Holiday Inn Complaint - DISGUSTED: NEED A NEW MANAGER
NICHOLASVILLE, KENTUCKY -- I stayed at this hotel for company business. When I returned to my room today, I found my laptop already turned on and the browser opened as if someone had tried to connect to the internet. According to the "Welcome Letter" in the room a manager is on duty 24hrs a day.. Guess they forgot to mention what days that may be. I spoke with the Assistant GM via phone.. What a waste of time.. Tried to email him a letter.. That came back as mailbox full.. Hmm. Here's what I sent to Corporate office.. Like anything will happen...well nothing that is until they try to get paid by our company.
I am sending this to you as well as sending it to your Corporate office.
May 12, 2005
Mr. Bailey Brewer, Assistant General Manager
Holiday Inn Express
164 Imperial Way
Nicholasville KY 43056
Re: Hotel Stay:
Dear Mr. Brewer,
After speaking to you on the phone this evening, I felt I needed to write a few things down.
I was not impressed with the way you handled my concern of my laptop being turned on when I arrived back at my room today. Your response of the fact that your housekeeping crew was Spanish, didn’t speak much English and probably didn’t even know what a laptop was, was in my opinion not the right response. You made me feel like you really didn’t care about my concerns. So much so that I felt the need to write this letter.
I did notify your front desk of the internet not working and even asked if they had someone who could check it. I was told no.. the best we could do is move you to another room. That doesn’t solve the problem that the internet isn’t working. I had traveled for four (4) hours to get here and the last thing I wanted to do was re-pack everything and move to another room. That call was placed on Monday and today is Thursday, and the internet connection still isn’t fixed.
In response to our conversation on the phone. I find it very difficult to believe that I am the only person to have complained about housekeeping in seven (7) months. You mentioned that you inspect the rooms after they are cleaned. If in fact that is the case, I’m wondering if you noticed the following today when you inspected the room.
My tub wasn’t cleaned today.
The microwave is filthy on the inside (this is how it was last night)
The hair dryer in the bathroom doesn’t have a protective cover on it, and if not careful you’re hair will get caught in it. This happened to me this morning.
The tissue holder was empty.
The bathroom floor wasn’t swept (hair on the floor).
The toilet wasn’t cleaned completely, if you put the lid down there is hair there.
Those are the things I noticed immediately, however after speaking to you I decided to thoroughly inspect the room. Here’s what I found.
The bedspread has a nasty stain of some kind on it. So I won’t be covering up with that this evening.
I pulled the refrigerator out and it’s filthy behind it dirt and trash.
Move the microwave and you’ll find dirt and even a bolt of some kind.
A wash cloth on the floor between the chair and ottoman.
The trap in the sink of the kitchenette has something green in it.
The headboard to the bed is dusty along the top (not wiped down)
The phone cord going into the phone next to the bed is frayed and needs replaced.
Swivel the television to see the dirt, and the television itself needs dusted.
The main light switch coming into the room needs wiped off.
What looks like a piece of hair hanging from the bottom of the curtain by the vent.
When I mentioned to you that the vent looked like it had leaves in it, you told me that was air freshener. If that’s the case, how often is it replaced? When I turn on the unit, I don’t notice any fresher smell.
I realize that after my conversation with you, you will probably do nothing about this letter. My room is direct billed to the company I work for, so I will make sure that our payables department receives a copy of this.
Based upon mostly my conversation with you, I will not be staying at this particular Holiday Inn again.