A LoyaltyLobby reader forwarded me a case where hotel had gt back to him after reviewing the hotel on IHG’s website after his stay. Many of the hotel chains now have “trusted” reviews on their websites that guests can leave after their stay.
Remember to forward me cases that you have had with travel providers (hotels, airlines, car rentals, travel agencies etc.) and I will feature one every Sunday.
You can access Holiday Inn Mansfield-Foxboro’s website here.
Here’s the email from the reader:
I thought this might be interesting Compensation Clinic material. About two weeks ago I stayed at the HI Mansfield-Foxboro. Once a month I write reviews about all properties I stay at on TripAdvisor, Yelp, and the IHG website. Just a few days ago I posted a review for this place. I wasn’t expecting anything of it; I just like to warn other guests.
Here’s my review:
I had high hopes for this hotel based on previous reviews, but I was disappointed. I must first say that all of the staff members I encountered were extremely friendly. You can tell they have all been trained well.
But the compliments stop there. This hotel is OLD. There’s no way around it. The elevator smelled musty, the paint in the hallways was peeling, and the hotel reeked of smoke (even though it’s non-smoking). While I was walking down the hallway, I felt like I was in a bad horror movie. It was eerily quiet and run-down. I passed a room-service tray on the floor outside a room, and when I checked out the next day it was still there. When I walked passed the breakfast area at 9PM, there were still dirty dishes and glasses on the tables from the morning breakfast. This to me is unacceptable, and makes me think about how unsanitary things must be that aren’t visible to the public.
The room itself was nice, but a bit outdated. The bed was comfortable. The mini-fridge was a little moldy inside, and there were old lemon and lime slices that no-one had cared to clean out. And if you want a quiet room, don’t request a pool-view room.
The hotel restaurant leaves a lot to be desired (see my separate review), and I would recommend ordering take-out from a nearby restaurant.
And although this hotel has many common areas, and is built to encourage a community feel, it felt desolate and depressing. The hotel needs a major overhaul.
One last note to management: don’t make Platinum guests have to ask for their benefits. IHG Platinum status is earned, and I shouldn’t have to point out my benefits to the front desk. They should already know. I shouldn’t have to ask for an upgrade or my bonus points. It’s very frustrating.
I received an email yesterday from the hotel’s general manager. Here’s what it said:
Thank you for taking the time to share your experience with us. I understand that the hotel is old and in need of renovations but there is no excuse for some of the other items that you mentioned. I have shared your review with the staff so that we can utilize this as a learning tool. Please allow me to apologize for your less than satisfactory experience. You expected a quality stay and we failed to deliver.
I would like to thank you for being an IHG rewards platinum member. Your loyalty is truly appreciated and should be rewarded. It is our responsibility to properly acknowledge our IHG rewards guests and I apologize that we did not in your case.
Again please accept my sincere apology, we are embarrassed that we failed in so many areas. I’m interested to hear more in regards to the restaurant as that was in a separate review. If possible I would like to invite you back for a complimentary visit on us so that we may prove that we can get it right. If that meets your approval it would be my pleasure to send a Gift certificate for a future stay that you can use at your convenience or if you would prefer I can add points to your account equal to a free night.
Thank you for sharing your experience with us and we hope you will consider staying with us in the future.
Obviously hotels do get the contact information of the guest if you leave your review on the hotel chains websites such as the IHG.
As a matter of fact, IHG hotels are supposed to respond to each negative review within certain time frame. You can read more about their review procedures here.
Although IHG has tried to update its Holiday Inn brand, there are still way too many substandard properties around especially in the North America. Some of the Holiday Inn hotels could be perfectly acceptable, but there are way too many properties such as this that haven’t had enough upkeep.
I am glad that the hotel sent the guest an email after his stay and offered enough points for same category Holiday Inn or gift certificate towards a future stay. This proves that the management is at least willing to listed the problems that they already seem to be partly aware of (quality of the property).