Rated 1.0 out of 5.0 by KD2014 Poor example of customer service and low-knowledge staff
As a disclaimer to my review, I must mention I am in the hospitality industry, work for a large 250+ room resort and am the Director for sales and marketing and oversee operations at a large scale. With that being said, I am well aware of training procedures and the correct manner for hotel operations from an insider perspective. More specifically, I have worked with IHG (the brand manager for Holiday Inn Chain) and am extremely familiar with their operating systems. With 100% honesty, in all of my travels ( I travel 15+ times on business per year), I have never stayed at a property and uncovered as many problems. To start, it is very obvious that the General Manager does not empower his staff to handle crisises or make decisions to secure 100% guest satisfaction. It appears that he cripples their training making it impossible for them to handle small changes such as issues with bills and evaluating situations. I called to make a reservation with Paige, a front desk member. Paige was wonderful, polite and as informative as it appears she was aware. Unfortunetly, she made a reservation for me that defeated the purpose of my call. My credit card landed up getting charged for an advance purchase stay, and I was forced to call back and attempt to get the front desk member to correct this issue by making an adjustment to my reservation that does not require advance purchase and refund my credit card. It was no surprise that no one at the front desk had the "power" to make this change (a direct result of a lack of empowerment and conflict resolution), and I was forced to wait for a call back from the sales manager who was "the only person who knew how to make the change." While waiting, I attempted to get this reservation fixed. Paige again dealt with my issue by cancelling the reservation. At this point, I was not certain that I wanted to stay at this property with the large amount of options in the area. I hung up the phone only to decide to stick with the property as I am very busy and did not have the time to worry about finding a new location. The guest service agent that answered let me know that it was not necessary for Paige to cancel this reservation and he landed up reinstating it, which charged my card. After a few long stories later, upon checking in, I learned that I had two reservations on day of arrival and the rate that was outlined was inaccurate (the entire reason I called in the first place!). At this point, I asked to speak with the general manager who failed to make an attempt to communicate with me during all my hassle prior to arrival. I am most certain that the lack of empowerment and property training comes from the top in this matter because of the way the general manager handled the situation when he spoke with me face to face. Actually, there was little to no conversation. Not one apology, not one explanation for the mass amount of issues and not one call to action to make it right..make my stay quality and beneficial! The room was satisfactory but the photos online are misleading and for the rate, I was disappointed with the property and the guestroom. I must applaud his staff for making every attempt to resolve the many problems but feel sincerely bad for the staff which appear to not know the basics of conflict resolution or standard procedures as it relates to their operating system-Opera. IHG members, I would highly suggest getting into this property and evaluating the level of training and empowerment for employees. This property could use help.
June 11, 2013
Rated 5.0 out of 5.0 by js225 Great Experience
This is my second stay at this locaton. 2 King beds in everyroom is a nice feature. It is convenient to 65 south and 465 to get around the city. Rooms are clean and up to date.
Recommend to anyone.
May 24, 2013
Rated 3.0 out of 5.0 by Platinumsad OK but no perks for Platinum status
Rooms are great. 2 queen beds in each room. Hotel nice and clean. I was quite surprised that there were no perks for Platinum status. No water, no paper delivered to room. Please change your coffee! Yuk...
May 3, 2013
Rated 2.0 out of 5.0 by Susan113 Disappointed
Requested the same room we had 2 years ago and were promised we had that room...upon arrival we did NOT have that room. The staff was extremely friendly but the beds were so uncomfortable that we left a day early...would have left earlier but all rooms taken within 40 mile radius until our last night. We'd like to have our money back but Holiday Inn never does anything, including acknowleding complaints...we have canceled our rewards program with HI and will NEVER stay at a HI property again.
May 1, 2013
Rated 5.0 out of 5.0 by farmalltractorman great motel
No bacon at breakfast but that is the worst I can say...Every thing was perfect.....
April 16, 2013
Rated 5.0 out of 5.0 by teiya326 great place
bed was comfortable , breakfast was great quiet room and clean
April 9, 2013
Rated 5.0 out of 5.0 by Tenbucks Indy's Best Kept Secret
I have been staying at this property for almost two years now and have never been disappointed. This is a "best kept secret" in Indy. Reasonable rates. Only hotel I have ever stayed at that has two king beds in every room. Modern appointments in the rooms, including flat screen TV's. Very convenient location on SE side, on highway, with ample dining options available. Easy 12 minutes to downtown. The owners and staff are very friendly and always most helpful. The building is very clean inside and outside. I am not a big breakfast guy, but there is a nice variety presented and comfortable dining area.
Check this property out for your next visit to Indy.
April 1, 2013
Rated 5.0 out of 5.0 by Lib61 Kick back and relax
I appreciate how quickly I can check in, kick back and relax!
March 21, 2013