Good Afternoon,
In the previous email I attached Mr *** Folios of his actual stay and the second one of credit issued to him According to HIE Salem Desk associate's the following took place
Mr *** checked in on Monday and wanted the
Sunday Rate of and was given the discounted rate Mr and Mrs *** stated they were going to give HIE and try as they just had a very horrible stay the night before at a *** *** *** checked them in a room on the third floor and they wanted a room on the first floor The room move was not confirmed in the computer and the 7-shift had preassigned rooms for reservations and
had attached a room key of to the reservation of another guest and when this corporate guest checked in he was given the key to room and proceeded to go this room He and Mrs *** were back with five minutes The mistake was investigated and straightened out and Ms *** was given new keys to room Then apparently, somehow an IHG Reward number was attached to and this changed the name on the folio This was straightened out the following morning when the *** approached the desk They had the desk associate in tears and every guest having breakfast came to desk to make sure their bill was complete
Holiday Inn Express Salem only charged Mr *** card one charge
The Ptac unit was found to be in good working condition and it is controlled by a wall thermostat The Ice Machine has a grate on it although a guest filling a cooler had removed the grate and laid it on top of the ice machine and did not replace it back after obtaining their ice The pancake machine was not functional which was due to a sensor
out
The staff have been addressed on the issues stated in Mr ***' letter to you His letter to IHG guest services and advised about his posting on Trip Advisor
Thank you *** ***
The statement made by the hotel that we "wanted a room on the first floor" is untrue. We never voiced a preference other than wanting a room not near the elevator or ice machine. We were given the keys to room 115 and knew nothing about being assigned to 315 then "moved". It is obvious to me that the desk clerk made a mistake. Furthermore, their comment about [redacted] Inn is exaggerated. We had stayed at a [redacted] where the TV's didn't work. We mentioned that to HIE only in passing to indicate we did plan to watch TV. Holiday Inn Express has issued a credit for this night's stay, therefore, I do not plan to pursue this further. Thank you for your assistance.
Good Afternoon,
In the previous email I attached Mr *** Folios of his actual stay and the second one of credit issued to him According to HIE Salem Desk associate's the following took place
Mr *** checked in on Monday and wanted the
Sunday Rate of and was given the discounted rate Mr and Mrs *** stated they were going to give HIE and try as they just had a very horrible stay the night before at a *** *** *** checked them in a room on the third floor and they wanted a room on the first floor The room move was not confirmed in the computer and the 7-shift had preassigned rooms for reservations and
had attached a room key of to the reservation of another guest and when this corporate guest checked in he was given the key to room and proceeded to go this room He and Mrs *** were back with five minutes The mistake was investigated and straightened out and Ms *** was given new keys to room Then apparently, somehow an IHG Reward number was attached to and this changed the name on the folio This was straightened out the following morning when the *** approached the desk They had the desk associate in tears and every guest having breakfast came to desk to make sure their bill was complete
Holiday Inn Express Salem only charged Mr *** card one charge
The Ptac unit was found to be in good working condition and it is controlled by a wall thermostat The Ice Machine has a grate on it although a guest filling a cooler had removed the grate and laid it on top of the ice machine and did not replace it back after obtaining their ice The pancake machine was not functional which was due to a sensor
out
The staff have been addressed on the issues stated in Mr ***' letter to you His letter to IHG guest services and advised about his posting on Trip Advisor
Thank you *** ***
The statement made by the hotel that we "wanted a room on the first floor" is untrue. We never voiced a preference other than wanting a room not near the elevator or ice machine. We were given the keys to room 115 and knew nothing about being assigned to 315 then "moved". It is obvious to me that the desk clerk made a mistake. Furthermore, their comment about [redacted] Inn is exaggerated. We had stayed at a [redacted] where the TV's didn't work. We mentioned that to HIE only in passing to indicate we did plan to watch TV. Holiday Inn Express has issued a credit for this night's stay, therefore, I do not plan to pursue this further. Thank you for your assistance.