First, let me say that I am an owner of a travel agency on the east coast, and have stayed at many properties in my life. I am actually traveling across the country for pleasure and am trying to stop at different chains of hotels to recommend to my clients. I chose this particular property because of its location to I-70 (perfect location). There is really not much to choose from in Hays. I came here from Kansas city the night before (stayed at the Drury inn, if you get a chance to stay in one they are great hotels) after getting halfway I noticed that my wallet was missing, after looking for it for quite some time with no avail I pulled up to the Holiday Inn Express Hays, Ks. I went to check in and they refused to check me in without a credit card for incidentals, I explained to them (two young ladies, one of which seemed to be in training) my situation and they were unwilling to work with me. I offered to give them cash to hold for incidentals, and they told me to go over to Wal-Mart and buy a prepaid card and put the $25.00 on it and they would use that one. I explained to them why would I do that and pay extra to Wal-Mart to get the card. Anyway, I asked for the general manager’s business card, which was promptly provided to me, and I left the building to try and call her to see if there was anything she could do for me. I tried to call the general manager and got the front desk I was then advised that the General manager was not in and would not be back to until the morning (this was the same front desk person who I was dealing with before) I was offered to be transferred to her voicemail, I said that is not going to help me for my stay tonight, she told me "oh, well there is nothing else that she could do." Okay, so I called the consolidator who I booked the room with because the front desk clerk told me she would not be able to issue a refund to me and I would have to go through the people I booked it with. I was speaking to the consolidator and they told me there was nothing that they could do, but they would be more than happy to call the hotel and see if they would let him refund my wife's credit card. He called and was told to have me go to Wal-Mart to get a prepaid card because there was no manager on duty to allow them to obtain a refund so, I was stuck. I ended up having to have my wife transfer money to my father’s account so we could use his bank card to put a deposit on. When I arrived back to the hotel to give them a card for the room I (as well as my father) was still treated with disrespect. The trainee was actually nice about the whole thing, but the girl who was training her was still rude. When I was first waiting in line to check in she had offered the woman in front of me a discount card for dinner at a local eatery I never was offered the same (not a big deal, but respect would have been nice). I went into the room and it was as expected, a decent place to rest my head after a long hard day. The internet is a little slow, but can be tolerated. Needless to say because of my experience at this Holiday Inn I will be writing a letter to corporate, and will not recommend this chain to ANY of my clients. Respect is important to me and I was the customer. You are supposed to go out of your way for customers / clients I know for a fact there is a way around not having to take a credit card for incidentals. What happens to cash paying customers? Do you not let them have a room? When I was told there were no exceptions that just showed me how far holiday inn employees will go for their customers. I guess in Hays, Kansas we don't matter too much!
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