Usuario invitado
15 de mayo de 2024
I encountered significant challenges with the level of service provided by the Holiday Inn Express in Taylor, Texas. During my interactions with Zona Sweeney, the General Manager, I observed a lack of accountability and empathy. Despite my efforts to rectify a booking error made in advance, I faced inflexibility and resistance. To summarize, I initially reserved two rooms but later realized the mistake and attempted to modify my reservation to a single room. Unfortunately, this adjustment was made under a non-refundable rate, unbeknownst to me. When a family emergency necessitated cancellation within 30 hours of check-in, I encountered considerable difficulty in securing any form of accommodation or understanding from the hotel staff. Furthermore, Zona Sweeney's response, which included requesting a death certificate for consideration of a partial refund, struck me as both insensitive and unprofessional. Additionally, her attempt to contextualize my situation within a broader statistic of cancellations for the same night was unhelpful and irrelevant. Despite my persistent efforts to resolve the issue, I encountered further obstacles, including the refusal to provide contact information for higher management. This lack of transparency and accountability only exacerbated my dissatisfaction with the customer service provided. Consequently, I felt compelled to escalate the matter by contacting IHG (InterContinental Hotels Group) directly, providing detailed documentation of my interactions with the hotel, including email correspondence and recorded phone calls. Furthermore, I have notified my credit card company of the disputed transaction. In conclusion, my experience at the Holiday Inn Express in Taylor, Texas, fell far below the standards expected of a reputable hospitality establishment. I caution prospective guests to exercise caution when considering this hotel, as the level of care and consideration for customers appears to be severely lacking.
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