I am another member of the same family reunion mentioned by a prior reviewer (8/13/12). We chose this property because we consider Holiday Inn Express a reliable brand. We frequently select them when we travel and are Priority Club Members. I second a number of things mentioned in the earlier review but wanted to expand upon the whole WiFi issue and upon the issue with the confusion of our reservation and check-in difficulties.
One family member and I are also business colleagues. While staying at this hotel we were attempting to meet a crucial work deadline. Reliable, fast internet access was essential. As the hours ticked away and we couldn't get on-line, we became more and more concerned. We made numerous calls to the front desk and to a help phone number listed. Each time staff's answer was "well no one else is having any trouble", as if we were crazy and it must be user error. And each time the staff was more and more impatient and cranky with our requests for help. Our family group includes a number of engineers and someone with a doctorate in computer science. So we don't think we are the idiots staff was seeming to indicate we were. We tried numerous devices (various laptops, tablets and iPads) without success. When we finally sorted it out, without the staff's assistance by the way, we tried to report back to the front desk so that maybe in the future it could be sorted out for others more quickly, they blew us off as if we were idiots. They were uninterested in how the problem was resolved, insisting there really was no problem to begin with. The final straw was when the desk staff was very rude to my elderly father about this issue. The customer service was awful.
The other issue was the reservation/check-in process. We had reservations for four rooms. Three of them were under one name and a fourth under another family member's name. We were arriving from various portions of the country so didn't all arrive at the same time. When the first two family groups arrived they were trying to check-in to two of the four rooms. The front desk insisted that there were only 3 rooms in the reservation group. Suspecting she was confused, the family member listed all possible last names she should be looking for. She insisted that no there were only 3 rooms not 4. Unfortunately I was not present yet and I was the one with the confirmation numbers. So for 1/2 a day until I arrived these 5 family members were trying to squeeze into one room. When I arrived and was told what was going on, the desk staff still insisted there were only 3 rooms reserved until we produced our confirmation numbers for the 4 rooms.
Bottom line - we were made to feel as if the staff thought we were crazy. We were only trying to obtain services we had reserved and paid for. We understand that mishaps can occur but when they do customers shouldn't be made to feel as if they are stupid and in the wrong.
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- Also Known As:
- Holiday Inn Express Fenton Hotel Fenton
- Holiday Inn Fenton