I recently stayed at the Holiday Inn Express for 3 nights for a business trip. After checking in, I called home and left a message for my wife telling her my room number. I then left for dinner. When I returned from dinner, I called home only to learn that my wife had tried 7 times to reach me. The first 4 times my wife called the hotel, the instuctions provided on the phone system was not clear, so she selected "0" to reach the operator. However, every time the call reached the front desk, the call was disconnected! She thought there was a problem with the hotel phones, so she tried again. The fifth time the call did get connected to the front desk and was answered by Julien who rudely responded, "Next time just punch in the room number" and without saying another word, transferred the call to my room. However, the call got rerouted back to the front desk because the answering machine wasn't activated by the front desk. Once the call got connected back to the front desk, it got disconnected again, or should I say, hung up by Julien (front desk). My wife quickly realized that the phone was working just fine. It was the front desk (Julien) who was the problem. Julien kept on hanging up the phone after it got connected to the front desk - two more times for a total of 7 phone calls. In the morning I spoke to the front desk manager who ensured my that the General Manager will get back to me. My wife also left a voice message for the General Manager. When I checked out (4 days later) both my wife and I did not hear back from the General Manager. Julien (front desk), the front desk manager and the General Manager obviously couldn't care about their guests. There is no accountability from anybody. I am quite surprised the hotel is still operating even with the lack of service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 28, 2013
On behalf of everyone here at the Holiday Inn Express Sault Ste Marie, we would like to apologize to you and your wife for this frustration and confusion. When an outside telephone call is received for one of our guests our front desk staff transfer the call to the guest’s room. If there is no answer, the call goes to the guestroom voicemail, or if voicemail is not available, it bounces back to the front desk. We will be sure to review all of our telephone policies and procedures with all of our front desk staff in order to avoid this type of mix up in the future. We would like to assure you that the intentional disconnection of a phone call is not acceptable behaviour and would not be tolerated at our hotel. Our General Manager has been making every effort to get in touch with you but has had a hard time obtaining your contact information. We would like to invite you to contact the general manager any time at 705-759-8200 ext. 2 to further discuss this matter.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.