Hotel facility fine, General Manager not so much.
Posted Dec 21, 2016
Everything about the hotel, but our interaction with the General Manager was fine. The facility was in good condition, the rooms were clean and reasonably comfortable. The General Manager was, however, rude and unprofessional.
We initially reserved a room for two days, but decided to stay a third. We were advised by the desk clerk to reserve again thru Expedia, which we did. However, the desk clerk apparently failed to properly run my credit card for this additional night for the $25 hold back for "incidentals." (As an aside, it's not like there's a mini bar in the room. I have no idea what the "incidentals" might be).
We were called in our room on Sunday night at 10 pm by the General Manger and asked for our credit card information. Since I had no knowledge of who this person was, and because I'm not a moron, I was reluctant to provide my credit card information over the phone. I expressed this concern. The General Manager advised me, more than once, that if I did not provide the requested information, my "reservation would be cancelled." I asked if this meant that he was going to come up to our room, pack our bags, and toss us out. In response all I got was, provide my credit card information or my reservation would be cancelled.
There are two perfectly good hotels next door to this Holiday Inn Express which are likely managed by professionals. I strongly recommend that you stay at one of those Hotels.
Comment from Hotel Management
Dec 23, 2016 by Front Desk Manager, Hotel Management
Thank you so much for choosing our property and for your feedback. I am happy to hear that you enjoyed our facility and I am very sorry to hear about your experience. Please let me assure you that for security reasons no member of our staff; managerial or non-managerial; should request full credit card information over the phone if a guest is present on the property as per privacy policies we have in place. I have spoken with my upper management team and an investigation is underway as our General Manager was not on the property at that time. Please contact me directly if there is any other identifiable information you can provide to assist us. Thank you very much for letting us know about your experience and for choosing our property. Please let me know the next time you folks will be through the area and I will personally ensure you are well taken care of with the best of accommodations. Have a happy holiday season!
Front Desk Manager