One person makes all of the difference...
The staff at Holiday Inn Stevenage are polite, and smile, but I found that for the most part, it was only words. One small request for laundry bags and dockets to the duty manager and the housekeeper
(in writing) went unfixed, despite the housekeeper smiling at me the next morning and saying confidently, "All fixed?", and when I said no, she was aghast, but the next day it was not fixed, nor the next.
Apologetic and full of promises for next time, the Duty Manager at checkout actually said, "We tell them to do these things but we cannot be everywhere"! Well that is the job of management and supervisors, to be everywhere.
It was a very small issue, and I encounter it at Holiday Inns all over the world, and I was not angry, but I was very frustrated by the end of the stay and told them that the attitude of the cleaners seems to be, 'if you get me into trouble, we don't want you around.' The same thing happened in HI Jumeirah in Dubai and I checked out and went to another property - the cleaner had left 11 bags and no slips after I asked that they be replaced, and when I returned all but two of the bags, left five slips to go with the two remaining bags the next day.
Anyway, I will return to HI Stevenage because at check-in, after an 18 hour trip, I was greeted with a smile and efficiency by Karolina, the young, and probably the youngest member of any HI Hotel, who made me feel like I was 'back' even though I had never stayed at that property before.
Two nights later she was waitressing in the restaurant on a very busy evening and she was attentive, friendly, and a pleasure to be around. I know she will make a great impressions on thousands and thousands of people during what is sure to be a very successful career in Hotel Management, and I am confident that she will keep her positive and happy attitude. [Less]