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A Third Rate Hotel
Posted by Mprice5442 on 11/01/2011
BROOKLINE MA 1200 BEACON ST, MASSACHUSETTS -- My wife, Nancy, and I spent the night of October 31st at the Holiday Inn in Brookline, Mass.

The staff we dealt with were all quite pleasant. The situations we found varied from annoying to ludicrous.

Here is the chronology of our stay:

1--Registered in room 307 after 4pm on the 30th.

2--The TV set would not get channel 4, CBS.

3--Moved to 306, set did get channel 4.

4--Went to bar to order Sam Adams beer. Out of the most popular beers in Boston.

5--Next afternoon spent 1 hr calling the shuttle pick up from New England Baptist hospital.

6--Took a cab to Holiday Inn.

7--When I complained about busy signal, very nice man said he was understaffed.

8--When time came for me to find my car was told by the man at the desk that he was new and did not know how to get to the parking area.

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Posted by madconsumer on 2011-11-01:
when i stay at holiday inn's, there are many channels that i do not get to view. channels are set by locale and service provider.

not sure how holiday inn is responsible for the shuttle service unless it was the hotels shuttle.

bars do run out of products, and can be affected by the delivery agent.
Posted by jonthethird on 2011-11-01:
Did you confirm that channel 4 was on channel 4 at the hotel. Often the channel lineup is remapped so you might find CBS on channel 12 or anywhere it was mapped to.
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Holiday Inn Express & Suites Montrose CO
Posted by Alain on 09/10/2011
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 barbeque for the guests that night. The barbeque had hamburgers, bratwurst, chicken breasts, potato salad, cup cakes, a chocolate devilsfood 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!
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Posted by madconsumer on 2011-09-10:
i have stayed at many holiday inn expresses in many states. and i each one, i had the same grade A experience as you describe.

very helpful review!
Posted by Alain on 2011-09-10:
They've always done right by me, Madconsumer!
Posted by Anonymous on 2011-09-10:
Good review. I've always liked the Holiday Inn.
Posted by Anonymous on 2011-09-10:
But of course!
Posted by Anonymous on 2011-09-10:
I'm not a doctor, but I did stay at Holiday Inn Express last night...lol! Love those commercials.

In line with those commenting above me...I have always had great service with Holiday Inn Express.
Posted by Anonymous on 2011-09-10:
Ahh, J4A, if you were only a lady! HeHe!
Posted by Old Timer on 2011-09-10:

When I was traveling 24/7 I used Holiday Inn a lot. I could count on them to be clean and seldom overpriced. I had a loyalty card with them but decided to drop it when I realized they used your SSN as the account ID. They probably don't do that anymore but I seldom travel for biz anymore. I let the young bucks fight the airports and rental car agencies now.

Nice review!

Posted by Alain on 2011-09-11:
Your right, OT, they no longer use a Social Security number for an ID anymore. I try not to fight airport & other crowds anymore. We just arrive very early and read in the cattle pen until the flight is boarded!
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Worst Guest Service
Posted by Linda10 on 06/14/2011
BETHAY, OK -- May 2010 there were 25+ people traveling to OK to attend graduation ceremonies. I booked us into the Holiday Inn Express in Bethany Ok. We chose Holiday Inn Express partly for their Priority Club Membership as I knew that I would be traveling quite a bit in up coming months. I paid for my room for 8 days and for two room mights on another 4 rooms for a total of 1200.00 in receipts. The next time I tried to book a room with Holiday Inn I noticed my points still sat at 0. I began to try to get this resolved. I was told at one point that my points would reflect at least my stay @ 5928 and what was added was a little over 3000 points still wrong.

