I was in town this past weekend celebrating my boyfriend's birthday and attending a wedding as well. After 10 years and 2 kids we were rarely get a chance to get out of town just us two without the
kids. Especially a whole weekend at that! I wanted to make it special and try to surprise him because I never get the chance too!
Regretting I did not book with Holiday Inn Express initially, on the sole basis of trying a different chain of hotels we’ve never stayed with before. I certainly learned a valued lesson after this weekend and will not be making that mistake ever again!
I had made my reservation a month in advance via the internet but just to make sure everything was indeed booked for the King Suite with a hot tub, and was told yes indeed that everything was a go! Finally, the 20th came around the corner and we had drove in early morning to Detroit to see family and friends before checking into the hotel. I realized we’d be checking in much later than to be expected and called the hotel to let them know. Before I could even finish my sentence on why I was calling in the first place, the front desk attendant rudely interrupted me and proceeded to say that check in would be until 4:00 a.m. Before I could finish my sentence saying that wasn’t the reason I was calling, she had hung up on me! She never asked for a name or confirmation number to make any kind of note on the reservation. We finally arrived around 2:00 a.m. exhausted and yet I was so excited to see his face when we saw our room. But upon check in I was informed that they have sold my room to someone else and all that they had left was 2 doubles. I agreed that I would just stay in the double room that evening and talk to the manager in the morning. As we got to our room, we were greeted by walking into a cob web. The bathroom had hair in the shower, hair on the toilet seat, and all over the floor. The arm of the chair in the room was covered in bodily fluid and there was blood on the sheets that housekeeping folded over to keep hidden. I wish I could say that I am over exaggerating or making this up but unfortunately, I can’t. We left immediately and came to The Holiday Inn in Howell, MI.
Exhausted, aggravated, and hopeless we went to the front desk and met Jenny! Jenny B. happen to be working the front desk over night that evening and it was a true god sent! Let me tell you about Jenny and how she went above and beyond to try and salvage our weekend or what plans I try to accomplish after. I just hoped and prayed that there was a room left at 2:30 a.m. on a high occupancy weekend! Jenny was so empathetic towards our situation. I felt genuine care and comfort the moment I stepped in and talked to Jenny! Not only was Jenny able to get me a hot tub suite that evening, but guaranteed me a room the next morning so we could get ready for the wedding that day! Jenny continuously checked in on us throughout our entire stay and informed the other managers on the next shift of our situation and what we had endured at the other hotel! The next morning, I went to the front desk to say thank you, and met the assistant manager Jordan W. She had our room already set up for us to check in but assured us that we were to be no rush getting out of the room that we were in previously. Jenny did not stop there though. She had asked me the previous night at check in if we were IHG Reward members, and I said no but I would like information to look at it I'm just mentally exhausted. Jenny had gone out of her way and took the time to not only set us up with the Reward program, but had our information waiting with the new room key! The simply gestures she did and made truly turned our weekend and his birthday around. I would like to specially thank Jenny B for everything you did to make us feel wanted and special.
I could only hope that your company shares this story and give Jenny B the special recognition. Her willingness to help us made us feel care and comfort and immediate relief, but the continuous genuine hospitality she showed throughout our entire stay is what made us Holiday Inn guests for life. A special thank you to Jordan W for making us feel at ease that next morning, and making us feel welcomed. Jenny B I cannot thank you enough for saving for our weekend and you have impeccable guest relation skills and The Holiday Inn should feel proud and blessed to have you has a part of their family.
Thank you to the entire Holiday Inn and Express
Thank you and the entire staff at Howell Michigan location. Hands down the best serice and cleanest hotel I’ve ever stayed with! Congratulations! [Less]