Was asked to move to a different room due to renovations. Made the mistake of asking for a room on the same floor - was near the stairs so I'd hear the door bang every time somebody would go out. Only Holiday Inn where breakfast isn't complimentary unless you have a ticket. The one in Paso Robles not only had free breakfast but also drinks from 5-7 pm. Front desk didn't ask for my IHG rewards card so had nothing placed on it.
Comment from Hotel Management
Mar 14, 2017 by Guest Services Team, Hotel Management
We are deeply concerned whenever our loyal guests, like you, are faced with challenges during their stay. While we asked you for a courtesy room move due to renovation, we have made arrangement for a better room on higher level for your comfort but after 3pm, room has been switched again to a different room type that was unfortunately back to the same level of renovation. Also our hotel is Holiday Inn with a full-service restaurant in the lobby, meaning that we are different than other IHG brands that offer competitive rates and complimentary amenities even though our hotel does sell discounted coupon for guests to enjoy our buffet breakfast services anytime. On the bright side, your IHG Club membership number has already been added to the reservation so you needn't to add it anytime you place an order. However, according to new policy of IHG this year, member who reserved room from third party booking agent will not be able to enjoy the same rewarding benefits compared to a direct booking via our official sales terminals such as IHG.com or smartphone app.
We know how much guests like you look forward to visiting West Covina and we are committed to delivering products and services that make it easy for everyone to enjoy their stay at our hotel. I am truly sorry that we did not provide the level of guest service that you expected and deserved. You certainly deserve the very best we have to offer. If you ever have any concerns about the quality of our service or products, please do not hesitate to contact the manager on duty immediately. It is our goal to assure your complete satisfaction during your stay with us.
Thank you for choosing The Holiday Inn, West Covina.