I still can't believe the situation I was in a few weeks ago. I checked into the Holiday Inn Select in Clearwater, FL. It was late but I had a lot of work to do. The wireless internet had a problem. Since I was on the 4th floor, I called downstairs to the lobby to have them fix it. They told me that they would reset the wireless router. I had momentary access and then it went out again. It was out the rest of the evening. I called downstairs several times and received empty promises that something would be done. It wasn't.
The next morning, I called downstairs and was told that there was nothing wrong with the internet. Why? Because the front desk told me that they were on the internet. I told them that the connection to the internet may be fine for the hotel but the wireless access point on the fourth floor was somehow faulty. They were willing to do nothing.
Well, I asked to be transferred to the manager. The manager got on the phone and proceeded to tell me that there was nothing he could do because he was on the internet in his office. Again, he was on the first floor. I asked why didn't anyone call tech support as I had asked last night or this morning and he told me that there was no need. Then, he told me that there was nothing he could do for me.
Well, I got dressed, went downstairs to leave for the day to find a wireless network to get some work done. But, before I left, I stopped by the front desk to get the name and number of the hotel manager so that I could file a complaint with Priority Club. The Manager came out from his office as if he were going to hit me. He asked what the problem was (very loudly) and I told him how I didn't appreciate sitting in my room all night without internet access.
When he again tried to explain to me his view on the situation, I told him that I do this for a living. I am an IT professional with 20 years experience. I know wireless network outages. The hotel just didn't follow up with the complaint. He again tried to say something. That's when I stopped him. I told him that all I need is his name and number so I can complete my complaint. He THREW his business card at me and starting yelling stating that he could put me out of the hotel by calling the police. I told him to go ahead and try. He didn't and I left.
Now the worst part of this story comes when I tried to call Priority Club to complain. Priority Club said that they would call the hotel and get to the bottom of what happened. They did, the manager lied and said that I was irate and yelled at people and acted out of control. Complete lies. But, because of what he said, Priority Club said that there was nothing that they could do and they support their hotels. So, I said I would never stay at another Holiday Inn. Ever!
Do not use Holiday INN Priority Club online booking. It is too easy to miss fine print if it's there and be charged for your stay in full with no cancellation or ability to depart early, for any reason. This is like a legal internet scam. They get your card number to open an account and use it however they please. I see on this site that a fellow whose plane was canceled due to weather from England to the US was charged $520.00 a night for each room with no refund even though it was beyond his control and he called before 6 pm.
Even if you arrived and the hotel was in poor condition or blown up, the Holiday Inn corporation customer service state on the phone they will stand behind the chain's right to charge in advance.. I was booking to stay at the above the Hotel for March 1 to 11, 2009, through the priority club, online reservations site. The hotel is independently owned and charged for the full 10 day stay. I didn't realize this was happening, it charged my card on file with Priority Club, didn't ask me to enter one.
Like many here, I was told to wait 48 hours for the hotel to respond as they can't help me prior to that. I have spoken to everyone I can and also sent a letter of complaint to the Hendersonville, TN BBB in hopes of getting my 10 days credited back. The worst thing about this is I am going for work and I told the hotel I just wanted a normal reservation for the 10 days that can be altered, in case the company cancels or changes dates on the start up. They wouldn't switch it to a normal reservation and there will be 4 rooms for 10 days reserved, not just my room they stole the money for.
In short, don't book through the online booking. It's very deceptive and occasionally will charge for full stays and does not make it clear. I'm sure my work won't pay me for the reservation I made for next month until I've stayed there. There is no assistance through customer service, they told me they back their hotels not the customer. This has happened repeatedly from what I can read on this site. So avoid the Holiday Inn Scams.
SAN FRANCISCO, CALIFORNIA -- Was thrown out of the hotel in front of guests and employees by the manager name **. He commented that I had lied about my stay in March of 2012. I had voiced concerns about mold and dust in my room to 4 hotel employees. In June when I was checking in he had walked up and thrown me out. He has commented he had offered accommodation and I refused. Guest services are also not a help, I have a right to sleep in a clean room.
