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Holiday Inn Hotel & Suites La Crosse
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Reviews (270)
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All reviewsgreat locationking suiteconvention centerfront desk staff were friendlybars and restaurantswithin walking distanceroom was largebed and pillowsnice staythe riverdowntown lacrosseconferenceriverfrontmississippi
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166 - 171 of 270 reviews
Reviewed 17 August 2013

So Tim you titled yourself as "Owner" but your tirade would suggest otherwise. You stated in your tirade the owner handed you his phone. So are you or are you NOT the owner? We attempted to book rooms for the previously referred to wedding and your staff only wanted to give us a Friday night room. When we asserted we needed 2 rooms for 2 nights, and might I add we didn't care ~ the rate @ this time and pointed that out to your desk staff they were still unwilling to allow us to book the 2 nights, stating we needed to contact the bride & groom and have them talk to your staff @ the hotel who was in charge of this process to see if you would be willing to release more rooms to this wedding event. We called later only to find out there were no more rooms available in their block so I chose to go to Expedia and booked my rooms through there. As I've read on many reviews on several different sites most agree with this bride & grooms assessment of your facility and your lack of "service" so before you go throwing around the lawsuit word I think you would be better off really looking at your facility, it's rundown state and your customer service, or lack there of. YOU should be the ones apologizing to this couple! How dare you threaten them. Has no one ever taught you the cardinal rules of customer service and service recovery? #1 THE CUSTOMER IS ALWAYS RIGHT. #2 IT IS YOUR RESPONSIBILITY to HELP the CUSTOMER.You not only represent yourself BUT the business you work for. There are @ least 4 more but you would do well to even start with these 2. Now for service recovery I would suggest --"To do this, you need a whole lot of empathy.  You need to listen; you need to care.  These are the tools for service recovery.  You need to go that “one step beyond.”  You need to do something they’re not expecting, something that bowls them over.  It might mean taking a loss, but if you’re really looking to save that customer, you’re willing to take that loss.  At the end of the call, they’ll be so happy and so smitten with your response, they’ll be singing your praises to all their friends." this is a quote from just one quick article I found online. There are thousands if not millions but I think this one said it pretty succinctly. YOU OWE the previously mentioned bride and groom a BIG FAT APOLOGY. They DON'T OWN or even work @ a watch shop. They are hard working elementary teachers. No one in our families asked for free handouts or called the true owner on his cell phone! If anyone said anything untruthful in these reviews it IS YOU. Look in a mirror, shame on you. Now pick up the phone Apologize and work on YOUR customer service recovery! An unsatisfied customers from rooms 322 & 310 August 9th & 10th

  • Stayed: August 2013, travelled with family
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1  Thank DebLuvs2Travel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Tim R, Owner at Holiday Inn Hotel & Suites La Crosse, responded to this reviewResponded 19 August 2013

Dear DebLuvs

This has already been addressed and is a mistaken response in our social media responder. I already emailed the powers that be and it is being handled. It was properly responded to on the hotel site.

First to address your statement about a tirade and threats. No tirade or threats were made to any guests. That statement is confusing. The guest is not always right. The guest does deserve respect until that respect is broken and the actions of this wedding party draws concern.

Please let me remind you about the exact events that made us concerned. The groom booked 10 rooms. Three different guests then tried to take all the rooms in the block under one single name. This would have resulted in approximately 35 rooms being held under 3 names. When explained that we can not give all the rooms in the wedding party to one name and that the number they were requesting exceeded the rooms in the block, the callers swore at us, hung up and called back and repeated the incident for about 3-4 hours. This is not acceptable behavior. You mentioned taking action to help which we did. We offered to hold additional rooms aside the block since they were asking for 10-15 rooms but the caller would be responsible with their credit card which was met with more swearing and hang ups telling us they were not going to be responsible for rooms with their credit card info on the reservation.

We also emailed the groom and informed him of the situation. We told him that guests are calling to reserve the entire block under their name and if this happened, nobody else would get rooms in their block and defeats the purpose of the block. If guests have individual names w/credit cards we would be happy to make them but it is totally making their block ineffective if we allowed this type of booking. The groom sent back an apology email saying they were getting backlash from their guests who were not describing the events accurately.

Thank you

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 August 2013

We had blocked off rooms for our wedding that took place right across the street. We were excited to have a hotel so close since the majority of our guests were traveling from out of town. The employees were not only extremely rude to our guests as they tried to make reservations, but they also messed up our block so that only a very small number of guests were able to stay and would not allow us anymore rooms. They then had the nerve to call the groom and tell him if we didn't stop "harassing" their employees they would remove our block of rooms. I have NEVER seen such horrible customer service. After filing a complaint to corporate who passed it along to the hands of the manager at this location, we did not hear one word or receive an apology. Needless to say this was the biggest headache and most stressful part of our wedding. When family visits us in the future they will NOT be staying at this hotel and we will make sure to pass along this information to others as well.

