Never Before Has This Happened
Posted Aug 30, 2016
My family and I like Holiday Inn Express as they're standard and we know what to expect. The hotel itself wasn't bad and we found it comparable to all the others we've stayed in the past. HOWEVER...the front desk service was the worst I've ever encountered in 15 years of traveling all over the world. It took 20 minutes to check in as the clerk kept getting side tracked with other tasks that were more important that an arriving guest and once done with the check in forgot to return my credit card. After asking about the shuttle service to the city, he said it is included in the tour price if we book it online. What he forgot to say, despite insisting he did between the 3 interruptions while explaining the shuttle/tour process, is that a front desk clerk has to call in the tour reservation for the shuttle to be included so we booked ourselves online unaware we had no way into the city. When we asked about the hourly shuttle which we'd just pay since we had tour tickets, we're told the next shuttle isn't for 3 hours. So frustrated at that point that when I explain his instructions were unclear and chopped between the interruptions, he actually started yelling at me in front of my family that it was my fault for not listening more clearly. Even when my customers make an obvious mistake, I still find a way to help them out to soften the blow. This front desk staff needs to attend some customer service training fast.