Holiday inn express Complaint - Hotel does not believe in customer satisfaction
A couple of months ago, my daughter and I stayed at a Holiday Inn Express in BC. We were there on a search for college housing, so we treated ourselves to one night in a hotel on "points". We checked in at 3 p.m., quickly refreshed and left for more "hunting". Returning with a cart full of luggage at 6 pm we were unable to make the key open the door. My daughter guarded the luggage while I inquired at the front desk. Turns out one of the desk clerks had given our room to another guest by mistake, issuing new keys. A fight broke out between the two desk clerks, along the lines of "it's your fault, no it's yours..." One of the young men basically shrugged his shoulders, while the other apologized profusely and gave us another room on the same floor. Two days later, at home, I realized that I was missing my favorite casual outfit. I had taken it up to the room the afternoon of our arrival, intending to change clothes, and left it on the bed. I scoured the luggage anyway, called every place I had been, called the housekeeper, who referred me to the manager who referred me to housekeeping, and on and on. I called customer service for Holiday Inn three weeks later, talked to someone who referred me to someone else.....Over the next few weeks I talked to several people at Holiday Inn customer care (I use that term loosely) They expressed regret, they were sorry I had "lost" my clothes, and referred me to someone else. Finally today I talked to a woman, a manager in customer relations, who said Holiday Inn is sorry for my loss, but is not responsible for loss of contents of my room. The fact that I did not "lose" them made no difference. I was not asking for financial compensation. I was simply asking for my points to be reimbursed. Not possible. So I am left with the conclusion that when I stay in a Holiday Inn, take my key, and leave my temporary "home", that Holiday Inn feels no responsibility to ensure that my belongings are not basically "given" to someone else or that I can feel any measure of security in the fact that I lock my door.
I told the supervisor that I was very sorry that she works for an organization that does not authorize her to actually provide "customer care", and that I was aware that she is undoubtedly simply following company policy. It goes without saying that I will never stay in a Holiday Inn again.