In the mean time I booked 2 room nights in Seattle. I had hoped to use my accumulated points to help lower my rate in Seattle. They refused to settle my account before my stay in Seattle so I decided to go with a 20% off discount for that stay. This discount never got applied to my room there and they will not honor that either. Upon my return home I am informed that because my time frame exceeds the allotted restraints that they will not honor my Priority Club reward points. So ripped off all the way around with Holiday Inn. No guest service here!!!!
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Posted by azspots on 2011-06-14:
You cannot accrue points for anyone other than yourself, regardless of who is paying. The airlines have the same gig.
Posted by Anonymous on 2011-06-14:
What AZ said. You could have booked every room in the hotel, but will only get the points for your stay, not anyone elses
Posted by trmn8r on 2011-06-14:
I don't know all the details, but you booked 8 nights for you, and a total of 8 nights (2 x 4) for someone else.

That would mean you should get roughly half the points you expected (since you don't get points for rooms you didn't stay in).

This could take you roughly from 5928 to 3000.
Posted by Churro on 2011-06-14:
I don't know about holiday inn because I don't use them but I do know from experience that Hilton and Marriott will let you rack up points for multiple rooms on the same visit. Heck I've gotten points for multpile rooms when I was even present.

I say dump holiday inn and go with Marriott or Hilton. You'll be glad you did.
Posted by Old Boot on 2011-07-16:
As a Platinum member at HOliday Inn and past Diamond member at Hilton. In my opinion, Hilton corporate does far more to back up their customer and settle their complaints, on the other hand, Holiday Inn tends to get you free rooms fast if you are willing to suffer their lack of customer service. More for the points, but less service at Holiday Inn. I was a Biggest Loser winner during the Holiday Inn competition for who lost the most when Hilton changed their point structure and Holiday Inn awarded me several free nights for being a Biggest Loser Winner. I still say, their customer service does not meet the Hilton Standard but I tend to stay at Holiday Inn for the points accumulation and just realize that if I have an issue, I'll not get help with it.
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Dirty and disgusting
Posted by C_stevens1 on 06/11/2011
I stayed for a week at the Holiday Inn Select on Viger St. in Montreal. My room was disgusting dirty and smelled really bad. The carpets were spotted. The tile floor was dirty feeling. Furniture smelled and was dirty. There were even con webs. I had a balcony and the sliding door was broken. Exhaust fan in the bathroom was full of dust that Hung from the vent. Towels were smelly and the walls were dirty.

I felt so gross in this room. It is listed as a 3.5 star but should not even be a 2. TV was old and decor very outdated. Cost 160.00 per night! Rip off.

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Posted by Skye on 2011-06-11:
Did you ask for another room? Maybe there may have been one that at least had been cleaned for guests.

Thanks for the warning.
Posted by Anonymous on 2011-06-11:
That sounds gross, more like a seedy motel. Thanks for the warning, but my expectations for Holiday Inn aren't that good in the first place.
Posted by madconsumer on 2011-06-11:
i only stay at holiday inn across america. i agree some are cleaner than others.

