2/10 Terrible
Sanjay
Traveled with family
Mar 24, 2024
Disliked: Staff & service
We have had great experiences with Holiday Inn hotels. However at this particular location, we were very disappointed. We booked two queen beds for 3 adults in February. After a long drive and reaching in the evening, the front desk notified us that somehow our booking was changed to a single king bed on the same morning due to some renovations that they were unaware of. The front desk staff herself was very polite and it was not her fault. She reached out to her manager. The options given to us were to either take a single king bed for three adults with a cot bed, or we can find another hotel. It was a 2 hour process and emotionally draining experience. The front desk staff contacted a few nearby hotels, but the prices were higher and all the logistics ultimately needed to be performed by the Expedia relocating team as the hotel itself did not offer to adjust any pricing. Thanks to Expedia. When we contacted the manager Sara the following day, the main response we received was an apology that we did not feel was sincere and she hung up, not ready to listen to our frustration. As feedback to the hotel, please notify your guests in advance about such major changes, and if no alternative is available, please arrange a suitable similar stay alternative for them without the guest having to go through the hassle. Perhaps the manager should also reach out to the guest solely to offer a better guest experience and explain the situation rather than leaving it to the front desk
Sanjay
Stayed 1 night in Mar 2024