An "Off Kilter" Experience: The Holiday Inn Express in Whitby, Ontario

As I am getting married this year (September 18, 2010) I need to book a large quantity of hotel rooms for my guests to stay in and like any other bride I made a couple of appointments to check out my options (please let's remember I am Scottish [READ: cheap]).

The second of the two appointments I booked was for January 3, 2010 (3pm) at the HOLIDAY INN EXPRESS in WHITBY, ONTARIO.  Hating being late we, (my parents, my sister and I) arrived at the hotel right on time. Among other pieces of information I hoped to find out, I wanted to ensure that the honeymoon suite was what my fiancé and I were looking for.

Upon entering the hotel (FYI The hotel was HOLIDAY INN EXPRESS in WHITBY, ONTARIO) I immediately walked up to the front desk and introduced myself (please note I had been advised that anyone could take me around the hotel and that it would be their "pleasure"). The employee rudely told me that the “Presidential (AKA Honeymoon) Suite” was dirty and had not been cleaned, nor would it be cleaned for the rest of the day as they were short on cleaning staff (Bottom Line: we could not see the room). Upon inquiring if this was a regular occurrence it was suggested that the hotel was typically short of cleaning staff. Additionally no offer was made for us to see the rest of the hotel, no apology was offered and basically we were dismissed completely out of hand.

This really frustrated me for a number of reasons: 1) as the appointment was at 3pm (their specified time) my entire day off (as it was a Sunday) had to be structured around this time, 2) I was insulted because I felt the employee treated me with complete disregard and open rudeness, and 3) I do not know what the common cleaning practices of hotel chains are (don't know if I want to...), but the impression I was left with was that it was undetermined when the room would be cleaned and that seems unhygienic at best.

After stewing over the issue I called the hotel (just in case you can’t remember the name it was THE HOLIDAY INN EXPRESS in WHITBY, ONTARIO) on Monday January 4, 2010 and asked to speak to the general manager. I was informed there was no general manager for the hotel, but that the Guest Services Manager (GSM) would be able to assist me.

The GSM (Rosie) came on the line, apologized for the inconvenience I had experienced and invited me to come back to the hotel and “try again”. However, before we set a date for us to come back she informed me that the room was STILL NOT CLEAN, nor would it be cleaned until the following day (over 48 hours in case you are not keeping track). Disappointed by the situation (and concerned about the hotel’s cleaning practices) I agreed to come in on January 6, 2010 to view the room and have a tour of the hotel. In the event that the room was booked she was to call me and let me know so that I didn’t waste my time. I was also given the name of the hotel staff member that would assist me at 7pm and the guarantee that I would be taken care of.

On January 6, 2010 my family, my fiancé, and I went to the HOLIDAY INN EXPRESS in WHITBY, ONTARIO for the second time that week to view the room. Upon entering we were greeted by a staff member who went to get the employee that was to assist us. When the employee walked out (clearly confused) I introduced myself and it was immediately clear she had no idea about the appointment and admitted as much. Accordingly I explained what we were looking for and was told that the room had been given as an upgrade to one the “Priority Rewards” Members and we would not be able to view the space.

In the end she did take us on a tour, but everything seemed poorly kept and the Jacuzzi tube in one of the rooms looked questionable at best and frankly the whole experience left a dissatisfying taste in our mouths.

This whole experience was juxtaposed by the fantastic experience we had when we went to visit the hotel directly next door to the HOLIDAY INN EXPRESS in WHITBY, ONTARIO – the Marriott Residence Inn. The Inn provided us with an excellent tour, lots of helpful answers and information and looked remarkably clean (mind you, comparatively to the Holiday Inn it may not have taken that much!).

Therefore, it is easy to make my decision as to which hotel chain to use, obviously one hotel wants my business and the other one has zero interest or commitment to ensure guest satisfaction, quality and making the effort out to make my wedding just that little bit better. Seriously why would I want to stick my family and friends into rooms of a questionable cleaning status and force them to deal with rude staff?  Talk about being a little "off kilter"!

Frankly, as a side note to the HOLIDAY INN EXPRESS in WHITBY, ONTARIO I am disappointed and frustrated and I feel you owe me an apology. Thank you for wasting my time, but I do appreciate you making my decision that much easier as now I know that I want to stay at the Marriott Residence Inn – with wedding bells on in fact!

PS: I am a little annoyed (if you haven't guessed... so I did something I've never done before - I made a YouTube Video and e-mailed it to the Holiday Inn... you know just to get their thoughts on the whole situation as clearly phone calls don't work (did I mention that I tried calling back to complain and it disconnected?)... Originally I was going to use clay and make figures for the video and act the whole thing out, but when I realized that might be going a little far I just decided to give my verbal account... make sure to visit the link so the Holiday Inn recognizes that people are interested and it is time for customer service to take the driver's seat... instead of a back seat to commercialism, staff cuts, and simply poor quality overall (quantity isn't everything).

YouTube Link: http://www.youtube.com/watch?v=qeJyjrg1pkg (If you have "issues" watching this video click on the "HQ" button in the right hand corner of the video screen)