I was not relocated to a different hotel by his comment I was thrown out like an animal, in a strange town. I suffer from a disease that mold and dust can put in such distress that I can stop breathing. They are telling me case is closed, and they had not even spoken to me. I have witnesses with numbers, names, I have a recorded cell phone tape of the incident. Holiday Inn has no regards about guest safety, when people call to voice concern they retaliate.
Do not stay there. I am going to escalate this matter. The recording will be going to the media, and I have every intention to make sure this does not happen to another guest.
MARSHFIELD, MISSOURI -- On June 18th I called Holiday Inn Express in Marshfield Missouri to book reservations for a room and also get details on booking a conference room. When "the girl" answered the phone after I made 3 phone calls she stated she was unable to book reservations I would need to speak with the manager. She was very rude and acted as though I was putting her out. I asked when the manager would be on duty she informed me it would be tomorrow between the hours of 7 and 3.
I work those hours so that was not possible. I explained to her I have never had to speak with a manager before to make reservations at a hotel. I proceeded to ask her if they had a conference room and she said "NO!" I then made a phone call to Holiday Inn 800 number and ask if this was normal protocol and was told it was not and yes they do have a conference room. I would not book a room with this hotel because of the rudeness and lack of knowledge of the staff. I do not need hassles while having a wedding rehearsal and too many hotels willing to accommodate. I would rather drive 30 miles!!
MONTROSE, COLORADO -- We stayed at this Holiday Inn August 31/September 1, 2011 in one of their mini-suites and found the whole experience to be excellent. When I first called them they didn't have a regular room with a queen or king bed so they gave us an upgrade to a mini-suite for the same price since I was a member of their Priority Club (they probably would have done it without the Club membership, I suspect). The price was $135, not including taxes and this was a bit less than I had expected.
The hotel was clean; the staff was very friendly and helpful; they had ample parking and the room was well equipped with a large desk, couch and comfortable bed. We arrived early, but they had no problem checking us in without a wait. They also gave us a voucher for a free drink at the bar for that evening and let us know that there would be a barbecue for the guests that night. The barbecue had hamburgers, bratwurst, chicken breasts, potato salad, cupcakes, a chocolate devil's food cake, chips, sauerkraut, a variety of sodas (pop), and a few other things I can't remember because I was sort of busy pigging out (the food was fresh and quite delicious).
The staff waited on the guests and continually kept the area clean. All the guests were extremely pleased (particularly since the bartender was not only very sociable, but she also made really strong drinks!) The whole atmosphere of this hotel was one of cheerfulness, contentment and general good feelings. The hotel is covenient to Gunnison National Park (about 25 minutes away--well worth seeing, by the way!) and Telluride Ski Area (around an hour depending on conditions and whether you pay attention to the speed limit or not). A very fun experience! We really enjoyed our stay and will most probably visit again!
50 EIGHTH ST, SAN FRANCISCO, CALIFORNIA -- Me and my aunt and a friend of the family went a little trip to San Fransisco. My aunt booked us in at the Holiday Day Inn three days. The three of us spent there and I'm the only one who didn't enjoy my stay there. The cleaning staff if that's what you call wiping down surfaces with a watered down rag, were rude and invasive, impatient people. To make matters worse the day me and my party left the heartbreak hotel I found out my camera was missing. At the airport I called two times right before I left the city. No answer from the cleaning manager.
I called one more time right after I got off the plane. No answer. Leaving messages was no help. When I arrived home I told my mom of the runaround I was getting from the front desk and the cleaning manager. She then got the number from me and had to get a little bit more less than professional to finally get the manager on the phone herself. It seems that their office does not close until 5:00 pm. I got of the plane a little after 2:30 why he couldn't get back to me after my 4 phone calls is beyond me.
Telling him what I had misplaced there the manager ensured me that their staff was highly trained to give it to the manager if they found anything seeing. How I know I misplaced my camera on the bed? It would be pretty hard to miss it unless the cleaning ladies are totally incompetent. None the wiser he said they did not find anything and to them that was that. I have sent several complaints to the company itself and it seems that everyone in that hotel franchise are looking for easy merchandise.
