After 30 years of traveling I experienced a first at this hotel. A trip's value can be diminished by one person with a bad attitude. Last Friday night my wife and I checked in for two nights at this hotel. On the hotel's own Holiday Inn Express web site they highlight the fact that they are catering to people who are traveling to the area to enjoy the wine country. Or so they say.......
We had purchased a bottle of wine from a local winery. As you know, it is difficult to travel with a wine glass, or carry a wine opener if you are not checking luggage. Most hotels, if fact all that I have asked, always are accommodating and have a cheap opener to loan and a couple of glasses. When we asked the desk clerk if she had two wine glasses and an opener to loan, she said "no, we only have water glasses." My wife then said to her (without raising her voice, using expletives, etc.), that perhaps you could consider doing so since you are advertising the hotel catering to tourists to the wine country.
I don't know what type of day the desk clerk was having, but she immediately answered back in an angered tone, " you are making a personal assault on me, and indicated we were being abusive". We were stunned! All we did was suggest that they have a couple of wine glasses on hand!! We then asked her about an opener, and she said she would look in the kitchen. She walked into the kitchen while we waited. Two minutes later, she walked out of the kitchen directly past us without saying a word or acknowledging us, went behind the front desk and answered a question from another guest. We waited, 20 ft from from her, she never acknowledged us again. If it wasn't so late we would have checked out immediately.
My wife and I are Platinum level members with IHG, of which the Holiday Inn chain is apart of. Because this is the highest membership level, while not guaranteed, you are eligible for an upgrade on any nights stay. Our stay was a Friday and Saturday night, March 14 & 15. We asked the same desk agent while checking in, if any upgrade was available, and she said no due to a renovation. By looking out my window, I could see that the parking lot was less than 1/3 full, the hotel was mostly empty. There was no visible construction on our floor or the first floor. They did appear to be starting an addition to the hotel adjacent to the hotel. We have stayed at a number of IHG hotels this year, this is the first to not offer an upgrade. There was also no advance notice while reserving this room that the hotel was under renovation.
I would suggest that the manager/owner have an in-service on customer service. I'll donate a copy of How to Win Friends and Influence People, because their service at the front desk, on the night we were there was disturbing. There is a great Hampton Inn in Walla Walla, perhaps the desk clerk we talked to could learn a lesson by spending a night there and seeing how professional and courteous desk agents behave. On future trips to Walla Walla, that is where we will be staying. I don't need to pay money to have a front desk agent insult me!
- Official Description (provided by the hotel):
- Surrounded by wineries,and vineyards,the Holiday Inn Express Hotel welcomes you. Whether you are here for business or pleasure, our location offers easy access to all this community has to offer. The Balloon Stampede, Winery Barrel Tastings, graduations/ events, Walla Walla County Fair, sporting events, art, car and horse shows are a few events held in our historical town. We have 81 spacious rooms, an indoor pool and spa, 24-hour fitness room and business center. We serve a complimentary super deluxe Continental breakfast and every night we make fresh baked cookies and milk. All of our rooms offer either king or queen size beds, microwaves, mini-fridges, irons and ironing boards. Corporate travelers enjoy over-sized desks and ergonomic chairs plus free high-speed wireless and hard wired Internet access. Whether you are in town to sample one of our award winning wines, visiting our beautiful historic downtown , or just getting away to relax, Walla Walla and the Holiday Inn Express have just what you need!! Stay smart at the totally smoke free Holiday Inn Express Hotel. ... more less
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- Also Known As:
- Holiday Inn Express Walla Walla Hotel Walla Walla
- Holiday Inn Walla Walla
- Walla Walla Holiday Inn