Our stay was unfortunately disrupted by an issue that was handled poorly by hotel staff and management.
After checking in, my wife and I were informed by the front desk that bicycles were not permitted inside the hotel or in guest rooms. We were advised to leave them outside overnight because the “neighborhood was quiet.” Given the high value of our bicycles, this was not an acceptable or secure option for us.
We explained that we have stayed at numerous Holiday Inn properties and other hotel brands while traveling with our bicycles and have never encountered this restriction. Despite this, no reasonable accommodation or alternative solution was offered.
Compounding the issue, the on-site manager was unavailable, and the matter was handled via phone. We were informed that a refund could be initiated after the weekend, despite the fact that we were being inconvenienced by having to locate another hotel late at night after already checking in. This response lacked urgency and consideration for the disruption caused.
The situation resulted in unnecessary stress and inconvenience, and it reflected a lack of flexibility and customer-focused service. Clear communication of such policies prior to booking and a more proactive management response would have prevented this experience.
While we appreciate consistency in policy enforcement, guest safety, property security, and reasonable accommodations should be prioritized. Unfortunately, this was not demonstrated during our stay.
翻譯
