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Holiday Inn - Rude Front Desk Clerk
Complaint
Review by Policing4jesus on 2012-06-18
Rating: 
MARSHFIELD, MISSOURI -- On June 18th I called Holiday Inn Express in Marshfield Missouri to book reservations for a room and also get details on booking a conference room.
When "the girl" answered the phone after I made 3 phone calls she stated she was unable to book reservations I would need to speak with the manager. She was very rude and acted as tho I was putting her out. I asked when the manager would be on duty she informed me it would be tomorrow between the hours of 7 and 3. I work those hours so that was not possible. I explained to her I have never had to speak with a manager before to make reservations at a hotel. I proceeded to ask her if they had a conference room and she said NO!. I then made a phone call to Holiday Inn 800 number and ask if this was normal protocol and was told it was not and yes they do have a conference room. I would not book a room with this hotel because of the rudeness and lack of knowledge of the staff. I do not need hassles while having a wedding rehearsal and too many hotels willing to accommodate. I would rather drive 30 miles!!
When "the girl" answered the phone after I made 3 phone calls she stated she was unable to book reservations I would need to speak with the manager. She was very rude and acted as tho I was putting her out. I asked when the manager would be on duty she informed me it would be tomorrow between the hours of 7 and 3. I work those hours so that was not possible. I explained to her I have never had to speak with a manager before to make reservations at a hotel. I proceeded to ask her if they had a conference room and she said NO!. I then made a phone call to Holiday Inn 800 number and ask if this was normal protocol and was told it was not and yes they do have a conference room. I would not book a room with this hotel because of the rudeness and lack of knowledge of the staff. I do not need hassles while having a wedding rehearsal and too many hotels willing to accommodate. I would rather drive 30 miles!!
Comments:
Posted by lexophiliac on 2012-06-18:
"I would not book a room with this hotel because of the rudeness and lack of knowledge of the staff." Most hotels are independently owned and operated but there is a corporate feedback site for you to relate your experience on. Also, you can keep calling the hotel directly until you reach the manager or owner and let them know how the employee represented their business and lost yours.
http://www.ihgplc.com/index.asp?pageid=39
http://www.ihgplc.com/index.asp?pageid=39
Posted by copper_works_ on 2012-06-18:
Why did you call three time before trying to book a room? Just wondering.
Also, you have to talk to the person who books the conference room. There are many details that a regular reservationist wouldn't know. Deposits, tables chairs what kind how many, or maybe even extra insurance. Lots and lots of papers to go through.
Also, you have to talk to the person who books the conference room. There are many details that a regular reservationist wouldn't know. Deposits, tables chairs what kind how many, or maybe even extra insurance. Lots and lots of papers to go through.
Posted by copper_works_ on 2012-06-18:
Was it this one? Because I don't see a conference room listed. There is a meeting room but those are smaller than a conferance room.
http://www.hiexpress.com/hotels/us/en/marshfield/mfiex/hoteldetail#roFacilities
http://www.hiexpress.com/hotels/us/en/marshfield/mfiex/hoteldetail#roFacilities
Posted by FoDaddy19 on 2012-06-19:
The person at the desk for whatever reason may not have had the authority to make a reservation. She may just be there to answer the phone and nothing else or she may have been one of of the housekeeping staff.
"I work those hours so that was not possible"
You get a lunch break don't you?
"I work those hours so that was not possible"
You get a lunch break don't you?
Posted by clutzycook on 2012-06-19:
FoDaddy, when have you ever seen a housekeeper answer a front desk phone at a hotel?
Posted by front desk clerk on 2013-01-07:
i agree with this guest front desk clerk is the heart of the business housekeepers or front desk clerk we know what is at the place where you work at no matter who answer the phone if you work their well their is no reason we should not know or say let me transfer you to some one who could help you with that their were no reason to be rude to the guest i run into these problems all the time and you can handle them without being rude to the other party because no matter what according to the policy the guest is always right no matter what even when we know they are not those are the rules in the red book. i have been a front desk clerk for almost 16 yrs inthe eyes of the company the guest is always right.
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