My niece booked a suite on Hotels.com for my daughters bachelorette party(Oct.12,2013). She was given a king room. I called 2xs the week of to assure we got a renovated room, going on reviews that there were only several floors recently renovated.
The staff was very nice during calls and our stay. I did confirm the free breakfast on both calls and the night if the stay.
My daughter went for breakfast and found it was a restaraunt and there was NO FREE BREAKFAST!!!
The website at Trip Advisor and Holiday Inn both stated free breakfast whether booked online or by phone.
I stay at HI very often. Mostly in Lancaster, Ohio (which always get an A++++). I hate to give bad reviews,especially when 95% of the stay and service is fabulous! But this is an unacceptable situation. I don't know how this can be rectified , but, I expect it to be.
I have 3 nights reserved in October for my daughters wedding. At this point I am considering canceling these reservations and any future ones if this isn't taken care of.
Now, other than that, the room was nice. The night superintendent was wonderful and so sweet and helpful. But, not providing a free breakfast, when promised, is not right. If u don't care about that then go for it!
I do have to mention there was a strong urine smell in the hallway on the 10th floor. More