The hotel itself was fine - clean an comfortable, and up to Holiday Inn Standards. The staff at the desk was friendly, personable and helpful. The only negative was the inconvenience of having the stairs leading to our second-floor room (my wife is claustrophobic and can not ride an elevator) required an entrance from outside, and someone at the desk had to unlock the door. We managed.
The problem was with dinner. The food was good, but we ordered cocktails, which did not arrive until we were halfway through eating our dinners. And the bartender had mixed the wrong drink (nothing fancy - martinis). He remade them correctly after making a lame excuse that he thought we wanted the "special" (that the waitress had failed to mention). Then when we got the bill, we saw that we had been charged $10 per drink! He explained that he had used the best vodka and put in an extra shot to make the glass look full. We grumbled and paid, but stiffed him and the waitress on the tip - which we never do. The waitress also told us that in order to gain the extra 500 Priority Club points for dining in-house, we should go online and enter the information. This was incorrect. The next morning at breakfast we spoke with the restaurant manager. We asked him how much martinis cost. He said $5. We told him what happened the night before and he apologized, but he did not offer us any compensation. I have done some research and business writing about how to create customer loyalty. The most important single factor is how a business responds to the inevitable screw-ups. The restaurant failed in this instance. Sorry to downgrade the hotel for the performance of the restaurant, but I see the two as parts of the whole.
- Official Description (provided by the hotel):
- Welcome to the Holiday Inn Lake Charles - West Sulphur Our Sulphur, Louisiana hotel is located off I-10 with convenient access to many nearby attractions and businesses. Just a few miles from Lake Charles, our hotel is 10 miles from Lake Charles Regional Airport (LCH). Visitors to our Sulphur hotel can enjoy a wide variety of southern Louisiana attractions. Within seven miles of our hotel, guests will find lovely Lake Charles Beach and downtown Lake Charles. Leisure travelers can experience the Louisiana outdoors by visiting the Sabine Refuge or the Creole Nature Trail, both within 20 minutes of our hotel. There are also several casinos within a five minute drive of our hotel in Sulphur. Business travelers can travel easily to and from their meetings, with our Lake Charles hotel's convenient location. Business offices within 10 miles of our hotel include Citgo, Conoco, Northrop Grumman, PPG Industries, the Lake Charles Civic Center, McNeese State University and the Port of Lake Charles. Our Lake Charles, Louisiana hotel features friendly accommodations, along with choice amenities. Guests can enjoy the convenience of complimentary high-speed Internet access, an on-site restaurant and a convenience store. Other amenities include a heated indoor pool, a 24-hour Fitness Center and a Business Center. Book your Lake Charles hotel reservations now and enjoy excellent Holiday Inn rooms and rates. ... more less
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