NO HOLIDAY AT HOLIDAY INN!

IT’S JUST MY OPINION: After a nice hot shower I finally got some rest! 

It was a mixed blessing when I received the news that my aunt had graduated from earth to eternity. After dealing with Alzheimer’s for quite a few years one day her heart stopped and she no longer had to remember what she had long sense forgotten. 

Born is Robeson County, North Carolina her memorial service was scheduled to take place on a Friday in Fairmont N.C. We: myself, my daughters and my husband, made plans to travel. Last minute airline tickets for 4 adults a teenager and a preteen would have been to expensive and the train cost just as much and is less dependable so we rented a car. Normally, when we travel to Fairmont we stay at the Embassy Suites however my daughter works at a Holiday Inn here in Miami and was able to get a discounted rate for the Holiday Inn in Lumberton, North Carolina. 

Upon arrival at the Holiday Inn at 101 Wintergreen Drive, Lumberton NC 28358,I was happy to see that a Denny’s was attached to the hotel and that my grandson could eat free! This is the best thing I can say about this hotel.

The trip from Miami to Lumberton is about a 12 hour ride, we had departed our home, 4 adults and 2 children under the age of 15, around 3 AM. Upon arrival the plan was to rest a bit and then eat dinner. My daughter, had to call housekeeping for clean sheets, she showed me the dirt spots on the linen, thus delaying her resting. (Note we had 2 rooms with a fold-away bed) When a maintenance man brought the extra towels we would need she, my daughter, learned housekeeping was not available so she went to the front desk to get a set of linen and yes, she made up her own bed! 

At some point we received a note under the door that said the gas would be temporarily shut off. Now, understand, I am from Miami and our water is heated by electricity thus I was thinking gas stove, gas heat but not hot water. The note was dated and 3/7/19 and the time indicated 4:50PM, post our check-in. I have been in situations in which the electricity was temporarily shut off but was eventually turned back on. A reasonable expectation is: I will be able to take a shower in the morning before I go to my aunts memorial service. 

We had a lovely meal at the Denny’s, the staff there was pleasant and helped me to relax. Very attentive. Apparently, while I was making sure my husband, who had done 90% of the driving, had a good meal, did not need anything and was able to relax both of my daughters had negative interactions with the front desk agent. When I questioned both of them they assured me that 1) She knew we had traveled a long distance to attend a funeral and 2) She knew our room rates were “employee” rates and 3) She knew that the daughter paying the bill was a Front Desk manager at Holiday Inn Express in Florida. Which is why my daughters conversations were escalated to a Supervisor. 

I was told that the gas would be restored by 11. We did not have hot water at 11pm and so I was hoping it would be on at 11AM, which would still be to late to shower before the funeral. Knowing that it would be a long day I awakened early Friday to do what I call an old fashioned wash tub kind of bath. I used the ice bucket to heat water in the microwave- we all did.  I was hoping the hot water would be on by the time we returned to the hotel, we left to join family around 9AM and returned around 11PM and there was still no hot water. 

I remember going to the front desk on Thursday to ask for a business card of the General Manager, I wanted to talk to him/ her later. In front of me was a man checking in, the Front Desk Agent informed the individual that there was no hot water, giving him the option of checking in or going elsewhere. I also overheard, while I was waiting, someone canceling their extended stay. 

Now, it was not the low cost that kept me at the hotel and by Friday it was not the great customer service. We remained in that hotel because we had traveled from the early hours on Thursday to that evening, would be spending all of Friday and half of Saturday with family only to get back on the road. We were trying to spend as much time with family as possible and as aggravating as it was to not have hot water changing hotels, EVEN IF IT MEANT PAYING FULL PRICE, would have taken away from the time we had to spend with family.

When a person checks into a hotel there are a few reasonable expectations.

• A secure room
• A comfortable bed
• A comfortable climate- room temperature
• Both Hot and Cold running water to properly bathe in.

Perks such as a microwave, refrigerator, coffee pot, cable television, the Internet and even a complimentary breakfast are things that will help a person decide on one hotel or another.  Some amenities are must haves for me but I do not consider hot and cold water optional. 

When a hotel fails to provide the basics the least that can happen is a staff that does not have a negative attitude with its’ guest. When my daughter, a Front Desk manager of a Holiday Inn Express, spoke with the supervisor it was revealed that she was not the first person to complain about the young ladies negative demeanor. 

Not once did we receive an apology written or otherwise from any of the staff.   I personally went to the front desk on more than one occasion for information on a variety of things including to tell them that the Coke machine took my money; I was silently handed a dollar. 

As a form of compensation my daughter, the reservations had been made in her name, was presented with vouchers for a FREE BREAKFAST at Denny’s. LOL! This is what made me go beyond irritated about the entire situation: DENNY’S HAD TO CLOSE  because the gas line had been severed/broken/ ruptured (not sure which- if there is a difference).  The hotel was being remodeled and chose to remain open during its’ construction. WHAT THE FLIP WOULD HAVE HAPPENED IF THE GAS LINE HAD EXPLODED?????!!! What if there had just been a leakage? How irresponsible, how greedy for money does a franchise / corporation have to be before someone draws the line?

In the end, we were compensated for our two rooms but I will tell you I doubt if I will stay in a Holiday Inn again. As I said my daughter works in a Holiday Inn express and though there customer service is great the way the franchisee treats his employees SUCKS! 

I have stayed in 5 star hotels, I have spent the night in historic homes that the general public would not have access to, I have stayed in hotels that would barely get 1 star; generally speaking I would say Holiday Inn’s are 3 star hotels but this one because of it’s customer service and the lack of hot water is barely 1 star. Did I mention the Internet kept going in and out? 

Though I have calmed down enough to write this blog I have yet to be able to properly write to the corporation but I will.       written by Marsha L F Randolph

MY JOURNEY reflects the faith filled opinions and property of the author MARSHA L F RANDOLPH. All rights reserved- do not use without permission. All Scriptures quoted are from the New King James Version of the Bible unless otherwise stated. Don’t miss weekly faith based post FOLLOW THIS BLOG and receive notifications when a new article is posted.