re complaint to holiday inn express

ros5974

I made this complaint to holiday inn express about my weekend break there

Dear .



I hereby write this email to make an official complaint about my stay at the hotel between the 14th August and 16th August 2009 in room number 205.



My complaints are:

1) Bathroom had cracked tiles which bare feet could easily be cut on and I'm sure that if I sent the pictures I took health and safety would agree with that it is not safe, I had to make sure I kept shoes on every time i went in there or covered the floor with towels after my shower.



2) There was orange stains all over the carpet not sure what the stains were but not acceptable it made the room look dirty.



3) Chewing gum over the chair, the chair was not clean to be able to sit on.



4) On Sunday woke up went to have morning coffee and there was no milk, so rang reception and was told breakfast was being served and to come down there for coffee. That is not the attitude I expect when making a complaint about the milk, as then had to get dressed and go down stairs even thou was not ready too have breakfast.



5) At 3 am got woke up by people shouting and banging a few room down in the hallway and this went on for about a hour and no one came to deal with it, then at 7 am woke up again by the same people kicking the door.



I have stayed in many intercontinental hotels and have never felt as angry about a hotel as I do about this one. I have taken photos of all the items and will be seeking further advise on where i stand.



Yours Sincerely



and this is the reply i got
17 August 2009

Dear ,

Thank you for your feedback regarding your recent stay at the Express by Holiday Inn. Of course it is always disappointing to hear when a guest has been dissatisfied with any aspect of their stay.

Firstly I would like to sincerely apologise for the inconvenience caused as a result of various difficulties faced with during your stay with us. I can assure you that all the points highlighted will be addressed with the respective individuals to ensure this does not repeat in the future. Feedback from guests is certainly taken very seriously and also forms part of training for staff.

With regards to the condition of the floor tiles, this has now been rectified and replaced with new ones, so thank you for bringing this to our attention. With regards to the state of the carpet and chair, I have now highlighted this to our housekeeping department and necessary steps are being taken to put this right. I am equally disappointed to note the response received with regards to your request for milk from Reception and I can certainly assure you that this has been taken very seriously and I will be speaking to the staff members on shift personally, in order for this to not occur in the future.

Unfortunately on the night of 15th, we had a heavily intoxicated guest causing disturbance to other guests in the hotel. Hotel Security and Duty Manager took necessary action with the assistance of Police to resolve the situation. As you can appreciate this was beyond our control, however necessary steps were taken to resolve the situation.

As a priority club member, we value your custom and I am very disappointed to note that your last stay with us was not satisfactory. As a gesture of goodwill without prejudice, I would like to offer you 5000 Priority Club points for the inconvenience caused. Please allow 3 working days for this to be processed and the points to be credited to your account.

I can assure you that this is not the norm at Express by Holiday Inn,and the entire team would like to be associated with me in apologising for any shortcomings during your stay.

Once again thank you for your comments and hope this will not deter you from staying with us in the future. We look forward to welcoming you back to the Express by Holiday Inn.


Yours Sincerely,


I am not happy to receive just points for the worse stay i have had at a hotel can anyone give me any ideas on how to reply to this email thank you

Mark_Hewitt

ros5974 wrote: »

I am not happy to receive just points for the worse stay i have had at a hotel can anyone give me any ideas on how to reply to this email thank you

Don't. I think the response to your points was satisfactory. Many companies wouldn't even bother reading your complaint, never mind reply to it, and give you compensation (of sorts) to boot!

I've certainly had worse hotel stays than that.. i.e. being kept awake until 3am by guests shouting constantly in the corridors.

However I have had cause to complain twice to hotels, once to Jurys Inn for giving me an unmade room, and once was more of a comment to Premier Inn that they should educate their staff as to how to construct their sofas, and both received a full refund, even though in the latter case I specially said "I'm not asking for a refund".

montyrebel

you might want to edit your thread as it contains your name near the end 2nd last sentence.

ros5974

Thanks have now edited

goggle

I think that's a satisfactory response - what more did you want?

woody01

Holiday Inns aren't exactly pleasant anyway.

ceebeeby

I think they've responded fairly.

At the absolute most, I think you could respond to say, thanks for your attention and the points. I was hoping for my money back though ...? I don't think you'd get any more than that

Mark_Hewitt

How much is 5000 points worth? And how much was the hotel in the first place.

I would expect to get at least enough points to have another nights stay in that or a different location.

pinkshoes

5000 points will almost pay for a free night won't it?

I think their response is excellent, and they've addressed all your points.

I'm not sure what else you want from them??

Did you actually phone reception and complain about the noise?

Chester85

Did you complain to the manager at any time during your stay?

Request a new room or to discuss the attitude of reception?

If you didn't, why not? Hiding behind an email? I think IHC have been very fair

Firefox1975

You were never gonna get back more than you intially paid anyway?

And you have recevied some service from them so yes agreed a free night's stay is a fair offer.

you could try and get a free meal from them aswell I suppose - they might throw that in aswell if you tell them when you book.

Go back to then same place - that's your best bet for extras.