  • Stayed: August 2013, travelled with family
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2  Thank JayKail
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Tim R, Owner at Holiday Inn Hotel & Suites La Crosse, responded to this reviewResponded 19 August 2013

Dear JayKail,

When we originally booked your wedding block, there was limited availability and your block consisted of 10 rooms. These rooms were held so your individual guests could call and secure a room with their own form of payment. We even added 5 additional rooms on 3/18/13 per your request, again so more individual guests could secure rooms. That is not what happened.

Several of your guests called to hold 10-15 rooms under one name and did not want to secure them with their form of payment. We tried to get individual names for the reservations but the guests only wanted to hold rooms under a single name. We explained that this defeats the whole purpose of a "block" to which your guests then swore, hung up and repeated this process for approximately 3-4 hours. This harassment was not going to be tolerated especially when we were trying to help and make reservations within the guidelines of the block and the best advantage to your other attendees. That is when we relayed this information to you and you sent back an apology in your email. Now you have seemingly forgot the timeline of events have decided to lash out in this particular forum.

There is not a hotel in La Crosse that will hold 35 rooms under one name in general reservations. That is why a block is established. That is what we did for you. We would have been happy to make the individual reservations out of your block for your guests. The only issue was they wanted to hold more rooms than you had reserved in the block and not reserve individually. Then they proceeded to swear and hang up on the reservationist. That is not acceptable.

Thank You!

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Reviewed 9 August 2013 via mobile

The location is excellent. It is between the river and downtown. A little pricey for what you get. The pool is very nice. The hot tub could use stronger jets. The bed was a little lumpy. The people at the front desk were very nice.

  • Stayed: July 2013
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Thank 2TravelingLovers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 August 2013

I have to make myself remember that a Holiday Inn, though the rooms are pretty much like those in a Hampton or other chain hotel, thinks of itself as a cut above, and prices itself accordingly. At this one, not only are the basic rates out of line for what you're getting, they charge extra for parking and they charge for breakfast.

The room itself was fine -- comfortable king-size bed, awkwardly designed bathroom, totally inadequate lighting, pretty much the usual for a chain. The room door was inclined to stop before fully closing, which is the opposite of the usual motel arrangement (all doors slam). What the Holiday Inn has that a Hampton doesn't is its own bar and restaurant, which can be convenient at odd hours or in bad weather. Service there was cheerful and perky, but the food was mediocre.

What this particular Holiday Inn has, and presumably bases its prices on, is its location in downtown LaCrosse. It's across the street from quirky little shoppes, within walking distance from about twenty bars (I can't imagine what the neighbourhood must be like on a Saturday night, but on a Tuesday it was fine), and a block away from the pleasant promenade that runs along the east side of the Mississippi River. However, I noticed that there was a Radisson across the street, that much closer to the river and presumably with memorable views from some of the rooms. Might try that if I get to LaCrosse again.

  • Stayed: August 2013, travelled solo
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Thank halifaxborn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Hotel & Suites La Crosse, responded to this reviewResponded 23 August 2013

Dear halifaxborn,

Thank you for taking the time to express your thoughts and concerns. I am sorry we were not able to exceed or at least be at par with your expectation. Rest assured that the issues you have raised has been documented and will be forwarded to the appropriate departments for necessary actions. While we understand that your stay was not 100% satisfactory, we would hope that you would give us another chance to make your stay as best as it can be.

Sincerely,

Janice A
Case Manager
IHGCare

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 August 2013

Pricey for the area. You are paying to be right across the street from the civic center, so for certain events it can be handy. Otherwise, the rooms are nothing special and a little beat up. They charge you $5/day for parking which is very unusual for the area. For weekends you are better off finding free parking in the ramp next door - the permitted parking for businesses is open on the weekends. Complimentary coffee isn't up very early in the morning and the restaurant is mediocre. There are much better values to be had in town or the surrounding area.

  • Stayed: July 2013, travelled with family
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Thank frances564
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Tim R, General Manager at Holiday Inn Hotel & Suites La Crosse, responded to this reviewResponded 10 August 2013

Thank you for your review of our property and happy to see that you like the location and cleanliness of our rooms. We do need to correct you on your statement about parking. The parking is not free in the "ramp next door" and by stating that I would feel terrible that others would assume that is true and receive a parking ticket or worse, a trespassing ticket of a much higher fine.

Parking downtown La Crosse is a prime commodity and several parking spaces are reserved by individuals as well as local businesses. Parking in these spots will cost $50.00 in fines and not what I would consider free! Also, parking is timed and you will receive a city ticket for $12.00 if the time is violated. Soon, the city will be installing an automated timed voucher. That is why we have worked out a low cost alternative for our guests of $5.00 for unlimited in and out privileges. That is a very nominal charge compared to most cities (Madison, Minneapolis and Milwaukee charge anywhere from $12-$25) that have parking ramps and a no hassle solution for our guests.

Thank you!

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