GREENWOOD, INDIANA -- I recently stayed at the Greenwood, Indiana Holiday Inn Express and noticed an additional charge of $62.50 on my credit card four days after my stay. When I called and spoke with the General Manager ** she explained that the charge was due to a complaint that the front desk received from the room next to where I was staying.
She went on to say that because there was noise coming from my room and the lady who complained was a Priority Club Member they had to compensate her for her room, which was why I in turn received an additional charge of $62.50. Additionally ** was unwilling to work with me in any regard to resolve this issue and told me that the only thing she could do is split the charge with others that may have also stayed in the room.
Furthermore, once we received the first complaint the night of the incident we immediately left the room. In short, once we were told THE FIRST TIME that we were being too loud we fully complied and left the room, not to hear from the front desk or any other hotel staff for the remaining of the evening. The next morning when I received my bill the only charges that showed were for the two nights that I stayed and had no mention of the noise complaint charge. Nor was I informed of the noise complaint when I checked out that morning.
In conclusion, I completely understand that it is **'s and the hotel's job to ensure that all guests are pleased with their stay. However, my complaint originates from two factors involved with this situation. The first is that we were asked to quiet down and or leave ONE TIME and we did just that, we left. The second complaint comes from the fact that I was not informed of the charge on my bill or at check-out.
Furthermore, the hotel didn't even have the courtesy to at least attempt to contact me to inform me of the charge; they just added it to my credit card. This makes it seem as though ** and or the hotel was trying to get away with adding this charge to my credit card in hopes that I would not notice it.
This being said, I will never stay at another Holiday Inn Express & Suites and neither will the 52 other family members that stayed there for my sister's wedding! I would absolutely suggest the same for all who read this in fear that your credit card may be charged without you knowing for ridiculous reasons!
ORLANDO, FLORIDA -- I made a reservation with this hotel which later I cancelled due to unbelievably rude and ignorant customer service. I spoke to a total of four people that work for this hotel and one of which who was pleasant and made my reservation for me. HOWEVER, another who talked with me briefly but wasn't trying to be very helpful. One person was downright rude and unaccommodating. This person was supposed to be their concierge service...
They WEREN'T doing a very good job, to put it lightly. She displayed no knowledge of what her hotel offers and seemed to be completely clueless of what SHOULD be expected of her in her position. She talked down to me, interrupted me, and did not answer any of my legitimate questions. This person is in a sense, robbing her company by not communicating with potential customers in a professional, appropriate manner.
So, moving on, I called customer relations to inform them of what had taken place. That person (the fourth individual) had ask me if the concierge I had talked to previously, knew I already had a reservation! Does it matter?? Reservation or no reservation, she treated me terribly. Apparently she doesn't know that without customers she wouldn't be getting a paycheck. This Resort might profit MORE if they would hire better help, like individuals who would appreciate their position and actually fulfill it. While they may have just a few "sour" employees it doesn't reflect good on them.
To the people with authority at Holiday Inn I would suggest you hire more professional individuals who will work hard for your company instead of driving potential customers away. Bottom line here is CUSTOMERS should feel WELCOMED and treated with respect. Employees should be hospitable and informative. Unfortunately I did not have that experience with this particular resort.
SAVANNAH, GEORGIA -- I made reservations online and did not read the fine print till I printed the page. TOO LATE. You guys now get your money regardless of whether I stay with you or not. You have a pretty profitable scam going on with your web reservations. Totally non-refundable, even if you do it within the 3 business day cancellation rule. I don't understand how you can supersede law. Mark my words I will not stay with you again and thanks to the web, I can now do a great job of letting the world know about this scam.
I made the reservations on July 3rd and called to cancel today and lo and behold I still have to pay. So I guess I will try to find a way to make it. Holiday Inn is a scammer. I sent an email & called since my rooms are not due till September, but I will still be charged $355.00. What a scam they have going.