99% occupied and you feel this is due to the quality of the rooms? More than likely, after reading the reviews, that it's because oil & gas have nowhere else to go. Stated that you don't respond to the positive reviews..why not? Thanking the guest for a positive review is good for building your business and puts a more human touch on the experience. One review you state that the guests didn't check out of a room and that you moved their belongings into another room..earlier on you state that a guest hadn't checked out, making the room unavailable. Did you move their belongings? No, you checked the incoming guest into a different room. Smoking issues: You have it printed on the reg card about the safe fee..why not print that guests that smoke in non-smoking rooms are assessed a cleaning fee. Other hotels I've stayed in have this policy in place. Take a serious look at the reviews, don't blow them off. See what the common problem is and take steps to fix them. By shear luck the new Holiday Inn Express is unable to be built across the street from you.Concentrate on building up the customer service, take a more critical look at the cleanliness of the property (seems to be the biggest complaint). From the outside, you look like a fairly nice place, but these reviews I'm sure are scaring people away. I went half way with the review so as not to adversely affect your standing
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Yes, we do respond to positive feedback but we have a different way of doing it. We send them thank you cards when guests leave in the mornings with good comments about their stay. Guests who stayed here and found their stay a satisfactory one, will confirm that they did receive the appreciation and thank you cards from us.
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We move the belongings of the guest to our storage only and only if we are completely sold out and new guest is coming into that room where the other guest left their belongings. If we have same type of room we just extend their stay and do not touch their belongings. However if we do not have that particular type of room available then we move their belongings to another room which may be of a different type but available. In this way we keep the reservation of the incoming guest to that particular type of room which they reserved.
Yes, we do have it printed on the registration card about the security warranty as well as about smoking in a non-smoking room and the amount of the fine attributed to that violation. After reading all that then guest signs at the bottom of the registration card.
We do not take any review lightly and always try to improve our selves with the remarks and suggestions given in the reviews however if they are false and posted for personal reasons/grudges then we explain our side of the story and do not fight back the bad review, just try to present our side with the facts, by leaving the rest on to the Reader to make up their minds.
We are not afraid of Holiday Inn Express or any other hotel to be built in this town as we believe in free enterprise. We are a small hotel, only have 60 rooms and incoming guests have a hard time finding comfortable stay rooms in this town. We however are the friendliest and newest hotel in the town, and offer all kinds of amenities which guests pay a lot to get in other hotels.
Thanks for your advice to pay more attention to the reviews because we always do already and getting better in every aspect. Thanks for your satisfaction of our exterior look because the same kind of service is given inside the hotel, and thanks for being fair when assessing our reviews and for giving us 3 stars out of 5.
You however didn’t say anything good or bad about your stay with us, wish you should have done that so we could give a hard look to the issues, if any.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.