Below are my complaints about my overpriced room, along with the reply from IHG. Reader..beware!
EMAIL TO IHG
Hi: My wife and I stayed at a property last night and wanted to
>write in. We do not usually complain. However, for our 15th wedding
>anniversary we splurged on a number of nights with IHG. Last night though
>we spent the most for any night of our current trip, $261, and expected a
>lot since we spent a lot more than usual. The property was in nice
>condition, the bed was great, and it wasn't neglected as a property.
>However we were disappointed with a number of things. We only mentioned a
>few things to the desk staff, and decided to write in to you, since the
>desk staff didn't seem very interested in listening to us. Of all the desk
>staff only one seemed very interested in us. 1. On arrival, we were
>greeted, however the agent then answered a call and never got back to us
>for 5 minutes at least. She didn't even say she was leaving the desk!
>Finally we got some help to check-in. Maybe she was having a bad day, she
>seemed pretty uninterested in us. She didn't acknowledge my Platinum status
>or seem to care that I'd spent $261 to stay. I know rates can be high, but
>it would seem to me they should care a little bit that I chose to stay
>there. 2. When we reached the room we received an immediate call asking why
>we had called for room service, which we had not. Strange! 3. We found
>leftover food still in our microwave. 4. We were given a gift bag, which
>had a bottle of water, a cheap $.50 bag of cookies. It would be more
>professional to leave 2 bottles of water in the room (after all I was there
>with my wife!), and forget the cookies, they cheapened the experience. I
>have stayed at far, far more at hotels where I've $50/night and appreciated
>us and treated us far better! 5. Usually I stay at Holiday Inn Express,
>this time I chose Holiday Inn Suites, but I'd have to say that the Express
>hotels have always treated us better. Is that a branding weakness, or just
>this property? 6. We went to breakfast, and while I understand it isn't
>always free, I thought it was for Platinum status. However, I could be
>wrong. I am always offered it at the Express brand. Anyway, it was a
>disappointment since we paid so much and didn't even get breakfast. I would
>rather wait for your direct response instead of writing negatively on
>TripAdvisor, which is bad for the hotel. I also write for a travel blog
>with 14,000 readers and do not want to post
>negatively about IHG, since I do value your hotels and generally have
>always had good experiences with IHG. I welcome your reply or feel free to
>call me. Keep in mind that I am traveling overseas Wednesday, Oct 16, if
>you did decide to call. Email reply is fine also. Thanks for your interest.
REPLY FROM IHG
I just read your email and wanted to take the time to apologize for your experience.
IHG Rewards Club® Platinum members are our most valued customers and we appreciate your loyalty to our hotels, as well as your honest feedback. I regret that your hotel stay was less than satisfactory and that hotel staff was not able to meet your expectations. As soon as I read your email, I immediately notified hotel management so they can prevent this issue from happening in the future.
Moreover, please be informed that only our Holiday Inn Express hotels worldwide offer complimentary breakfast. Nevertheless, other IHG brands have in-house and near-by restaurants where guests can take their meals.
I hope your next stay with us exceeds your expectations.
All the best,
- Official Description (provided by the hotel):
- Brand new Holiday Inn & Suites Oakland Airport is the Holiday Inn of the future! This newest Oakland Airport Hotel near San Francisco is just one mile from Oakland International Airport (OAK), and offers free shuttle to destinations within five miles of the hotel.In Oakland, you'll find a variety of attractions within close proximity of our hotel. We are one mile from the McAfee Coliseum-Home of the Oakland Raiders & Oakland Athletics, and Oracle Arena - Home of the Golden State Warriors, and just minutes away from Jack London Square and the Metropolitan Golf Course. Our hotel's location near San Francisco makes it easy to visit the 'City by the Bay.' Business travelers enjoy our close proximity to National Automotive, Unisys Corporation, Waste Management, FedEx, UPS, Rainin Instruments and other businesses in Oakland. Lodging in our hotel makes it easy to utilize the 24-hour business center as well as over 3,000 square feet of meeting space. With a heated, outdoor pool and a fitness center as well as an on-site convenience store and Diamonds Sports Bar & Grill, our guests receive excellent services from our new hotel in Oakland. All rooms feature triple-sheeted king beds, 32-inch flat panel TVs, microwaves, refrigerators and work spaces with two phones and free high-speed Internet access. For top-quality service in an ideal location, this is the place to stay. ... more less
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- Also Known As:
- Holiday Inn Hotel And Suites Oakland Airport
- Holiday Inn Oakland