It's such a shame that this brand new hotel with nice and spacious rooms is failing on the service side in the hotel and especially in the restaurant. It felt like a very poorly run independent hotel rather than a Holiday Inn.I am not planning to stay here again despite the fact that it's located conveniently to my company's new headquarters office.
The first night the fire alarm went off at 10 PM and people evacuated. I asked the front desk what happened and the woman who answered seemed to find the situation funny because she was giggling about it. The server in the restaurant told me it's an ongoing issue. That would have been good to know before being woken up and having to evacuate on a cold night.
The only food option is a "full service" restaurant and bar. It was extremely poorly staffed and on my 1st day at breakfast took too long. At dinner, I ordered a burger cooked Medium and it was raw in the center. I didn't bother to mention it because the 1 server was so busy. The 2nd day I ended up not getting served at all and missing breakfast after unsuccessfully waiting for service for 20 mins because there was 1 inexperienced young server with a restaurant full of people. To make things worse - the server also had to leave the restaurant and setup for an on-site meeting. Obviously management doesn't know how to staff a full service restaurant and when that's the only food option in the hotel (no room service) it's incredibly inconvenient. The poor people who were trying to have the meeting in a rented meeting room couldn't get an HDMI cable to hook to the large monitor and were waiting for their coffee setup because the staff forgot. They were standing in the lobby with the rest of us who were unable to get what we needed.
When I tried to check out after not getting breakfast, the clerk at the front desk couldn't check me out because she didn't know the password of the shuttle driver. She kept unsuccessfully trying to call to get it while a line of guests waited to checkout. We had to wait for him to get back to the hotel to log her in. She also didn't know what to say when I told her about my inability to get breakfast.
The interim manager who was driving the shuttle was very nice, but I think there should have been a real shuttle driver to handle that duty so the manager could get things more in line back at the hotel.
Overall, the service is just a mess and it was a very poorly run hotel. I canceled my upcoming reservation for the next month, and recommended no one else from my company stay here and that we not hold meetings here. It's a shame because we are looking for a preferred hotel.
- Reservation Options:
- TripAdvisor is proud to partner with IHG, Expedia APAC, Wotif.com, HotelQuickly, Hotels.com, Agoda and lastminute.com.au so you can book your Holiday Inn Trophy Club reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.