make sure to call and give your opinion to corporate. i have found they will often times give you a discount on your next stay.
Posted by Venice09 on 2011-06-11:
For one reason or another, the worst hotels I've stayed in were all Holiday Inns. I wouldn't even want a discount or free night in a place that is so disgusting. I'd rather sleep in my car. At least I know who's been in it.
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Mad ex-employee
Posted by Little squirt on 03/20/2011
QUINCY IL, ILLINOIS -- There is two so called want a be bosses at this hotel that needs a rude awaking about how to treat there employees. one is male and one is female. the female daughter works in housekeeping where I use to. her daughter has started stuff there sense day one. and her mother believes everything she says. six weeks before I was fired I was chewed out by these two people over the daughter of the female boss. the males favorite word to use is very bad for 45 minutes of this word coming out in every sentence. he threaten to throw me out in the street and I would never work in the hotel business again.
all I did was do something my supervisor ask me to do. and yes they talked to her that way to. 03/15/2011 I was wrongfully let go because of the female bosses daughter went running to her mother and told her that me and another housekeeper was talking about her. instead of coming to us and talking to us she wrote the other girl up and fired me. there needs to be something done about them. the male boss is the president of the restaurant association. good leader. the other housekeeper is afraid to go to work if she sneezes wrong she'll get fired. there should be a rule do not hire family. that hotel is nothing but family ran anyway. I will not recommend anyone to work there stay there or eat there at all.
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Posted by Anonymous on 2011-03-20:
Not a good idea to talk about your boss's daughter on the job, unless it was political flattering, lol.
Posted by clutzycook on 2011-03-20:
My mom always told us when we were kids, "If wisdom's ways you wisely seek, five things observe with care: To whom you speak, of whom you speak, and how and when and where."
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Don't be fooled by HI rewards program
Posted by Azfireman on 01/30/2011
A very bad phone conversation just occurred with me and a foreign representative trying to pass themself off as an American named Ann.
Well, "Ann" believed that Boston was in Texas, that was my first hint that my complaint was not going to go far. As for being transferred to a representative in the USA, that wasn't going to happen. My complaint stemmed from the bait and switch rewards program that Holiday Inn has. My eleven days spent at the hotel chain were not going to count because it was booked through a third party process. This was not at all revealed on any of the sign up page or where any normal individual would see this. Not till you went to terms and agreements in fine print and buried in three pages of text do you find this. Normal booking rates were twice the amount that a third party would give, but I did select Holiday Inn as my preferred choice, thinking that I was part of a rewards program. Please don't sign up for this program unless you would like to pay top rate price to earn a free night down the road. I am disappointed that this occurred, I would have liked Holiday Inn to be my first choice when booking.
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Posted by Anonymous on 2011-01-30:
The rewards program is a joke. I too love to stay at Holiday Inn's. Well, the Holiday Inn Express to be more precise. But you NEVER seem to accumulate enough nights or points to earn a free stay. They always seem to have an excuse for it though. There excuse for me was that each hotel you stay at has a different rate of exchange for the point value system. I straight out asked them how many nights in a row I would have to stay in order to receive a free night. Simple enough? NOT! They kept saying, it all depends on each hotel you stay at and redirecting the question.

Posted by jktshff1 on 2011-01-30:
Just before Christmas I cashed out $300.00 in gift cards from HI. No problems. Ya gotta deal with and understand the system.
Posted by Anonymous on 2011-01-30:
I still stay at their chains, because I enjoy the quality of their service and rooms, but I gave up on the points system. I'll transfer mine to jktshff1:)
Posted by Obsfucation on 2011-01-30:
Did you ever cross your mind that maybe Ann thought you said Austin? Which is, indeed, in Texas.
When my brother and his wife had their twentieth wedding anniversary, I used my HI points to send them to Australia, so they're OK in my book.
Posted by Anonymous on 2011-01-30:
Obs> +100 on the keen annunciation observation. I would've never picked up on that one.
Posted by Obsfucation on 2011-01-30:
Thanks DIRM, I'd like to claim to be astute, but truth is that I am from Boston and that has happened to me on occasion.
Posted by Ben There on 2011-01-30:
Austin and Boston get mixed up a lot because they can rhyme depending on how you can say it.
Posted by Linda10 on 2011-06-14:
My sentiments exactly. I am going back to Choice Hotel Brand. At least I can talk to someone when I have a complaint.
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Non-pet friendly hotel may cost you $250.00!
Posted by Magster on 01/10/2011
We recently booked a room through Priceline on our 2400 mile holiday travels. We booked a room at Holiday Inn, Fairview Heights, IL. We arrived late at night on Dec. 21 to find that the hotel did not accept pets. The only choice we were given by the hotel and Priceline was to lose the money we already paid and go to another hotel or leave our little dog in the car. We chose to leave the dog in the car and did so for several hours, however with dropping temperatures and an impending winter storm, we brought her into our room for a few hours. When we checked out in the morning the front desk said all was well and the credit card we had given them for incidentals would be deleted. When I opened our credit card bill yesterday I found out that 10 minutes after we left, the Holiday Inn charged us $250.00 for having our pet in the room. When I spoke with the manager all she could offer was that was their "Policy." Whatever happened to a little compassion and a port in the storm??....it's not at Holiday Inn. FYI- along our journey we found 4 hotels, LaQunita, Days Inn, Drury Inn and Ramada, that were all pet friendly...they will be our future choices, not Holiday Inn.
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Posted by azRider on 2011-01-10:
almost all hotels require an extra fee for pets. as a traveling pet owner I'm surprised you did not know this. I've had dogs for 30 years and they travel with us. I have found that Ramada is regional on that rule. we once stayed in one in Calif and they had a no dog policy. so alway call ahead if you travel with pets. ask if there is a fee. else, buy a motorhome and travel. much cheaper than hotels. nicer beds too.
Posted by ChuhBaca on 2011-01-10:
Thanks OP, for the heads up! We travel with our dog too, sometimes.

