Submitted on 02-08-2016
My husband was sent out of state from MO to Terre Haute, IN for a Management Training program, and that can be a stressful thing in and of itself. We had little time to plan and prepare, but we thought we'd made good decisions all the way around in regard to accommodations. We were wrong. On my husband's work days, his employer is handling accommodations, but we have to handle arrangements for his off days personally. We're too far from home to go back and forth every week, so we tried to be pro...
My husband was sent out of state from MO to Terre Haute, IN for a Management Training program, and that can be a stressful thing in and of itself. We had little time to plan and prepare, but we thought we'd made good decisions all the way around in regard to accommodations. We were wrong. On my husband's work days, his employer is handling accommodations, but we have to handle arrangements for his off days personally. We're too far from home to go back and forth every week, so we tried to be proactive while also being conscious of our budget. We made a reservation at another hotel for those off days, and we made that choice because of the lower advertised rate and necessity for an extended stay away from home. Surrounding regions send their managers here for training, so I'm certain we're not the first to have the idea try to reduce cost by doing the "hotel shuffle." We didn't, however, expect to do it twice in the same morning. With my husband reporting for training at 7am this morning, we checked out of the Holiday Inn Express in Terre Haute around 5:30 am and drove across town to the other hotel. Our reservation had been made with a special request for early check in, so we didn't expect an issue, but again, we were wrong. By the time we were checked in, it was about 7am, and my husband was late for work, so already, things were getting tense. We were told at this other hotel that we would be charged for 2 nights due to checking in prior to 3pm, and then it got worse. There was a musty smell throughout, and visible dirt on surfaces. The air conditioning didn't work in the first room, and the second room had standing dust and black mold on the air conditioning filter. By this time, my husband is very late for work, and we're completely on edge. We were told that the employee on duty at this other hotel was not a manager, and one wouldn't be on duty until after 8am. When you reach the point that you'd rather pay for 3 nights stay between 2 hotels just to avoid being miserable for one, there's a problem, and that's exactly where I was at. We simply couldn't remain at this other hotel, and whether they charged us for 2 nights or not for the 10 minutes we actually spent in the rooms, we had to get out of there. So, we came back to the Holiday Inn Express, explained what had happened, and essentially hoped the staff would be merciful and help us end this nightmare. What actually happened was so much more than we could have anticipated. Nick & Lindsey were sympathetic. They could tell that we were at our wits end, my husband "white knuckling it" just trying to get to work before it got any later, and me juggling my own frazzled nerves while trying to be a calming influence on him. Nick & Lindsey could not have been any more gracious. They were polite, professional, and expedient problem solvers. They worked with us to not only get us into a room but get us back into the same room we'd just checked out of. They then went a step further to help us set up reservations for the other days we were going to need accommodations throughout this 3 week period and at a rate that made sense for our budget. It turns out that Holiday Inn Express was more affordable and less in the category of "luxury expense" for this trip than we'd initially thought. The property is beautiful. It's clean and spacious, with a hot breakfast, business center, common room, and all the amenities we need during this extended stay. We're so glad to be back here and wish we'd never left. To Lindsey and Nick, we say, "Thank you!" As the owner of Integrity Consultants, L.L.C., a market research firm offering mystery shopping, compliance audits, video shopping, and loss prevention studies to national brands and local businesses throughout the country, I know good customer service, and the customer experience just doesn't get better than this. You have our sincere gratitude for the peace of mind and convenience that allows us both to work without interruption during this trip away from our home and office.