July 6, 2012
To Whom It May Concern:
This letter is in regards to our most recent stay at your hotel, The Holiday Inn Express (Crestview, FL). Let me say that I held your facility in high regard prior to my most recent visit (7-2-12 thru 7-6-12). From the very reservation this stay went south…I called into the inbound customer service line to make my reservations and was placed on hold for an extremely long time. I was then told by the attendant that he would need to call me back to complete my reservation (around 1AM EST).
I arrived at the hotel on Monday morning and was told that I was going to be charged a “No Show” fee, because I was a day late (which I originally requested Monday through Thursday with the option of Friday). On Thursday I received the statement which included the “No Show” charge, which was later removed by the front desk clerk. As a result of the correction, I made another reservation for the month of July (7-23-12 thru 7-26-12 with the option to include the 7-27-12).
While at the hotel (during our most recent stay), we reported several issues to the front desk and/or housekeeping personnel. The first issue had to do with a housekeeper blasting music which included cursing and vulgar language. The second issue we had was a baby crying making it very difficult to sleep. The thirds issue was with breakfast being at times under prepared and finally the fire alarm systems going off without warning (with no posted apologies). We mentioned to housekeeping that our daughter had an accident (soiled bed) and that her bed needed cleaning. They came in and conditioned the soiled mattress for the sleeper sofa. They never mentioned that we would be charged for a soiled mattress, nothing was posted at the front desk or in the room that soiled mattresses are to be replaced at the guest expense. When we returned from the hospital this morning with our 3yr old son who was having trouble breathing the night before (and who ultimately had to be admitted to the ER), we were told that we were obligated to replace the mattress. We tried to explain to the front desk representative that we just returned from the ER with our son and that we would be a little late (10 min to be exact) with checking out. The Rep was very rude and unsympathetic; and never made eye contact with us. We were not given an advanced notice that hotel management was going to charge us for the bed. They made us feel like we were not worth talking to about the matter. Our daughter continued to sleep on this mattress 2 more nights without health considerations. We were made to feel that the mattress was safe and able to be reused in the future, so we continued to allow her to use this mattress.
Please know that going forward, we would not recommend this establishment to anyone in the future. The establishment is not considerate and/or sympathetic regarding emergency situations that many families face.
Consider this letter as a termination of all future business/service use.
- Official Description (provided by the hotel):
- Welcome to the New Holiday Inn Express & Suites in Crestview, FL. We are conveniently located off of 1-10 only 40 miles east of Pensacola, FL. Attractions and points of interest close to the Holiday Inn Express & Suites in Crestview, FL include Fort Walton Beach, the Santa Rosa Mall, Okaloosa-Walton College, Eglin Air Force Base and Hurlburt Field. Guests of the Holiday Inn Express & Suites in Crestview, FL hotel are invited to enjoy full-service amenities like free Hot breakfast, complimentary USA Today, free local calls and free high speed Internet access wired/ wireless. Whether you're in the area to work or play know that you have a home away from home at the New Holiday Inn Express & Suites in Crestview, FL. ... more less
- Reservation Options:
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- Also Known As:
- Holiday Inn Express Hotel And Suites Crestview