from Greenwich, Connecticut
Submitted on 03-09-2016
I stay at HI Express all the time and have never had such a terrible experience as I had at Kanab location. First, I joined the rewards club and stay in HI Express primarily because a fridge in every room is supposed to be standard. When I arrived in Kanab, I found there wasn't a fridge. Because I have dietary issues and planned on hiking and needed to bring food with me, a fridge was pretty mandatory. I had actually brought food with me not realizing there wouldn't be a fridge in the room and I...
I stay at HI Express all the time and have never had such a terrible experience as I had at Kanab location. First, I joined the rewards club and stay in HI Express primarily because a fridge in every room is supposed to be standard. When I arrived in Kanab, I found there wasn't a fridge. Because I have dietary issues and planned on hiking and needed to bring food with me, a fridge was pretty mandatory. I had actually brought food with me not realizing there wouldn't be a fridge in the room and I didn't want it to go to waste.
Anyway, after a lot of bother, and having to argue with the staff over price (they wanted to charge me higher rate for room with fridge) they agreed to move me to a room with a fridge. By that time it was late. The room was a nice room, and larger than what I needed, so it seemed all was resolved.
That night, went to use the bathroom before going to sleep and the toilet was broken. Just wouldn't flush. Tried looking in the tank to check if the chain was attached or any other obvious thing that was easily fixable, but couldn't see what was causing the problem. I called the front desk to report the problem. It was late and I told them I would likely be ok for the evening, but would need to have a plan in place for the morning.
The next morning, I called the front desk at 7am. The manager had not been notified of the problem. He said he would work on it, which he did. However, I had to use the restroom in the hallway, Then returned to shower. At 9am, I went back to the front desk to see what they were going to do. They still didn't have a plan. Not wanting to loose a day of my vacation while they figured it out, I ended up having to pack all my stuff (including refrigerated items) in my bags so they could move me to another room if they needed to.
That evening, I found they had fixed the toilet, but my food of course was spoiled. I explained to the night manager that while I could deal with the fridge issue, the fact that they had neglected the toilet issue really was inexcusable. A working toilet is a requirement, not an option and to wake up and find that there had been no communication regarding a guest with a broken toilet was shocking. Not only that, but all my food had spoiled in the process because they didn't know how they were going to resolve the issue and I had to make a choice between my food spoiling or loosing a day of hiking, which I had traveled a long way to do...
The manager apologized and said she was going to refund me for my stay, saying, "I'm going into the computer right now to make the change" as I watched her apparently do that. When I signed the bill in the AM it showed a zero balance, yet today, when I checked my credit card account, I saw that I had been billed for the entire amount.
Called the location and was refused help. The girl at the desk said her managers were away for the weekend an nobody was available to assist with the problem .There were no notes in the computer, etc.
She said there is never a manager on duty on the weekend, only during the week. Talk about terrible policy! Beware if you have a problem on the weekend!
Needless to say, I will never say at this HIE again. I didn't have any issues with the two other HIE locations I stayed in while in Utah and typically have a very pleasant experience at HIE. It's a shame this one was so awful!
PS -- I agree with what previous posters have said about the strange odor -- my room had a strange smell as well.