Holiday Inn Complaint - Extremely Poor Service
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 irrate 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!