azrider, I've encountered additional fees too, but not $250 for what sounds like one night! The last time I think it was $10-$20 a night extra to have our dog with us.
Posted by karleebarlee on 2011-01-10:
Did you ask them before you came if they accepted pets? It's always a good idea to make sure.
Posted by Skye on 2011-01-10:
We always make all of our own reservations. Third parties give people nothing but headaches. This is a site, we always used when we travelled with our dogs and bird. We also always made our reservations way ahead of time. No surprises late on, with any of the pet friendly places we stayed at. Hope this helps for future travel plans.

Posted by yoke on 2011-01-10:
You brought the dog into the room and were charged a pet fee, what is the issue? I could see being upset if the dog was never in the room, but that is not the case. The room had to be cleaned differently to get the pet dander out. Some people stay in pet free hotels because they are allergic to dogs/cats and can get very ill if around them.
Posted by Sparticus on 2011-01-10:
Wow thanks for the heads up. $250 is ridiculous! I've stayed at pet friendly hotels where they charge $25/day extra... not $250!
Posted by yoke on 2011-01-10:
Spar, this was NOT a pet friendly hotel.
Posted by Anonymous on 2011-01-10:
The website Skye mentioned is great, but since you used Priceline, why didn't you just check the "Pets Allowed" box when you were searching for a hotel?

Posted by Sparticus on 2011-01-10:
Ah I see. The $250 was a penalty I take it? Or is that how much it costs to de-dander a room? Probably a little of both.
Posted by spiderman2 on 2011-01-10:
This wasn't a port in the storm. This was a stop you planned ahead of time or you wouldn't have used Priceline right? You failed to make sure the hotel met all of your needs. Not all hotels allow animals. If you are traveling with a pet, I would think you need to know all the pet friendly places you can stay.
Posted by PepperElf on 2011-01-10:

you're complaining that you knew you were breaking one of the hotel rules and that ... you're upset that they caught you and dared to charge you the fee according to their policy?

Posted by Ytropious on 2011-01-10:
Same thing with smoking. If it's a non smoking hotel and you are caught smoking in the room, you are assessed a fee. Pet friendly hotels charge 10-20 bucks extra for the pet. NON pet friendly hotels charge it as a penalty fee, much like smoking. I see no fault with the hotel here. This is a choice YOU chose to make and now you have to deal with the consequences. I would NEVER leave my dog in the car, I would have gone to a different hotel and dealt with it later.
Posted by ChuhBaca on 2011-01-10:
First, Skye, thanks for the website!

