Adrienne S.
Yelp
I live locally and was looking to spoil myself with a mini staycation. My first evening was fine. The hotel is very clean and the staff was friendly, but they weren't overly helpful. I had to ask about how to log into the wifi, where the elevator was, and what the room service hours were.
The room was nice, and again, clean. Room service was quick and friendly, but the food was just OK. Not terrible, but not wonderful either.
At some point in the night, the AC stopped working, but the temperature remained reasonable.
I had ordered breakfast to be delivered by 7:30 so I could make a 9 o'clock appointment, but by 8, my food still hadn't arrived. I called room service, but no one answered, so I called the front desk. They weren't sure what the problem was, but they went to the kitchen to find out. They called me back saying that the kitchen didn't open until 8, but my order was being rushed. 1: how did the front desk staff not know that the kitchen didn't open until 8, and 2: if the kitchen didn't open until 8, then why was a 7:30 delivery even an option? My food arrived just in time for me to grab the toast and run to my appointment.
I returned that afternoon to find the AC still not working, so I called the front desk. A couple of hours later, a maintenance worker arrived and decided that the AC was broken beyond his ability to repair it. He notified the front desk. They called me to say that they had no other rooms available, but they could either comp my room or possibly move me to their sister location in Bloomington. It took the staff over 2 hours to email with management about what to do, at which point I just gave up, checked out, and went home.
A week or so later, I got a survey from the hotel, and a couple of weeks after filling it out, someone from management emailed me asking me to call them. I called a few times, but always had to leave a message, and she never reached out again.
I might have given them a second shot, but management clearly doesn't care that I literally have better experience at Holiday Inns.