![]() Hotel Indigo El Paso Downtown has managed in less than 8 months of being open to rank in the Top 10 hotels in El Paso, due to it's excellent service culture, and also sure enough to the strength of a Global Hotel Company, such as Intercontinental Hotels Group. We will continue to passionately seek that all of our Guests have an excellent experience. Nonetheless, it is clear to us that your stay was not an excellent one of course, because of that first night. ![]() We never expect an apology, but I can share with you it was very much recognized and appreciated by our staff at the Front Desk. It was also comforting for our staff to get a verbal apology directly from you for the way you had spoken to them the day before. A three night no cost stay was the least we could do for a Guest that was forced to stay in another hotel when arriving. On that note, you also failed to mentioned that the following day you came came back to Hotel Indigo El Paso Downtown and stayed 2 additional nights at NO charge. Also, Another example of the importance of our Brand, IHG, is that we go above and beyond to turn around a negative experience to a positive one. Of course, transportation to and from Hotel was complimentary, as well as that 1st night at the Best Western Plus. The closest hotel we found was 6 miles away, not exactly across town, a Best Western Plus (who just recently changed flags from a Holiday Inn), a Full-Service hotel that resembles nothing like a Motel 6. There were no rooms available no matter the rate. ![]() First of all, we tried at all costs to place in you in a Downtown Hotel so you could be as close as possible. Even more so with those Guests that have had an inconvenient issue when staying with us. I must use, as well, the Trip Advisor Portal to share with all Trip Advisor users of how much our Brand, IHG, does and exceeds for our Guests. In your review you mention the importance of the Brand. I have already addressed in detail with our Front Desk Staff the importance of being completely honest when sharing this type of information. A mis handling of our room inventory placed us at an oversell. We truly apologize for having you go through a forced hotel change so very late in the night the day you arrived. Next time I know to book with Hilton and the Doubltree brand. I have lost trust in this brand and it is disappointing. Than having me drive all the way across town to basic hotel accommodations. After driving over 400 miles from Sedona to get here. Needless to say there we were at midnight with all our luggage in the lobby looking for another hotel to stay at. Instead of lieing to me and than insulting me further by booking me at a motel comparable to a motel 6. I really wished they would have been honest and just said they over booked and apologized. ![]() What was really upsetting was that I had other option available when booking but decided to book with this hotel because I trusted the brand. Being that I was already there I made my way to the lobby and spoke directly with the staff. She processed to explain that they had made reservations for me at the Best Western. The person over the phone stated that there had been an emergency at the hotel and there were no other rooms available. On the elevator ride up to the lobby I received a call from the front desk. The person over the phone confirmed my reservation and assured me there would be no issues upon checkin. Prior to arriving I contacted the hotel to request a late checkin. I had a confirmation and reservation number. The reservation was made for 3 nights at this hotel via the internet.
0 Comments
Leave a Reply. |
Details
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |