behavior of the night shift staff member on Friday, November 28, named Terry J. Her treatment toward us felt discriminatory and disrespectful. We were sitting in the lobby talking quietly in Spanish, and she repeatedly made “shhh” gestures at us, spoke to us in a very rude manner, and even slammed objects on the counter where check-ins are done. At one point, she even turned off the lights, leaving us completely in the dark. When we asked her politely to turn the lights back on, she looked at us with hostility and continued speaking to us disrespectfully, assuming we wouldn’t understand because we spoke Spanish. Additionally, the young man working during breakfast seemed visibly irritated, throwing items around—for example, when the waffle machines beeped, he would go over and slam them loudly in front of all guests. We enjoyed the hotel overall, but these interactions made us feel uncomfortable and unwelcome. I hope management addresses this issue to ensure all guests are treated with respect, regardless of their language or background.
展开
酒店回复: Thank you for taking the time to share such detailed feedback about your recent stay with us. I am very glad to hear that you found the hotel exceptionally clean, enjoyed our breakfast despite high occupancy, and received outstanding service from our Front Desk Agent, Nick. He will be recognized for the hospitality you described.I also want to sincerely apologize for the concerns you experienced on the night of November 28. What you described is not reflective of the standards of respect, professionalism, and inclusivity that we expect from our team.I have conducted a full internal review of the situation, including speaking with the employees involved. It was reported to me that a guest in room 106 complained about the volume level in the lobby, and that this guest was also present in the lobby at the time of the interaction. Based on that information, our night auditor believed she needed to intervene. That said, I fully acknowledge and respect that you stated the lobby phone never rang and that your family was speaking at a normal, respectful volume.Regardless of circumstances, the manner in which you described being approached is not acceptable. Guests should never feel targeted, unwelcome, or disrespected—especially due to the language they speak. More than half of my team members are Spanish-speaking and come from culturally diverse backgrounds, and we value that diversity deeply. I want to assure you that discriminatory behavior of any kind is not tolerated here.I have addressed this matter directly with the employee involved, including expectations for communication, professionalism, and appropriate guest interactions. Additional coaching and training are being implemented to ensure that every guest is treated with courtesy, consistency, and respect.Regarding the breakfast experience the following morning, I have also spoken with the staff member on duty. While the breakfast area can be fast-paced during peak times, the behavior you described is not appropriate, and corrective action has been taken to ensure this does not occur again.Please know that your entire experience has been taken very seriously. Your feedback helps us improve, and I appreciate the respectful way you brought this to our attention.If you have any additional details you would like to share or if I can assist you further, please feel free to reach out to me directly. I truly hope you will consider giving us another opportunity in the future so we may provide the comfortable and welcoming stay you expected from us.Thank you once again for your time and for helping us address this matter properly.
4.0分
家庭亲子
展开
Staff was great and very friendly. Room was clean when we got in. Cleaning staff did not clean the room when we got back in for our second night. We called the lobby and he brought us some towels and garbage bags. Note: please add standard sausage patties along with the turkey patties as an option. Turkey patties aren't good. The kids love the indoor pool. Wish it was a heated pool though. I will definitely stay again in the future.
展开
酒店回复: Dear Guest,Thank you for sharing your thoughtful feedback. We are glad to know that the friendly staff, clean room on arrival, and indoor pool added to an enjoyable stay. We have noted your comments regarding housekeeping service, breakfast options, and pool temperature, and our team will review these areas. We appreciate your intention to return and remain focused on providing a comfortable and welcoming experience for future visits. We hope to welcome you again soon.Sincerely, Response Management team
5.0分
其他
展开
Room was very clean and neat . Breakfast great . I would recommend to have a microwave available in the breakfast room because there are persons who likes warm or hot milk . Service was professional .
展开
酒店回复: Dear Guest,Thank you for your feedback. We are pleased to know that the clean and neat room, great breakfast, and professional service made your stay enjoyable. We have noted your suggestion regarding a microwave in the breakfast area and will review it with our team as we look to enhance convenience for guests who prefer warm options. We hope to welcome you again soon.Sincerely, Response Management team
3.0分
其他
展开
My stay was okay just had a few minor issues with cleanliness in my room. There was a hair on the bathtub and the shower rod appeared to be rotting or something on the ends. Also the desk and tables had sugar ants. The beds and linen were clean and the front desk staff was very helpful as well.
