This week, Compensation Clinic pays a visit to the Holiday Inn & Suites Puerto Vallarta Marina & Golf, where yours truly stayed last week for a night.
You can access Holiday Inn & Suites Puerto Vallarta Marina & Golf here.
Here’s the email that I sent to the Ambassador service center:
Dear InterContinental Ambassador Desk,
I had three issues with this stay of which two were not resolved during my stay.
The temperature is set not to go lower than. 22 Celsius. I had to alert front desk who sent a person to fix the issue.
You cannot log into the internet either using the code that they give at the time of checking in (says code expired – see the photo) or using your last name and room number (guest doesn’t exist).
3. Wake Up Call
I had 630AM morning flight and requested a wake up call at 445AM at the time of checking in.
The call was never made, but I woke up at 5AM and made the flight.
I request 15,000 points for these inconveniences.
Thanks for reaching out Ambassador services and we appreciate your loyalty being one of our Spire Ambassador members. I hope you’re doing well. My name is Monette, I’d be happy to help you.
I’ve read your email about the issues you experienced from your recent stay at our Holiday Inn Puerto Vallarta Marina & Golf, and I sincerely apologize for the inconvenience this has caused you.
I have documented your concern and forwarded this to our hotel to let them know about your experience. I hope this will not happen again. I have authorized to add 15,000 points to your account as a service recovery. Please allow 7-10 business days for the points to be posted to your account.
If you have any more other concerns, just let us know and we’ll get back in touch.
Posted without a fuss.
I liked the hotel and the view, if not for the internet and other issues.
I never wholly rely on the hotel wake up calls but do have them as a backup. Luckily, I woke up for another alarm because the hotel failed theirs.
Not sure what is wrong with the internet. The codes (they gave me a second one too) all showed as expired, and the familiar last name and room number combo didn’t work either.
They did, however, fix the temperature issue. I hate when hotels set max and limit within which you can adjust the temperature. Not ok.
I would not be hesitant to go back to this hotel (otherwise good quality), but things need to work.
If you don’t report these issues, the best is to do them through the corporate; they will never get fixed.