This Hotel is very nice, new, and clean. I would stay here more if the customer service wasn't horrible. I shouldn't say completely horrible (we did have 2 people who were very friendly to us). The first time we stayed here we had issues with the customer service while checking in but when we had to return for business we said oh that may have been a fluke. It was worse this time. When checking in the people are genuinely condescending and rude. We have worked with the schools looking at resources available to the youth in the community and trying to better the resources for the community. Our company has sent people to stay in Hays once a year for 10 years. We are a government entity and have received government rate at literally EVERY other hotel in Kansas including Holiday Inns in other communities. This one we have a problem. The first time we stayed we had no problem just a little unfriendliness at check in. The second time we get here at almost 9pm. We are exhausted from working and traveling all day. They inform us that they do not honor the government rate for schools or universities. I saw “hmm that is weird because we didn’t have a problem last time we were here nor have we had a problem at any other hotel”. The woman behind the desk says she remembers us and that she is unsure of why they didn’t mention it last time. After being very condescending to my co-worker and shoving a piece of paper in her face about some policy she finally said “as a courtesy we will wave it this time”. Overall she was unfriendly and talked down to us which I think is the worst way to handle the situation. If it wasn’t so late and I wasn’t so exhausted I would have went to a different hotel. I have never felt more unwelcomed.
I would definitely not recommend this hotel to anyone nor will I return. I would rather sleep in a crappier hotel and feel like my business is wanted or drive farther for work and stay in a different town altogether. I have never been so disappointed in a Holiday Inn and that includes the one that smelled disgusting. I would at least return to that one.
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