8/10 Good
Danny
Travelled with family, Business traveller, Travelled with partner
26 Aug 2024
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Dear Holiday inn
I hope this message finds you well. I am writing to express my disappointment with the service I received during my recent check-in at your hotel.
I arrived at the hotel and checked in at 11:00 am. I understood that my room would not be ready until after 3:00 pm, which was perfectly acceptable to me. However, when I returned later to finalize my check-in, I encountered significant difficulties with the front desk staff member on duty.
The receptionist repeatedly insisted that there was no reservation under my name and directed me to the hotel next door. Despite my attempts to clarify the situation by providing my name and spelling it out multiple times, as well as showing my identification for verification, she maintained that there was no record of my booking.
After a considerable amount of time and effort, she eventually located my reservation but then claimed that the deposit had not been paid. By this point, I was quite frustrated with the lack of assistance and professionalism displayed. I promptly provided my card to cover the deposit, for the second time, the overall experience left much to be desired.
I believe that this situation could have been handled more efficiently and courteously. The receptionist's unwillingness to assist and her dismissive attitude were not reflective of the standards I expect from your hotel.
I hope you can address these concerns with your staff to ensure that future guests do not encounter similar issues. Thank you
Danny
Stayed 1 night in Aug 2024