Question:
Ok, I sent a copy of my previous letter off to these 2 men with a cover letter. My cover letter also referre to DeeTee’s letter in hopes that they will see this as a Gimp Posse attack! We’ll see. After I dropped the letters in the mailbox, I went to check our box. Had a letter from Holiday Inn, in essence: "guest feedback is of the utmost concern to us, and as such, we have forwarded your comments to the management of this location for review and handling." (of course I’d CC’d them previously anyway) and "we would like to thank you for taking the time to contact us. We value your business and look forward to serving your future lodging needs." In your dreams, buddy! — Nann cut the Gator cheer to email me I like nonsense; it wakes up the brain cells. – Dr Seuss
Response:
Walt, Six Continants "owns’ the Holiday Inn name/flag. When you write to HI customer service you are in fact writing to Six Continants. They may or may not actually manage the HI in question. but they certainly have customer service standards that each francishee/management company must adhere to. In my experience most owners have very little day to day operations involvement and leave that to the management staff. In this case involving upper management of the Brand is the quickest way to get a direct and appropriate response. It also allows upper management to be aware of potential problems among one of its franchisees. Karen (working in the industry for over 20 years) – Hide quoted text — Show quoted text -> OK, it’s time for me to explain something. Whenever you are dealing > with a hotel property, you are actually dealing with up to three > different entities, the owner of the hotel, the management company > running the hotel, and the "flag." Let me explain. > In this case, Holiday Inn is the flag; that is, the branded reservation > system that the owners of the hotel have chosen to affiliate with. > Think of it as a franchise that independent owners choose to affiliate > with. The flags offer an international reservation system and > advertising campaign in exchange for a fairly large upfront fee and cut > of the revenue of the hotel. Each flag sets standards that the hotel > must meet, but are not directly involved in the day-to-day management of > the hotel. The flag also maintains a customer relations office that > fronts for the management company in handling problems. > Six Continent’s Hotels is the management company that actually runs the > hotel in behalf of the owner(s), which might be an individual, a group > of investors, or a large institutional investor. This is the company > that employs the management staff. Thus, they are the people with the > power to resolve the problems you had. > Now, this picture can be complicated by one entity holding two or more > of these positions. For example, a small number of Holiday Inns are > owned and managed by Holiday Inn Corp. Holiday Inn also owns a > management company that runs other people’s hotels, often under > different flags. And, Six Continents both manages other people’s hotels > and owns some of its own. > So the bottom line is that Holiday Inn can do nothing but act as a > go-between with the company that manages the hotel in College Park. The > $20 credit they offered is really about the most they can do on their > own. To do better than that you have to involve Six Continents, but > they are NOT the parent of Holiday Inn. They just manage, and possibly > own, this particular hotel. > OK, have I given you a headache yet? > Walt (who financed hotels in another life) > Thanks to Karen for these addresses: > May 19, 2002 > John Sweetwood, President > Six Continents Hotels > 3 Ravinia Drive, Suite 2900 > Atlanta, Georgia 30346-2149
Response:
>The GM runs the hotel in general and is everyone’s ultimate boss at that >location. Although reports go out to the various departments in other >locations, the top dog at the hotel was the GM.
I worked maintenance at a Ramada Inn for 16 years and that’s the way it was where I worked. The GM was also the owner (with his brother) and he was the one that made all the decisions. But ultimately, the real person in charge was Murphy <g>
Response:
> Walt, > Six Continants "owns’ the Holiday Inn name/flag.
