Holiday Inn Complaint - Horrible experience
SOUTHFIELD, MICHIGAN -- My family stayed at the Holiday Inn, Southfield, Michigan in February during the Super Bowl. We had some horrible experiences. Our last evening we came back to the hotel after being out for the day. We had reported that we had lost one of our passkeys and asked that they be changed. The front desk personnel explained to us that they would have to change the passkeys for both our rooms even though the rooms weren't connected. They told us that it would take two hours to do this. When we came back, they told us that we only had one room. Whoever on Holiday Inn's end had messed up when they put the reservation information in at the local hotel and closed us out of one of the rooms on our last full day. They finally fixed that and gave us the keys to our rooms. We went up to the rooms and neither one had been cleaned. One even had trash on the floor that someone else had left. We discovered that a laptop had been stolen from our room. We immediately reported it to the front desk and dealt with a very unhelpful employee. We also filed a report with the hotel security representative who tried his best to help us out. We contacted the local police department and two detectives came out and filed a report. They explained to the representative at the front desk that the hotel was responsible for the laptop since we had reported a lost key and we were locked out of our rooms for the afternoon. We spend our last evening dealing with the police, security and dirty rooms, with no help from the front desk except for her to hand us a few towels. The girl at the front desk stated that the front desk manager would be in the next morning. The police also removed the food wrapper left in our room to dust for fingerprints.
The next morning when we checked out we asked to speak with the front desk manager who happened not to be there. Later that day we received a message on our phone that our laptop had been "recovered".
I spend the next several days making long distance phone calls dealing with people from representatives from the front desk to the hotel's manager. I was fortunate to deal with a few very helpful individuals, however, the majority of them were people that had either no authority or did not know anything about our case,and I had trouble getting anyone who was in authority or who knew the details of our case to call me back. After a week and a half we finally received our laptop back. I suspect that we finally started getting a response after I contacted the Corporate Office and filed a complaint.
I was told first that a maid had removed the laptop from our room to secure it and "forgot" to tell her boss that she had done this. When I refused to believe this story, the manager investigated the case more, and found out that a helper to the maid who is not allowed in the room and who was supposed to be in another part of the hotel somehow got into our room and took the laptop. We also discovered that for at least two hours after we reported a lost passkey card that our room was accessible using that card even though we were told that the code had to be changed on both our rooms. (Supposedly they were auditing the rooms that afternoon.) We were told that the maid lied and said she cleaned our rooms because she wanted to leave early that day. We were told that the people at the front desk had not updated our information earlier in the day when they were discovered that both rooms were supposed to be occupied that night. It seems like this hotel has a LOT of problems. (Like the fire alarm going off during the Super Bowl because they had torches going inside near the indoor pool.)
The hotel paid to have our laptop checked out and the battery replaced since somehow our new battery was ruined. The corporate office tried to tell me that they were sending us $50 in complimentary coupons even though they had done nothing wrong. I believe the police are still proceeding with the case. The last time I talked to the police however, the manager at Holiday Inn hadn't even updated the police on the information she had told me like they knew who had stole our laptop, what his name was and the fact that he had been fired for this. The front desk manager told me that they are charged $175 with each complaint that corporate gets on them and that week they had received four. It seems funny to me that we can have an experience like this and that all we get is our laptop repaired and $50 in coupons and the corporate office gets $175. They ruined at least our last day. We also did not get the services we paid for - clean rooms, service, etc. plus knowing that someone who was not supposed to be in your room had been in there and stolen stuff and left trash behind. Rooms are a lot more expensive than $50 in coupons a night and we had two rooms! I was VERY disappointed with the corporate office.
We have stayed in many different hotels over the years in many different states and countries and this is the first experience like this that we have had. As far as I am concerned, I will try to stay clear of Holiday Inn and Holiday Inn Express. Even though all of these hotels have different managers, I was very unimpressed by their Corporate Office. They gave me the impression that what happened was somehow our fault. We were told that we shouldn't leave anything of value in our rooms. Well we didn't leave money or jewelry, but we figured a laptop would be safe. Should we not even leave our clothes there either? If you are providing a service, people have to be assured that they and their property are at least safe. Maybe the coporate office acted like this because they were afraid of a lawsuit or maybe they just don't care. Either way, my advise is to stay away from Holiday Inn and Holiday Inn Express. Nobody wants to be staying in a hotel that doesn't stand behind their product!