I agree, that if I had my dog with me, I probably would have moved on, given the choices. Then the OP would be writing about how they had to forfeit money because they booked through Priceline and showed up to lodge where their dog wasn't allowed. I think I would like to know if this can be specified as a parameter on Priceline.
Posted by Anonymous on 2011-01-10:
No pet policy was stated. You brought your pet in regardless. They charged you for that breach of policy. End of story.
Posted by Anonymous on 2011-01-10:
ChuhBaca, it can...I checked the Priceline site and as I noted earlier, you just have to check the "Pets Accepted" box to find pet friendly hotels. Hopefully next time the OP travels they will do that, or better yet use the site Skye mentioned and book direct.
Posted by olie on 2011-01-10:
It was OK to leave a "little dog" in the car, but no human thought to bundle up and snuggle with the dog in the car....
Posted by momsey on 2011-01-10:
You tried to get around a rule and you got caught and you're complaining?
Posted by trmn8r on 2011-01-10:
The average minimum temperature in December in that area is 26 degrees, and in the past month I believe temperatures were at or below average. Did you really leave your dog in the car?
Posted by PepperElf on 2011-01-11:
that's the other horrifying thing trm...that they originally planned to leave the dog in the car just to save a buck.

The OP violated Illinois animal law 510 ILCS 70/3. Animal abuse just to save some money. Good thing they finally came to their senses and brought the dog in. The fines for animal abuse in IL can be up to 1500 for the lighter convictions. (with up to 6 months in jail)


Owner’s Duties are defined as: “provide for each of his animals: sufficient quantity of good quality, wholesome food and water; adequate shelter and protection from the weather; veterinary care when needed to prevent suffering; and humane care and treatment.” Conviction is a Class B Misdemeanor, with a second conviction a Class 4 Felony with each day that the violation continues being a separate offense. In addition to other penalties provided by law, the person may be required to undergo psychological evaluation and treatment.
Posted by Anonymous on 2011-01-11:
PepperElf, You simply don't have enough information to make such an inflammatory accusation.

BTW the low for Fairview Heights, IL on the Dec 21st was 29 degrees. Believe it or not dogs survive just fine in 29 degrees. Holy smokes if they didn't then they would have been extinct eons ago.

City folk never fail to crack me up. LOL.
Posted by trmn8r on 2011-01-11:
I agree the accusation is unwarranted, but I feel leaving a dog in a car at 29 degrees is as well. I wouldn't do it to mine, but each responsible dog owner behaves differently.

My dog cuddles up when the temperature dips below 66 degrees. Above that she does not. And she has a very thick double coat of hair.
Posted by Sheldonrs on 2011-01-11:
Lord Rothschild, SOME dogs can survive in cold temps. Not all. The OP refers to her a "Their LITTLE dog". If it's a Chihuahua or something similar, I doubt it would have survived the night.

The reason dogs have survived all these eons is because most of them have been bred and KEPT as indoor pets most of the time. Even working dogs come inside at night.

Country folk never fail to crack me up.
Posted by trmn8r on 2011-01-11:
Hey, I'm country folk.
Posted by bhskittykatt on 2011-01-11:
Why did you not book a pet-friendly hotel ahead of time?

It takes a lot to clean a room after a pet has resided there. All the bedding must be washed (those blankets aren't washed daily...they quickly add up to take a great deal of resources to be cleaned.) Carpets have to be shampooed and deodorized. Sometimes, pets will damage furniture. If a guest with a pet allergy stays in the room afterwards, even the slightest remnant of pet dander can cause them misery. This is why many hotels simply choose not to accept pets, because it is too much hassle.

The hotel was well within its right to charge you for your pet. You agreed to these terms when you signed your registration at check-in.

There are a lot of pet-friendly chains that cater towards guests travelling with pets and will accept pets for little or no fees. You should book with one of these chains in the future. http://www.dogfriendly.com is a good reference site.
Posted by jktshff1 on 2011-01-11:
You and me both trm......
Posted by momsey on 2011-01-11:
Lord, if it's a little dog, it is quite possible that he or she is not going to survive being exposed to below freezing temperatures. I don't know if I'm a city folk or just someone that knows that domesticated animals are not equipped to survive in extreme conditions. That's why there are animal cruelty laws.
Posted by Anonymous on 2011-01-11:
Best to research local laws.Short haired or single-coated breeds left out in this weather should be reported immediately. Many jurisdictions have laws that require an owner to bring the dog in if the weather is unsuitable to that particular dog and most of them enforce it. Most if not all jurisdictions also require shelter from the elements, like a dog house so they don’t sleep on any snow or ice and can get out of the wind. if a doghouse is considered compliant, would a car be considerd shelter from the elements?

