My husband and I and our three children (ages 11, 9, and 6) had a lovely check-in with the nice lady up front, who gave us little check-in goodies; and the beds were nice (we had a cot rolled in for $10 extra); and the location was perfect for us. However, there is a horrible server in the attached restaurant who nearly ruined the trip for me. The advertising on the billboards says "Kids Eat Free," and we double checked that fact this morning at the front desk. My husband, before walking in to the restaurant with the kids, asked the front desk to confirm their "kids eat free" policy. They said "Yes, kids under 12 eat free," so we proceeded into the restaurant. My husband and I ordered eggs and french toast, and the kids ordered similarly, ordering french toast and eggs/bacon like us. The food was good. The server was not too friendly, but not too awful. She didn't say much, didn't smile much, but she was doing her job okay. Then, we got the bill. Well, we were surprised it was for 5 full meals. I got the server's attention, showed her the bill and said "Oh, but I think kids eat free, right? The bill charges the kids." The server then became very abrupt and rude. She said "Well, if you wanted THAT, then you have to order off the kids' menu." So I said, "But you didn't give us a kids' menu. How would we know that? We ordered from the menu you provided us, and all we know is, we were told that kids eat free." She then said "But they don't eat free off of THAT menu" (meaning the one she gave us) and continued to say "your daughter ordered off THAT menu." I replied "My daughter is 6 years old, and doesn't really read a menu. She ordered french toast because I ordered french toast. But anyway, so what if she ordered off of this menu? This was the only menu you provided the kids. How would we know there was another menu to ask for? Obviously we are a family with young children. Obviously, since your advertising is kids eat free, we are expecting that. How were we supposed to know there are two menus?" She rolled her eyes angrily said she would "try" to get it removed from the bill, but made us feel like we were trying to rob them or something. She did have the charges removed, but she was hostile and I felt almost in tears. I immediately went to the front desk and told the new lady there at the desk (different from the nice lady at last night's check-in) that the server needed to know that when families with young children were staying at the hotel and eating in the restaurant, that they would assume that kids eat free (without additional hurdles) unless explained to otherwise. We had done everything possible to get it right, including confirming with the front desk before eating, and that this server needed to be re-trained on how to approach families. The server needed to know it was her responsibility to provide children's menus and explain the program. The lady at the front desk wasn't interested in my stress at all, nor apologetic. She fliply handed me a card that read "How was your visit? When you get home, please share your opinion of Holiday Inn Quantico Center on tripadvisor.com/review it" and said to me "you can write a review." That was it. Such poor customer service. So here I am. I am sitting in the room of the hotel, reviewing this place, and I have to say, it is a mixed bag. The sweet blonde older last night was terrific, but today's server and the lady with the black hair at the front desk need to be re-trained in how to interact with their guests. Families with children should watch out!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 29, 2013
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Thank you for taking the time to leave us a comprehensive review. I am pleased that you found our location convenient for your needs. I am deeply sorry for any inconvenience you may have experienced with the occurrence in the restaurant and service received from our staff. Your review will be used to consider improvements needed and I hope that you can give us a chance to show you what we have done in the future.
Once again, thank you for your review. If there is anything we can do to make your next stay more comfortable, please do not hesitate to ask the Manager on Duty.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.