re complaint to holiday inn express

sjpkgp

I think the OP did ask politely how to respond to the email, and was a bit surprised to see the judgemental responses on here. Admittedly HI Express hotels are not as well staffed as the more expensive brands, and therefore expectations need to be adjusted iro room service etc (the milk issue particularly). I stay in different holiday inn hotels on average 2 nights a week (I am a points chaser) and have found them generally to be OK, but not uniformly as good as other brands, and not as well staffed at night, so when things go wrong (drunk guests, double bookings etc.) they are not that well equipped to cope - complaining at that point (in my experience) is futile (and I have had considerable experience of this from drunk blokes appearing in my room to being taxied to a hotel 8 miles away in the middle of the night). Clearly, if you are very dis-satisfied with your room on initial persual, you should complain, and again, if having spent a night there, you are entitled (and should if you intend to email) complain again on check out, then follow up your complaint. I think it is good to remember that these things are cumulative (i.e. most of us are happy to accept a small thing wrong with the room, if the rest of the stay is satisfactory, so might not complain instantly the second something is not to satisfaction) Does 5000 points cut it ? 10,000 does as it entitles the OP to another HI express night, and is not as costly as them refunding the money. Given the OP didn't appear to complain at the time, it is probably fair, and as varoius have pointed out, they have responded promptly and discussed all issues mentioned, and provided some recompense. It appears from the above that the OP has accepted the points, so all is well.

Anyway, I have rambled (sorry), this thread just struck a chord. Sal xx

PS - the reason I was on this thread was because the !!!!!!s have just deducted 25,000 points from my balance for a stay in Liverpool I didn't have !!! I am looking forward to a discussion about it on their expensive queries line tomorrow.....