Posted by Anonymous on 2011-01-11:
Homeless people sleep out in the elements all the time but we should be concerned about a dog left for a couple of hours in a car in 29 degree weather. Seriously? Also I would like to point out that there is nothing presented by the OP that would suggest any sort of animal abuse.

Quite frankly the dog is the OP's property and what the OP chooses to do with their property is none of my concern and in a truly FREE country it would be none of the government’s concern either. But as I get older I realize your average American doesn't desire to live in a truly FREE country.
Posted by momsey on 2011-01-11:
Yes, we should be concerned about it, because that's what makes us human. Worrying about animals does not preclude us from worrying about humans as well.

Quite frankly, the dog is the OP's property? That's a very cold way of looking at it.

The OP is the one who asked for compassion. Leaving a dog in a car in freezing weather is not compassionate.
Posted by PepperElf on 2011-01-11:
LR interesting phrase you use. That 'property' excuse is often used to justify abuse.

Posted by Anonymous on 2011-01-11:
I was going to say something similar, Lord.

Not only that, but who are we to be assuming the OP doesn't properly care for their dog? The dog could have had a blanket to sleep on, dogs have fur, the breed wasn't disclosed..a small dog doesn't necessarily mean anything. I have a small dog, and she prefers to stay outside, even when the temp dips below 29. Should I force her to stay indoors for fear of being charged with animal cruelty?
Posted by GreenEyedHawk on 2011-01-25:
Personally I think it just comes down to the fact that if you intend to travel with your pet, the onus falls on you to find out whether or not the hotel you want to stay at accepts them.

As a dog show exhibitor, every year I find it harder and harder to find hotels that allow pets because of junk like this, where people break rules and sneak pets in, or think that an extra charge to house a pet is unfair. The extra fee is there because regardless of how careful people are with their pets, cleaning a hotel room that's had a dog in it takes extra time.

Bottom line is, it's your own responsibility, when traveling with pets, to make sure that the hotel can accommodate one.
Posted by jktshff1 on 2011-01-25:
Nice thing about being handicapped (hearing assist) is my pup can go with me anywhere. That being said he minds better than most kids I know (and smells better too LOL) That being said, a 180 lb Anatolian Shepherd draws a lot of attention and is better than a handgun :)
Posted by XBP on 2011-03-13:
I would have checked with the hotel if they were pet friendly. Booking with third party sites, will give you very little flexibility. Call hotel directly and describe your needs. Just don't book it on bases of price, see if they meet your needs first.
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Holiday Inn Rewards Program
Posted by Signalf on 01/06/2011
I am a frequent traveler and usually stay at another brand of hotels. I decided to give Holiday Inn a try because of a free nights promotion they were running. I earned 5 free nights and later booked them for my son's wrestling tournament. The tournament was cancelled and I lost all 5 of the free nights due to a rule that these particular reward nights could not be cancelled once booked. This rule was not publicized during the promotion, and I only found out the hard way. Their repsonse to my complaint took 6 emails. And ended with them just telling me "too bad".

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Posted by olie on 2011-01-06:
That info would have been included with your voucher for the 5-night stay. And probably in the "program details" you received when you signed up.
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Management and staff were dishonest.
Posted by Lettie30 on 01/03/2011
LAWRENCE, KANSAS -- Celebrating New Year’s Eve at the Lawrence Holidome has been our family tradition for 4 consecutive years now. In fact, this has been tradition year after year for several families. However, due to the way management handled some changes they’ve made we will never return.

