Every vacation has it's bumps and bruises and mine was no different. First, at check-in, we found that the reservation was only down for one night when I reserved two nights over the phone. Second, the tub wouldn't drain after my son's bath our first night there. Third, at check-out, we paid a higher rate than what I reserved over the phone. On top of that, my husband left my swimming suit hanging on the back of the bathroom door. (Not the the hotel's fault, of course.)
You might wonder why the 4 stars.... very good customer service!! Immediately at check-in, they apologized and corrected the reservation to reflect two nights instead of one.
Second, the assistant manager Benny came very quickly to address the tub drain. He apologized for the mishap, plunged the drain. When I politely asked for someone to come down and clean the tub, he returned with cleaner and towels and did the job himself.
Third, while I was very upset about the room rate because I was told that she couldn't just cancel the transaction and start over and the clerk NEVER apologized for the error, I received an unexpected call from the clerk that took my reservation over the phone. I believe her name was Johanna. She called us on our way home to apologize profusely for the situation. She told me that she would be speaking to the manager, Regina first thing in the morning and that it would all be taken care of. All I would need to do was call to speak with Regina. I really appreciated her taking the time to call me and apologize. It was just the thing that would make me select the hotel again when we go to Holiday World next time. FYI- The room rate error happened because when they had to add a night at check-in (which again was a goof on their part) the computer automatically entered at the current rate of the room, not the rate from several weeks ago when I made the reservation.
Finally, when I called Monday morning to speak with Regina, she not only told me that she would refund the difference in the room rates, but she also mailed my swimming suit back home. Both the refund and the swimming suit came through a few days later. Thank you very much, Regina, Benny, & Johanna!
P.S. There is no restaurant in the hotel, but plenty of fast food choice right around the hotel to choose from. The continental breakfast was great. It saved us time and money to eat at the hotel before we went to Holiday World in the morning. We loved that this was a pet friendly hotel.
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- Also Known As:
- Ramada Tell City
- Tell City Ramada