- Report: #25804
Complaint Review: Holiday Inn - Hays Kansas
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Author Not Confirmed
Why?
Holiday Inn
Hays Kansas Hays, 67601 Kansas, U.S.A.
Phone:
800-holiday
Web:
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Holiday Inn lied to, excuses, rude false promises Hays Kansas
July 27, 2002 My mother booked 3 rooms, lower level(due to handicap), near pool, nonsmoking, double beds in january of this year. Assured rooms would be as asked- they were told of handicap(no stairs). Told her no problem. Spoke to personnel at Hays NOT booked through 800 number.
When we arrive-rooms on second level. I explained would not be possible. Told that they CANNOT reserve specific room. Explained that should due to disability act. Told them need at least one room on bootom floor. They said none available that the rooms were all booked! How can others have a resevraction and not us? This was confusing.
Asked if any room for handicapped available was told yes but was smoking and one bed. Having no other choice we took that room. I do not understand how we could not reserve and others could. Told that we were bumped to another room we arrived early afternoon.
I asked why they could not bumb someone else not htere then-they had no answer.Basically they lied to my mother and I about the rooms when we had called. She had spoken to the staff twice concerning these rooms. She was told that she must have talked to the someone at the 800 number. She expalined that No it was the Hays number she called because she did not have the 800 number.
Later when we looked there were three rooms still not taken on lower level with double beds. Again we were told they were reserved. Obviously whoever these people were had connections and we did not. These rooms were Not taken all night to my knowledge.It was deceitful to tell none were available when they were. When this was pointed out they still refused to move my parents to a nonsmoking room with doulbe beds!
When we arrived in the rooms they were not very clean, no towels, it began to rain and the upper hallway flooded badly, the pool and sauna had bugs and food floating in them.
Unfortuately this is not the first time my parents have had problems with this same hotel. This actually was the third time but were assured the last time these problems were isolated and we would get the rooms we requested next time. Obviously this was not true.
Lena
Haysville, Kansas
When we arrive-rooms on second level. I explained would not be possible. Told that they CANNOT reserve specific room. Explained that should due to disability act. Told them need at least one room on bootom floor. They said none available that the rooms were all booked! How can others have a resevraction and not us? This was confusing.
Asked if any room for handicapped available was told yes but was smoking and one bed. Having no other choice we took that room. I do not understand how we could not reserve and others could. Told that we were bumped to another room we arrived early afternoon.
I asked why they could not bumb someone else not htere then-they had no answer.Basically they lied to my mother and I about the rooms when we had called. She had spoken to the staff twice concerning these rooms. She was told that she must have talked to the someone at the 800 number. She expalined that No it was the Hays number she called because she did not have the 800 number.
Later when we looked there were three rooms still not taken on lower level with double beds. Again we were told they were reserved. Obviously whoever these people were had connections and we did not. These rooms were Not taken all night to my knowledge.It was deceitful to tell none were available when they were. When this was pointed out they still refused to move my parents to a nonsmoking room with doulbe beds!
When we arrived in the rooms they were not very clean, no towels, it began to rain and the upper hallway flooded badly, the pool and sauna had bugs and food floating in them.
Unfortuately this is not the first time my parents have had problems with this same hotel. This actually was the third time but were assured the last time these problems were isolated and we would get the rooms we requested next time. Obviously this was not true.
Lena
Haysville, Kansas
1 Updates & Rebuttals
Nick
Chicago,Illinois,
U.S.A.
I Bet I Know What Happened
#2Consumer Suggestion
Thu, January 29, 2004
I be I can explain what happened. First of all I've worked in hotels for 20 years and none I have worked in will guarantee a smoking or non smoking room. Nor an upper or lower room. But this didn't seem to be your concern. You had a disablity issue. Every hotel I worked at (even manual systems) qualify rooms with codes such as KNG(king), DBL(2 double beds) SGL(1 double bed) or ADA(handicapped). Often the codes differ. So you can see how if you wanted a king you couldn't guarantee a smoking or non smoking room etc. However you could guarantee a hadicapped room by putting in a ADA code. However hotels only need to provide one room per 150 rooms. So that in a small hotel one ADA room could make the hotel compliant. Anyway the hotel said you talked to the 800 number you say NO I called the hotel direct. A lot of hotels have an automatic overflow to the 800 number. You call the hotel the clerk is taking another reservation and you get bumped to the 800 number and they take your information. The hotel were I work will NEVER tell you its the 800 UNLESS you ask them. The idea is it saves money because these centers are in Ireland and other countries that pay less. So you did right by calling the hotel direct. NEVER use 800 numbers, if you have ANY special need. Call direct. Once you call and speak to the reservationist ask "Are you at the hotel itself or in a call center." They will tell you the truth if you ask. I don't like bumping as you're paying for a long distance call (sometimes) and get bumped to an 800 number that you could've called for free anyhow. I bet that is how this got so screwed up.
