ComplaintsforHoliday Inn Express & Suites
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Complaint Details
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Initial Complaint
10/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our church has book the same room this year and the service has been terrible. I have outlined details in the attached letter I sent to the head office and have heard nothing back. Why has their prices increased for the same room, same service - nothing new. The room is never ready, the smell is awful and the staff does even move out of the way we we come in to use the room. The person who I was told is the manager does not seem to speak good English, he is unfriendly and always has an attitude when trying to communicate. The staff only communicates via email, even when you go in person to speak with them. Each time I have arrived to used the room - reserved in advance - they don't even seem to have our church on their schedule. Very poor management and yet the price was increased.Business response
11/08/2023
***************************** booked our meeting room for 3 times at holiday inn express & suites , ***********, (1) our meeting room price is fixed for 4 hours $500+Tax , and up to **** hours our meeting room price is $650+Tax that is our hotel policy, ***************************** booked for **** hours so we charged $650+Tax , we charged details as below.
06-18-2023 Booked for *****am to 2.30pm 4 hours
10-07-2023 booked for ****am to 2.30pm **** hours
10-08-2023 booked for *****am to 2.30pm **** hours
MOREOVER WE ALREADY IN FORMED THE ***** AT THE **** OF THE BOOKING, AND HE SIGNED THE ***** WITH HIS BEST KNOWLEDGE AND INFORMATIONS.
Our meeting room is very spacious and have all basic facility , we do not accept the room smells the room is always been fresh and in good condition.
moreover i am the General Manager i did not talked with ******** , how could he blame that i can not speak English ???
There is nothings to do at our side anything else i can help let me know i am very happy to help you out.
Manish Contractor
General Manager
Holiday Inn Express & Suites *********** WaterFront, CA
****************************************************************************; 94585
Desk : **************
Cell : ************Customer response
11/12/2023
Complaint: 20790113
I am rejecting this response because: It was not as much about the cost as it was the horrible service. This complaint is about what appeared to be a lack of training and leadership. We have no issue paying for service. However, we should not have had to delay the start time of our service because the room was not set up and the workers were sitting around eating in the space we were trying to get into. Not one time that we used the space did the front desk appear to even know we were scheduled. This is unacceptable!
Sincerely,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.