I tried to book two nights here for a wedding that was supposed to be reserved under the bride's name. For my first attempt, I called the corporate office number, after looking it up on the internet, and was given a confirmation number and directed to call the motel in Hobbs and give this to them. I was a little suspicious when I called and gave them the number and the girl that answered thanked me without telling me any other info or taking my info. I asked her if she was sure that she didn't need anything further from me and she said no. I asked her to confirm the price of the two-night stay and she put me on hold for about 10 minutes. When she returned she said it would be "about $65.00 a night". She also informed me that the reason she didn't need my name is that they were just confirming the amount of rooms. I called the bride to let her know that something didn't sound right. She called them and realized that what they had actually done was given me confirmation number for the master suite that her and her soon-to-be husband would be staying in. She said that they had corrected the issue and that we would all have a room. As the wedding drew near (2 days away) the bride called me back and asked me to give her my confirmation number because all the rooms that were originally reserved for her wedding party, had been under the wrong name. I explained that I had not received a confirmation number because I understood that this has been resolved w/out one. She said to try to call them and book under the original reservation. When I called, the person who answered informed me that there were no open rooms anymore. At this point, I called the bride back and she said she would call again and see what the problem was. She called me later and said she had spoken with the General Manager, Corey, and he was expecting my call. I attempted to speak with Corey on 2 seperate occassions and could not get anyone to answer the phone. When I finally did reach lobby personnel, Abraham, and explained my situation to him, he told me that Corey had left town for the holiday. I was dumbfounded. I told Abraham that I expected to have a room for the wedding regardless of the GM's lack of communication and his response was "Sorry". I finally contacted the corporate office. The gentleman I spoke with confirmed that htere were no extra rooms but he was sure that one had been saved by the GM for me. He suggested I call first thing in the morning and confirm this with whoever was working at that time (This would be the day I was driving to Hobbs to go to the wedding). I called as advised and spoke to someone named Jackie and explained my situation one more time. She was also not aware of the situation but was very pleaseant and even found a room for me and offered me a discount for my trouble. I was so excited I called the corporate office to let them know that my situation was resolved and that Jackie had done such a great job. Fast Forward to the morning we are preparing to leave. We had an issue with the toilet draining slow and refilling. I called down to the desk and asked them to send someone to repair it. about 1 minute later the person I spoke with called me back and said that she could not find anyone to fix it and asked if I would "Come get a Plunger Myself". I told her not to worry about because were trying to leave and would use the restroom down stairs. About this time someone came by and slipped our bill under the door for a rapid check out. As I looked at the bill, I realized it was for about $80.00 a night. I was a little confused by this due to the fact we were quoted $65.00 and promised a discount. I decided to call the front desk and explain this problem to the same lady who told me to get my own plunger. I explained the condensed version about how we were quoted one price and promised a small discount for what had now been too much time wasted on this same issue. Her exact response was, "No. Your wrong". I said excuse me. She then explained that nothing like that had ever been said. At this point I told her that her organizations continued lack of professionalism will no longer be tolerated and she would no respond to me with NO. She told me that it was not her problem. At this point I hung up the phone. I was completely insulted by this. I decided to just check out and call the corporate office when I got back on the road. When I got to the lobby to check out the plunger girl was there staring at me. I explained that I was ready to check out and asked her who the girl who said she was new over the phone (the one who quoted me the wrong price). She said her name was Sarah and also added, "You realize she has only worked here a few day". I did not respond to that. She walked to the printer, removed some paper from it and threw it on the counter saying,"Here is your receipt". After that she walked over to where she was sitting and started writing in a pad. I was furios. I immediately dialed the corporate office number and filled them in about the most recent acts of incompetence. The Corporate office was very apologetic and said that I was probably owed my money back in full. I agreed. They assured me that this would be resolved shortly and they would confirm this with me upon completion. I was satisfied with this and pursued the issue no further. About a week after that, I received a letter via email from Holiday Inn corporate office explaining that after some research, that they felt they had done nothing wrong and the initial discount I received was adequate. I sent the back an email and explained that if this is how they resolve guest complaints, they should stop considering themselves in the hospitality industry.
Do your self a favor, if you can't find a room in Hobbs, NM and the Holiday Inn Express is the only available place to stay, invest in a tent. You will be much more happy with the service you receive from the sporting goods store, than the staff at this place (rest room facilities will be comparable).
- Official Description (provided by the hotel):
- The new Holiday Inn Express & Suites welcomes you to Hobbs. You will find comfort and modern luxury at one of the most convenient locations in Hobbs, NM. Located just 2 miles from the Zia Park Casino and Race Track and 8 miles from the Hobbs airport, the new Holiday Inn Express & Suites is the ideal destination. If you are here for business, we have all the right amenities for your needs. If you are here for pleasure you are just minutes away from shopping, dining, entertainment and all the adventures that Hobbs has in store. No matter what brings you to your Holiday Inn Express in Hobbs we are dedicated to creating a personal retreat for each one of our guests. The key word is comfort with luxurious bedding, modern décor and all the cable, sports and movie channels you need. The Holiday Inn Express is a favorite for business and leisure visitors to Hobbs and we want to become your favorite too. ... more less
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