Quality-Holiday Inn-Customer Service

Holiday Inn Quality Pledge (update)

I had a very attentive gentlemen called me from IHG named Kevin who addressed my concerns and refunded my two day stay. We are going back to St Augustine in December and will stay at another IHG hotel! Though it should never take this much effort to resolve Customer Service /Quality issues I am happy to say it is resolved to our satisfaction! IHG promised they would look into improving services at Holiday INN & Suites in St Augustine~

My Quality Customer Service Issue with St Augustine Quality Inn Suites:

We have been twittering (note below) about my recent stay at the Holiday Inn & Suites in St Augustine Conf. No. 68139575. Actually you guys picked up on my twitter. It was one of the worse stays in the last 25 years of staying at your properties.. This concerns me since I am in Orlando next weekend staying at the Crowne Plaza, followed by October in Boston, November in Miami December back in St Augustine, January in Portugal and March in Sf.

If the next stay is anything like my last stay I will no longer be using the Priority Club services. Unfortunately the hotel manager did not address my concerns or talk to me until I insisted and waited for him on my departure.

The issues as I noted on my complaint to Priority One and to him are as follows:

The bed was like sleeping on a rock

The AC was on a sensor and when you fell asleep it stopped so no AC when you’re not moving

The service when something was needed as I was told was left up to us. The hotel had one person working and no-one to take care of customers

I could not locate a manager and he avoided me until I forced him to see me

Wifi did not work and the IT dep. (contractor) was incompetent so I had to use the coffee shop next door to the hotel

No toiletries in the bathroom

As I told the manager I could of stayed at a cheap beach front hotel and gotten better service and quality. Unfortunately since he did not see me until my departure there was nothing he could do to fix the above issues!

I expect more from a hotel of that caliber. The Holiday Inn express would have been cheaper, better and I would have had breakfast.

First CS Response

Come out and call us liars why don't you!

"I have spoken with the hotels Guest Services manager and have been informed that the only issue you brought up to them was not being able to get online with your phone. She said that their tech person tried to assist you while you were on property. I'm very sorry if you were not able to connect".

Katie Jolley

Case Manager

IHGCare

Senior Management Response

Let's shut you up 3500 points for not sleeping two night in a hell hole!

"While we certainly regret the experience you had, we do not feel that compensation is warranted at this time.In an effort to show you how much we value your continued patronage, I am issuing 3,500 points to your account. These points will be converted to your current earning preference with Priority Club Rewards and should appear in your account within the next 7-10 business days".

Lorelei Ferguison

Senior Case Manager
Guest Relations
IHG



The Pleage
The success of any business is contingent on the ability to meet and exceed customer expectations. At the Holiday Inn Gaithersburg, we are proud of our strong commitment to both our guests and our team members. We recognize that the delivery of exemplary guest service is dependent on a group of caring team members who share common goals and a true spirit to serve. Those goals and service spirit are expressed in Our Big Three, which lies at the heart of our hotel's Mission Statement:

Our hotel is a place where every guest receives 100% satisfaction in the service, products and environment we proudly provide.
Our success depends on achievement of OUR BIG THREE.


1. Happy, professional team members who demonstrate aggressive friendliness.
2. A clean, crisp, safe property where everything works.
3. Guests and team members receive all that they expect plus a little bit more.
Each team member is empowered to satisfy guests, ensuring their willingness to return.

Online Reviews of Holiday Inn based on my research:

El Paso Holiday Inn:

Customer Service - customer service

I am a Holiday Inn Priority Club Member. When I checked in at the hotel, they refused to give me a room on the priority club members floor. They also refused to give me an evaluation form, because they knew what I was going to say about their hotel. The front desk clerk was very rude. I will not stay there again and will not recommend it to anybody. I have been a Holiday Inn Priority Club Member since 1999

Online Scoreboard on Holiday Inn:

Customer Service - customer service 

Holiday Inn customer service is ranked #145 out of the 451 companies that have a CustomerServiceScoreboard.com rating with an overall score of 46.58 out of a possible 200. This score rates Holiday Inn customer service and customer support as Disappointing.

“money before customer satisfaction”

my wife and I attended with a large party NEW YEARS EVE dinner/dance 2010 money paid up front, but when waiting staff made an error with the food ruining the meal and to be honest the evening.i did not make scene on the night I just expected their customer service to make amends but when contacted they treated us with contempt saying that what happened did not warrant any other action than to address the issue with waiting staff. Holiday Inn and thier management have taken, banked our money and ran. with this attitude and utter contempt for paying customers, I and my family and friends will never again use or frequent any Holiday Inn 

“Don't expect customer service satisfaction”

So - in my opinion, this hotel had no concern about the comfort or happiness of their guests. I kept in constant contact and they didn't even respond to the first 5 days of contact. Customer Satisfaction NOT Guaranteed. 

So bottom line is since IHG took over the Holiday Inn brand in the America's if you have a quality or Customer Service issue it's not like it was before. They no longer treat customer as assets but as inconvenience unless they shut up and deal with what at times is horrible conditions!

With an overall rating of 60/200 think twice before staying at a Holiday Inn and look at Marriott, Hyatt, Hilton or even Embassy Suites which we stayed the night before St Augustine with excellent quality and customer service!

Dr Q