This originally became our tradition for several reasons: wonderful customer service towards both adults and children and the extra amenities offered just for New Year’s Eve. The extra amenities have always included keeping all of the holidome activities (pool, arcade, billiards and mini golf) open until midnight when they usually close at 10pm, keeping the breakfast buffet open until noon the following morning when it usually closes at 11am, offering banquet tables to be rented and placed in the holidome for use until midnight and a discount on the breakfast buffet.

This year, the only thing being offered was the discount on the breakfast buffet but no one was told upon making reservations or upon check in that the other amenities were not being offered this year. We were all led to believe that we were paying for these extra amenities just as we had in years past. At check in I said that I wanted to rent a banquet table for the night; offering the hotel more of my money. I was told that I could not rent a banquet table because all of the catering staff had gone home for the day. No one was available to set it up. I felt like this was an excuse since I had seen managers setting up banquet tables in years past. But, if they didn’t want my money I was happy to keep it. So, just as we had the three years before we set up at a table in the pool area. We found out that the party at the table next to us had been denied a banquet table as well. Then, at 9:50pm we were all informed by a maintenance man that the pool and the rest of the holidome amenities would be closing at 10pm. It was no problem that the rules had changed but I was upset that we were not notified until 10 minutes before the rule change went into effect! I asked the maintenance man why they had changed the rules. He said there was no rule change; that they’ve always closed everything at 10pm. I said, “Not on New Year’s Eve. For the past three years our family has enjoyed our midnight toast right here at this very table on New Year’s Eve.” He just shrugged his shoulders and said, “New management, new rules.” I really didn’t appreciate that he had lied by trying to claim that they had never kept the place open until midnight for New Year’s Eve.

Everything was shut down at 10pm and they turned the lights off. So, those guests who were able to pay extra for the banquet tables had to eat, socialize and toast the coming of the New Year in the dark! Upon seeing that I was glad they didn’t allow me to rent one.

A few minutes later my husband ran into one of the managers in the hallway. He asked why the rules had changed. We didn’t understand because the party had never gotten out of control. It was just families swimming, playing mini golf, eating and hanging out until midnight. No one have ever gotten hurt or drunk; at least not that we knew of. So when he asked why the rule change the manager said the same thing that the maintenance man said – there was no rule change, they had always shut everything down at 10pm on New Year’s Eve. My husband told him that this had been a tradition for us so we knew this was untrue. The manager still insisted that they had never offered the extra amenities on New Year’s Eve. My husband said, “For the past three years we’ve enjoyed our midnight toast at that table (pointing). We have it on video.” The manager just shrugged and said, “Sorry.” My husband went on to tell him that we felt deceived since none of this was mentioned at the time we made our reservation or at check in. And now, he and his employees were trying to lie to everyone about the whole thing. He also let the manager know that other families had already been to the front desk to complain. After all of this we will not be returning.

We understand that in this economy cut backs need to be made. But customers should be informed of these cut backs rather than being surprised with them. Be honest and up front with customers BEFORE you take their money and you will retain loyalty.
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Posted by trmn8r on 2011-01-03:
You say you were led to believe the amenities would be available when you checked in. How so? What made you think you were getting anything more than a room?
Posted by Venice09 on 2011-01-04:
I don't think it was unreasonable of you to expect the same experience that you had in the last three years. I suppose you could have confirmed it at the time you made the reservation, but I understand why you didn't. It sounds like the place is under new management, which probably explains the changes, but I also think you were lied to. I would love to see the manager's reaction to your video.

I hope you find a new place to continue your family tradition on New Years.
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Happy Holidays?
Posted by on 12/14/2010
Holiday Inn Express
Holiday Inn Express
I was trying to plan a trip for my girlfriend and I to New York. We normally love to stay at the Holiday Inn Express wherever we go. I am currently a member of their rewards program. I emailed the reward redemption section of their website and explained that I will be staying 7 consecutive nights on the road. Not necessarily in the same town. My only question to them was that if we stay all 7 nights in their hotel chain, would we receive a free night of stay. This is a copy/paste of the response from them:

"Thank you for taking the time to contact the Priority Club Rewards Service Center.