展开
酒店回复: Dear Guest,Thank you for sharing your feedback. We are glad to know you enjoyed the clean bedding and helpful service from our front desk team. We have noted your comments regarding the bathroom and ants and will review them with our housekeeping and maintenance teams to ensure a more comfortable stay next time. We hope to welcome you again soon.Sincerely, Response Management team
5.0分
情侣出游
Staff was great. Very helpful and kind. Breakfast was also great. Recommend for sure.
展开
酒店回复: Dear Guest,Thank you for sharing such a positive review. We are glad to know that the helpful and kind staff, along with the enjoyable breakfast, made your stay pleasant and welcoming. Your recommendation means a lot to us. We look forward to providing another comfortable and well-supported visit in the future.Sincerely, Response Management team
4.0分
其他
展开
Good morning. Overall you have a nice property and your staff was wonderful.
We were not able to have our breakfast on Sunday morning due to, as I understand it, some sort of staffing issue due to what sounded like a family emergency. I hope all turned out well.
When we checked out we told the front desk of a small maintenance issue with shower faucet which was dripping. This in turn caused the drain to hold water and looked moldy.
We enjoyed our stay and would certainly return again.
展开
酒店回复: Dear Pamela,Thank you for your thoughtful review. We are delighted to know you enjoyed the property and found our staff wonderful. Your understanding of breakfast is truly appreciated, and your note on the shower faucet has been shared with maintenance for correction. We are glad you will return and look forward to welcoming you again.Sincerely, Response Management team
酒店还行，不错，没有出现什么无法解决的问题，比较卫生，被子挺干净，好。
服务：还不错，前台态度还行，不用等很久就能入住
我们非常喜欢，强烈推荐。
非常愉快的住宿体验
洁净室
The hotel was very clean, and the breakfast was excellent despite the hotel being completely full. We also want to highlight the outstanding service from the front desk agent who checked us in, Nick Pereira. He was extremely kind, welcoming, and professional. However, we do have a serious complaint regarding the behavior of the night shift staff member on Friday, November 28, named Terry J. Her treatment toward us felt discriminatory and disrespectful. We were sitting in the lobby talking quietly in Spanish, and she repeatedly made “shhh” gestures at us, spoke to us in a very rude manner, and even slammed objects on the counter where check-ins are done. At one point, she even turned off the lights, leaving us completely in the dark. When we asked her politely to turn the lights back on, she looked at us with hostility and continued speaking to us disrespectfully, assuming we wouldn’t understand because we spoke Spanish. Additionally, the young man working during breakfast seemed visibly irritated, throwing items around—for example, when the waffle machines beeped, he would go over and slam them loudly in front of all guests. We enjoyed the hotel overall, but these interactions made us feel uncomfortable and unwelcome. I hope management addresses this issue to ensure all guests are treated with respect, regardless of their language or background.
Staff was great and very friendly. Room was clean when we got in. Cleaning staff did not clean the room when we got back in for our second night. We called the lobby and he brought us some towels and garbage bags. Note: please add standard sausage patties along with the turkey patties as an option. Turkey patties aren't good. The kids love the indoor pool. Wish it was a heated pool though. I will definitely stay again in the future.
Room was very clean and neat . Breakfast great . I would recommend to have a microwave available in the breakfast room because there are persons who likes warm or hot milk . Service was professional .
My stay was okay just had a few minor issues with cleanliness in my room. There was a hair on the bathtub and the shower rod appeared to be rotting or something on the ends. Also the desk and tables had sugar ants. The beds and linen were clean and the front desk staff was very helpful as well.
Staff was great. Very helpful and kind. Breakfast was also great. Recommend for sure.
Good morning. Overall you have a nice property and your staff was wonderful.
We were not able to have our breakfast on Sunday morning due to, as I understand it, some sort of staffing issue due to what sounded like a family emergency. I hope all turned out well.
When we checked out we told the front desk of a small maintenance issue with shower faucet which was dripping. This in turn caused the drain to hold water and looked moldy.
We enjoyed our stay and would certainly return again.