ourparalleluniverse
Couples · October 20252/10
First I want to start by mentioning I have been leaving reviews on TripAdvisor for 23 years, and have over 200 contributions, so therefore I am not just a first timer bickering about one bad experienc...First I want to start by mentioning I have been leaving reviews on TripAdvisor for 23 years, and have over 200 contributions, so therefore I am not just a first timer bickering about one bad experience. I would also like to make it known that out of all 200+ contributions I have very very few 1-star reviews, and the few I do have DESERVED IT, and this review is not only deserving of a one star review, it goes down as the worst experience I have ever had in my 23 years of traveling which includes 41 states, and 6 countries. Never have I been treated like such a piece of garbage and just a "number" as my wife and I were this last weekend. This is a MUST READ, and unless the property manager handles this and reaches out to me I have already spoke to the news channel here in Charleston (I have an acquaintance there) because I am going to share this story so nobody else sees their "important day" spoiled with such unprofessionalism.
My wife and I decided to spend our 24th anniversary in Charleston and were excited to spend a night away alone as we both are extremely busy people. I got our room from Expedia (which was a mistake itself) and I chose a King size standard room since I knew we would not be in the room other than to sleep. We arrived, checked in (that was all nice and quick), walked into our room and we both looked at each other and said "uuuummmmm". We were staring at two small double beds! Call me crazy but spending our anniversary in the same bed was part of the plan when we decided to get away for the night. So, I urged my wife not to touch anything (for sanitary reason thinking we were going to get the correct room) and I walked to the front desk and politely mentioned the room was supposed to be a King bed not two beds. The girl at the front desk was younger (guessing between 24-30 but not sure) and after explaining to her the mix-up she actually had the nerve to tell me...."Well sir the thing is when you book with Expedia it is like a 50/50 chance you are going to get a King bed and a 50/50 chance you will get stuck with double beds". I almost lost my mind as I have used Expedia probably 100 times in my life if not more and never once have I received a room I did not want.
I very nicely explained that this was our 24th anniversary, and that I would appreciate if she could swap our room to a King size bed, I am middle of the road sized 48 year old, and though my wife is thin we both like a lot of room when we sleep so bunking in a small bed was not going to happen. Anyway she proceeded to tell me "sir unfortunately we are totally booked tonight", I explained one more time that this was not the room I chose, and I had never heard of a "50/50 shot at getting what I want when I reserve a room. She gave me this snicker that honestly really ticked me off as if I was some first time traveling idiot, and told me there was nothing she could do. Ironically I went back to the room, pulled up THE VERY SAME RESERVATION on Expedia (see picture below) and thought to myself "wow I thought they were sold out". I decided to dial the hotel's number on my cell phone and upon answering I asked if they had a King sized standard room for the night available. Miraculously the woman on the phone (which sounded like the same gal, but cannot be positive) told me "Yes sir how many rooms do you need". I could not believe what I was hearing, I thought you were sold out?, I thought you were fully booked for the night?
After showering, getting ready, and trying to calm myself down we left the room about 60-90 minutes later. While passing through I saw another woman working, and decided to talk to her. I explained everything to her and her answer was much different yet not better. She told me "Sir we have a lot of rooms left, but we hold them for reward members". I informed her I was an IHG member, and she came right back at me and said "yes but you booked through Expedia, but I can refund your room and book you a King room for the current rate" (which oh by the way just happened to be about $75 more). I just honestly went from irritated to absolutely shocked!! I cannot believe one woman told me SOLD OUT, and the other basically told me my wife and I were not valued as much because we got our room from Expedia. This gal was clearly not interested in doing anything to help a disgruntled customer out, she couldn't help me at all, but she could help me for $75 more!! It all just felt like a slippery Las Vegas SCAM!! Later that night when my wife and I left the venue you went to eat dinner at after having a few drinks as well I called this Holiday Inn Express again just for kicks and giggles, and I asked the woman on the phone if they happen to have any King sized standard rooms she very kindly said "yes we sure do". Yet 5 hours earlier I was told they were sold out for the night!!
Long story short my wife and I slept in opposite beds once we were back and showered, and watched tv before falling asleep. 24 years married and this without a doubt was the biggest slap in the face we have ever received while traveling! The next morning we woke up early and had to head back due to prior engagements. I spoke with a very friendly gentlemen at the counter when we left and explained to him what happened after he asked me "how was your stay sir". He just shook his head and mentioned to me that whether there was an error in your reservation, or Expedia gave you the wrong room reserved or what not, there was absolutely no reason the gal(s) from the night before could not accommodate us and help us out under the circumstances. I mentioned to him that the first girl mentioned they were sold out, and he just laughed and confirmed to me "No that is not true, we could have easily moved you into a more fitting room". He then proceeded to very nicely tell me if he had the ability he would credit us back a portion of our rooms for the hassle. To me this was 100% proof that I was scammed, belittled, and treated like a "number".
A few things you can be certain about unless something changes within a timely manner.....This review will be posted EVERYWHERE, TripAdvisor right now, and every review platform out there Google, yelp, everywhere. This will also be posted on my social media, and I will be sure to ask some of my friends that have huge followings to pass this story along as they are very well known individuals. I will also NOT be staying in a Holiday Inn ever again, nor will I use Expedia again neither, and last but not least this will be a story not only on the news in Charleston, but also a local paper in Parkersburg WV (close to the town we live in) so anyone considering traveling to Charleston will avoid this Holiday Inn at all costs. I am sorry but the woman who lied to me should be fired, and the second woman I spoke to needs to be properly trained to help her understand how to handle issues that come up in her profession. I have been in General Management for 17 years, and I can say for certain making someone feel like they are not special enough because you are "not a rewards member" and making someone feel like their reservation is worthless because they "booked through Expedia" I assure you is NOT the proper way to handle those situations!! I will admit she was friendly, and tried to be helpful, but it was clear her company sets her and others up to fail with lack of training because that is just not how you handle those situations. I do give her an A effort, but it still fell short of the mark. As far as this particular Holiday Inn goes shame on you for ruining what was supposed to be a special night away!!show more
