Holiday Inn Complaint - Beware of the service and charges in Otsego, MN
OTSEGO, MINNESOTA -- Here is an e-mail chain summarizing what we experienced:
Dissatisfaction does not even begin to cover what I experienced at your hotel during my last visit and although I appreciate 4000 courtesy points, they mean absolutely nothing to me and this honestly demonstrates a severe lack of concern for my family and I considering what happened to us if this is actually your idea of compensating me for my losses. I have been to your facility several times with no incident, but what happened during my last stay was inexcusable and I expect to be reimbursement for my loss….
We were treated with disrespect by your staff. The desk clerk used profanity while addressing my wife in front of our children. The kids were unable to use the water park most of the evening due to the cleaning of vomit and feces from the water on two separate occasions that evening and would not go back in when it was cleaned because they were scared.
My entire family was startled out of bed 3 times late that evening due to loud parties above us and we received no support from your team despite multiple pleas for help, he just argued with me and made no attempt to remove the disturbance or to move us to another room.
My wife and I eventually had to pack up 3 little kids in the middle of the night and check in to the Super 8 down the road where we were able to sleep peacefully for the remainder of the night and decided to handle this situation with upper management at a more convenient time.
To summarize, my wife and I were humiliated, my children were traumatized and I had to spend $400.00 between 2 hotels and dining in one evening to get a nights sleep, I don’t expect to be compensated for my stay at the second hotel as that was my decision, but I thoroughly expect to be compensated for my short disturbing stay with you. I expect a response from your team with your plan to correct this situation or I will push this to whatever levels I need to until I feel I have been treated fairly
Dear Mr. Huey, Thank you for contacting Guest Relations again regarding the Holiday Inn Minneapolis Northwest - Elk River, MN. We appreciate your additional comments and regret any further inconvenience you may have experienced. Your additional comments have been forwarded to the hotel and the details of this experience will remain on file in Guest Relations for future review. In addition, in an effort to retain your patronage, I have requested a check be sent to you in the amount of $100.00, on the hotel's behalf. This check represents a refund of the parts of your stay that you were dissatisfied with. You will receive it under separate cover within the next 10-14 business days.
You really need to re-evaluate how you treat people in certain situations, these e-mails are very insensitive and indicate to me that you have very little concern for what my family and I experienced on your property. The assistant GM called me and I felt as if I was being interrogated asking the same questions I had already answered days before, she then told me she would call me back and instead I receive an e-mail from you basically stating “take these 4000 points or $100.00 and forget it happened”, I understand that you are probably just following protocol, but I do not feel satisfied. I would like to see my entire stay for that evening refunded to my card and a letter of apology from the clerk that was on duty and nothing more or less, I do not feel that this is too much to ask considering what my family experienced that evening.
While we certainly regret the experience you had, the compensation that has already been issued is appropriate and supports our Hospitality Promise. In addition, your comments will remain on file at a corporate level, for use in periodic evaluations of the hotel.
I disagree as I do not feel compensation for one room and a simple apology is too much to ask for what happened and I am very disappointed with how you treat your guests, not only will we never be a “guest” in your hotel again, I will make certain that this incident is made public to everyone I know and everyone I meet from this day forward. My family and friends have been pressuring me to bring this to the attention of the media and I have kept them at bay telling them that you will do the right thing and that is no longer the situation after reading your most recent response so I am now very much looking forward to making this as public as I possibly can. After this happened it is really amazing how many people I have talked to that have also experienced unpleasant situations with your hotel and/or your staff and are willing to also come forward to discuss the rude behavior, poor conditions, the recklessness form intoxicated people in the water park on the weekends and the consumption of alcohol by minors so let me make this promise to you.
“I promise to devote all my free time to bringing this matter into the public eye by any means possible, I will be in contact with all local news channels, InterContinental, post comments and our e-mail communications on blogs all over the web, the BBB and recruit as many people on board to help me spread the word as I possibly can.”