Complaint Review: Summer Bay Resort-Holiday Inn Express

In June of 2006, our group held a conference at Summer Bay Resort. The problems began way before so lets start there.

We were originally booked at the Inn at Summer Bay, and when we were informed by Mary Matthews she had moved us across the street to the Holiday Inn Express, as it was a better hotel we were thrilled!

Everything seemed to be fine until it was time to confirm rooms. We were given an absolute run around getting confirmation numbers. While one of our group members was getting the numbers she requested a smoking room. This was one month prior to our "get together" and she was informed that the entire hotel was non-smoking. This really wasn't an issue for those attending, however it would have been nice to have known this in advance.

Fast forward to check-in. Members were arriving and not aware that the hotel was expected a credit card or a 50.00 cash deposit for incidentals. The groups card, so we were told, was to be charged for these items. So upon arriving many people were surprised, by this however not a big deal for most as they had a credit card available.

The front desk staff had an attitude about this however, to those who did not have a credit card. When asked by another member how they handled a case of someone checking in, who was not a credit card holder the response was an extremely rude "We take a 50.00 CASH DEPOSIT!" as if we were supposed to have magically gotten this information from the information faries.

The group was told we were recieving a block of rooms, with some of the group having ajoining rooms. Upon check-in they were told there were no adjoining rooms. The hotel had none. Yet one of our members, strangely enough had a (non-existant) adjoining room. The rooms were not even in the same building as the conference.

Some members had to chase down room service for simple things like clean towels, and the trash taken out. This is plain unacceptable. One of the members stated that since there were 2 adults and 3 children in her room she could understand not vacumning as there was quite a large amount of luggage etc. in the room. She also could understand they may have been reluctant to make the beds with the amount of stuff in the room. However, the bathroom was just as you entered her room on the left. House keeping would have not had to go anywhere near their things in order to leave fresh clean towels, coffee, and change the trash.


Breakfast on Sunday morning was cold, and breakfast had just started. It is my understanding that a member complained and was informed that if it were cold she should have told the staff and they would have brought a hot breakfast. First of all they did not have the burners on which contributed to this, second for the amount charged, the food should have been hot without someone having to chase down the staff.

Last but not least the entire staff had an extremely bad attitude. Mary Matthews was very rude and acted like since she had gotten the business of the group that was all that was needed.

For the amount of money the group paid, for this hotel we basically got no service, bad attitudes. Our complaints were called in individually however since we were a group, we were informed we need to contact the management at the hotel directly.
Frankly, we feel that we aren't going to get a response, and we are not going to get any resolution to the problems, just more run around. We will not be using them again.

Liz
Manchester, New Hampshire
U.S.A.