Holiday Inn Complaint - Guest Services
MIDLAND, MICHIGAN -- December 23rd, 2006
Inter Continental Hotels Group
3 Ravina Dr
Atlanta, GA 30346-2149
Re: Terrible customer service at the Holiday Inn in Midland, MI
Dear Sir or Madam,
On December 15th, 2006 our hockey team checked into the Holiday Inn located at 1500 W Wackerly St. in Midland, Michigan. We were to stay 2 nights and had reserved the Black and White room for a Christmas dinner for the team. On Friday night December 15th, 2006 our coach had informed us that the children needed to be in bed at 9:00 pm for an early game Saturday morning. After putting the kids to bed a few of us parents wanted to kick back and relax and play some Texas Hold’em we had never been to this hotel before and we were not sure where to go and play, so I suggested the Black/white room where we would be holding our dinner the following night. This particular room is also used for the continental breakfast in the morning. We all gathered in this room and began to sort out poker chips to begin playing and an employee of the Holiday Inn came into the area and stated that we could not play there because she had to get the room ready for the continental breakfast the next day, I explained to her that we would not be there long maybe only an hour would that be OK, I thought she said yes and then she left the room.
Here is where it gets ugly, about 10 minutes later to men approached us in this room acting like a couple of bouncers ones name was Rodney the other Jeremy. Rodney proceeded to point at us and accuse us of gambling and told us it was illegal in this hotel and we had to leave this area. At that point, I told him we were not gambling and who does he think he is accusing us. There was not even a card dealt yet. Rodney then decided that this excuse was not going to work so he told us that we could not have alcohol in the bar area, that was against the Law and we had to leave this area. One of the other parents then stood up and said no this is the black and white room we are not in the bar. At this point frustration is building on both parties and a parent had asked Rodney where we could go and play and his response was any where but here and again we asked him where can we go? And Rodney responded any where but here! He said that several times well this made one of the parents angry why couldn’t this person just suggest somewhere for us to go and play cards. So this parent took out of his pocket $2,500.00 and told Rodney if he just let us sit and play he would put that money on the bar and we would buy our drinks from the bar and put ours away. Rodney refused the money and the parent called him a stupid, stupid man for letting his hotel lose $2500.00. Rodney did not like that and threatened to call the police and he exited the room. Jeremy then told us we could go over to the pool area and play cards; you could imagine the look on our face when he said that, why in the world couldn’t Rodney had just said that instead of acting like some tough guy.
So all of us parents picked up our stuff and proceeded to the pool area and began playing cards. I realized a few moments later that I had forgotten something in the black and white room and I went back to get it. When I came around the corner there were 2 police officers at the counter, I asked if they were here for us and the police stated yes I explained my version of what took place and how Rodney was the worst manager ever and that his customer service was terrible. After hearing my side the police asked me what they should do and I told them nothing, we know where to play and that’s where we are in the pool area. I thought the situation had resolved it’s self and I went back to the table and began playing cards. We played for about 15 minutes when the police officers approached our table and had told the parent who called Rodney a stupid man he had to leave the premises immediately. We just couldn’t believe it; he was in his pajamas and bare feet and had 4 small children sleeping. We were asking the police on what grounds they have for removing this person from this hotel at 11:00 at night. They said it was upon the request of the manager Rodney.
Never at any point was Rodney ever threatened or touched, it simply was a disagreement. After the parent was escorted out of the hotel, I approached the front counter and stated that this was absurd and our hockey team, all 16 rooms would be checking out in the morning and we would be canceling our party, we were not going to give this hotel another penny, in fact I told them I work for a Lawyer and I was going to do my best to find a way for us to get reimbursed tonight’s stay. I asked Jeremy for a copy of the hotels policies and procedures and he told me he didn’t have one available he would have to bring it me. I wanted to know on what grounds Rodney had for removing this parent from this hotel. Needless to say, Jeremy never brought me a copy of the policy/procedures. The next morning I went to the front desk again and asked for a copy of the policy and procedures and Jeremy refused to give them to me.
Through this ordeal several times we had asked from the very beginning in the black/white room to get us someone in charge or above Rodney and every time we were told we had to wait until Monday. This all could have been avoided had Rodney not entered that room with a chip on his shoulder. If he would have kindly said “hey folks I’m sorry you can’t play in here, but you could go over to the pool area and play” None of this would have ever happened. Your Hotel would not have lost $1,440 for the rooms and $500.00 for the dinner party and another $2500.00 for the bar.
I can assure you we will never use that hotel again and if this is an example of how Holiday Inns run their establishments, then we as a team will not use them for our travels.
I have never in my life been treated so badly by a hotel staff as we were treated here, those employees should be ashamed of themselves and their behavior. They owe that parent they threw out an apology.
CC: Holiday Inn
Better Business Bureau