Unfortunately we will not be able to honor your reservation request at this time due to time constraints of communication via e-mail".

Time constraints of communication via e-mail? What the heck is that? I wasn't planning the trip until Summer. Where is the time constraint in that?
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Posted by Anonymous on 2010-12-14:
I would email them back. Did you let them know that this trip isn't until next year?
Posted by Anonymous on 2010-12-14:
I told them the dates I intended on traveling. Maybe I will just call them.
Posted by Anonymous on 2010-12-14:
I called and spoke with them in person. They were extremely vague and wouldn't committ to an answer of whether or not I would receive a free night. They just kept repeating that you can earn 10,000 or 15,000 or 20,000 reward points depending upon which hotel you stay at. I asked how many points was required to stay and get a free night. All she would say is that it depends upon the individual place that you stay. I finally said to her, miss-x, do I get a free night or not for staying so many consecutive nights at your company's chain. Her response was, I'm not really sure sir?

Okay. I'll spend my money somewhere else.
Posted by SteveWiginowski on 2010-12-14:
It seems like there is a lack of understanding. You want to know if you'll get a free night. They told you that it would depend on which hotel you stayed at as well as which hotel you want to use the free night for. You didn't provide them that information, so they couldn't help you.

Think of it this way, if I tell you that I have 8 coins in my pocket and ask you if I can buy an item that costs a dollar, you would want to know which coins exactly I have. If I don't tell you that information, you won't really be sure if I can buy the item or not.
Posted by Anonymous on 2010-12-14:
SteveWiginowski: I gave them my complete itinerary. I was dealing with a call center that didn't seem to care to look into it for me. I hate those outsourced call centers. I get this feeling talking to them. Almost as though they know nothing about the company for which they work.
Posted by SteveWiginowski on 2010-12-14:
Ah, I gotcha. Since you did give them where you were staying and where you wanted to stay, I don't know what more you could have done. Seems pretty helpless of a call center.
Posted by Anonymous on 2010-12-14:
hothead13 and SteveWiginowski: Thanks for your comments. Since I could not get any help from them, it was nice to have someone listen to my troubles.

Does this mean that I have to pay it forward?
Posted by Anonymous on 2010-12-14:
Howard_the_Duck, just go find that next great adventure in your life :)
Posted by jktshff1 on 2010-12-14:
If you sign in to your account, you can check the various hotel locations to see how many points are required for a stay, any specials that are offered. HI, Comfort, Hilton etc all send me updates for specials on my points via e-mail.
Good Luck
Posted by Anonymous on 2010-12-14:
Thanks! I hope to on our way to New York! We've never been to the East Coast and we are so excited!
Posted by Anonymous on 2010-12-14:
Thanks jktshff1: I clicked on the helpful button as my way of saying thank you!
Posted by momsey on 2010-12-14:
East Coast rules!
Posted by Anonymous on 2010-12-14:
momsey: I cannot click helpful on your comment until her and I find out for ourselves. (laughing)
Posted by MRM on 2010-12-14:
Oh lawd, I hope Howard the Duck is not another nic.
Posted by Anonymous on 2010-12-14:
Keep hope alive MRM!
Posted by MRM on 2010-12-14:
I have lost hope on the 3rd nic.
Posted by Anonymous on 2010-12-14:
East coast is the *RIGHT* coast. Just look at a map of the US.
Posted by Anonymous on 2010-12-14:
MRM: Not following you?
Posted by Anonymous on 2010-12-14:
*ding, ding, ding* We have a winner! Nicely done, MRM.
Posted by MRM on 2010-12-14:
I know everybodys personality like on the back of my hand.
Posted by Anonymous on 2010-12-14:
The early posts were very helpful, and I marked the buttons for it. But the last couple of you are just wierding me out.
Posted by jktshff1 on 2010-12-14:
That's gonna happen here.
Posted by Anonymous on 2010-12-14:
Still wierd. But thanks.
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