]This week the Compensation Clinic-case come from a Holiday Inn stay in Montreal where reader had issues with door lock multiple times.
You can access Holiday Inn Montreal Centreville Downtown’s website here.
Here’s what happened:
– Entrance door to the room was found in a state where it wasn’t locked from the outside when leaving the room. As a result the door was completely unlocked while the reader was inside the room from check-in time until leaving in the evening (a security concern).
– A call to the front desk was placed and a service technician arrived about 20 minutes later. The door lock was reprogrammed and the technician left.
– Five minutes later when attempting to leave the room a second time it was found the door wouldn’t lock again from the outside. Another call was placed to the front desk and the technician returned 15 minutes later. This time replacing the battery in the door lock and reprogramming it again.
– It was now also necessary to return to the front desk to get the key reprogrammed.
– When returning late in the evening the door would not unlock with the reprogrammed key. Staff suggested it was just the key that needed to be reprogrammed again because it was near a cell phone. However that didn’t work. About 30 minutes later a staff member with a metal key was able to physically unlock the door and allow the reader back in the room.
– The reader was informed It was would be necessary to switch rooms the following day however the staff was going to make a note on the file of what happened and hold a room for the next day
– The next day it was necessary to pack up everything and move to a new room and unpack again. At the front desk there was no record of what happened so this required explaining everything all over again. In addition no room was held like the staff indicated would be done the previous night so this meant a room was only available on a different (lower floor).
– Overall the inconvenience completely spoiled a weekend vacation and consumed 3-4 hours of the reader’s time. As compensation 30,000 IHG points (the equivalent of a one night award stay at this property) was requested.
Here’s the response received from IHG Customer Service:
Thank you for contacting us about your recent stay at the Holiday Inn Montreal Centreville Downtown.
I apologize for the inconvenience you experienced due to the door that won’t lock. I know it’s frustrating. IHG cares about your experience and I realize no words can change your feelings of disappointment, or the inconveniences you experienced. I have shared your comments with hotel management, who responded with genuine concern for the impact this had on your stay. I know they appreciate you sharing your experience, and I am confident they will take appropriate steps so this doesn’t happen again.
We appreciate you as an IHG Rewards Club Elite member and want your experiences with us to always be rewarding. That didn’t happen this time, and we’d like to try to make things right. To that end, I have issued 30,000 points to your IHG Rewards Club account. These points are equivalent to a night stay at this hotel. You should see this reflected in your account within 7-10 business days.
Thanks for allowing me the opportunity to address this for you. We hope to welcome you back to rectify any negative perception you may have. If you need anything else, just call or send us an e-mail at email@example.com.
Reader noted that this was the former Holiday Inn Select-hotel that was recently rebranded. Had look at the website and seems that they must have done some serious renovations, although the lobby area looked roughly the same as I remember the hotel when I stayed there few years ago. It is located right in the Chinatown and and the hotel décor was heavily influenced by this at the time.
Sometimes these issues with hotel locks can be infuriating and the reader went through a major hassle here. I am glad that the IHG Guest Relations agreed with the compensation he requested that is enough for a free night at same category property.