See how quickly things change! It’s been nearly 12 years since I stopped doing hotels. Back then Six C didn’t own Holiday Inns (at least I don’t remember them owning HI). Now they do. At least we both agree that Six C is who needs to be contacted. One last thing. What do you think is wrong with this picture? Here we are weeks after a we all had a great time at the GimpFest still upset over how a few people we will never meet again treated us at a cheap hotel we’ll never stay at again. Why are we letting these people have so much control? You’ve all written your letters; everyone knows how you feel. Isn’t it time to let it go? JMHO Walt
Response:
Funny to hear how many of us have hotel experience in a former life. I was in hotels too, for eight years with Hilton Hotels. During that time I was originally at the Los Angeles Hilton (previously the Statler Hilton, prior to my arrival the Statler Hotel). That hotel was corporate owned. Later I transferred to the Oakland Hilton, also corporate owned, but considered rather second tier in the corporation. Below that level there were also franchise Hiltons, who looked just like Hilton hotels to their guests, but that were owned by investors or other corporations, but who could use the Hilton reservations system, and who had to meet Hilton specifications. In my personal experience, which was as Front Office manager (the person who is ultimately responsible for your room stay at the hotel), a complaint that would carry the most weight would be one that was directed to the General Manager of the hotel. The GM runs the hotel in general and is everyone’s ultimate boss at that location. Although reports go out to the various departments in other locations, the top dog at the hotel was the GM. A complaint that went to the GM would be responded to the most promptly. A complaint from our sales department would make you jump, but one from the GM would make you quake in your boots. One that mentioned getting the corporation mad at you as well would absolutely strike fear in your heart. Now practically speaking, I suspect there isn’t all that much budget at a small Holiday Inn. Yes, $20.00 is niggardly and a first effort at mollifying an angry guest, but don’t expect more than probably an offer of a free night or something equivalent. The more you appear to speak for a large group of room guests, the more impact you will have. Groups of rooms sold are what the hotel breaks even on and threats of lawsuits are motivating, but not as much so as threats of groups of room stays leaving for another property. Did you plan to return? Have you changed your plans due to your mistreatment? Would you reconsider if your group (LARGE group) received a better rate next time? How about a complimentary room or two for the organizers? Good luck whatever happens. And my best regards to all the other hoteliers around here! Best regards,
Response:
> OK, have I given you a headache yet? > Walt (who financed hotels in another life)
Yes, you have, but thanks anyway. I appreciate the font of information that this newsgroup represents and how much I learn each day. I really don’t care who owns what in this case. I figure if I write enough letters to enough people, and stir up a real hornet’s nest, maybe some of the attendees who stayed at the hotel will be reimbursed. It just makes me mad that they had to pay money to be treated so poorly. DeeTee
Response:
Great Letter!!!!!
– Hide quoted text — Show quoted text -> Thanks to Karen for these addresses: > May 19, 2002 > John Sweetwood, President > Six Continents Hotels > 3 Ravinia Drive, Suite 2900 > Atlanta, Georgia 30346-2149 > Dear Sir: > I understand yours is the parent organization for the Holiday Inn hotel > chain. I am bringing to your attention a wholly untenable situation that > happened to my group the first weekend in May of this year at the College > Park Holiday Inn, College Park, Maryland. To do this, I am enclosing the > letter I sent to Holiday Inn’s corporate headquarters and to which I have > not yet received an answer. One member of our group (the Mrs. Love referred > to in my letter) has received a form letter answer with a mere $20.00 > compensation. To me and to Mrs. Love, this adds insult to injury. A friend > who works in the hospitality industry suggested that perhaps you (and Mr. > Ravi Saligram, to whom I am also sending a copy of this letter) were more > appropriate individuals to notify in this situation. > Please let me know if there is any other action that my group can receive to > make up for some of the nightmare they were put through by this hotel. The > conditions our disabled group was required to labor under were intolerable, > as was the uncaring and uninformed attitude of the majority of the staff. I > wish my group members had stopped on the stairs and gotten the name of the > individual who so casually threw over her shoulder, "Sorry about the > elevator." It is clear to me that this individual was absent the day hotel > staff were trained on the ADA requirements of public hostelries (if indeed, > they ever were). > Please let me know if you need any further information from me to deal with > this situation. I appreciate your prompt attention to this matter. > Sincerely, > Diana M. Taggart > DC Gimpfest 2002 Coordinator > — > DeeTee and Bob Taggart > http://home.earthlink.net/~bdtaggart/DC/DC.html
Response:
Thanks to Karen for these addresses: May 19, 2002 John Sweetwood, President Six Continents Hotels 3 Ravinia Drive, Suite 2900 Atlanta, Georgia 30346-2149 Dear Sir: I understand yours is the parent organization for the Holiday Inn hotel chain. I am bringing to your attention a wholly untenable situation that happened to my group the first weekend in May of this year at the College Park Holiday Inn, College Park, Maryland. To do this, I am enclosing the letter I sent to Holiday Inn’s corporate headquarters and to which I have not yet received an answer. One member of our group (the Mrs. Love referred to in my letter) has received a form letter answer with a mere $20.00 compensation. To me and to Mrs. Love, this adds insult to injury. A friend who works in the hospitality industry suggested that perhaps you (and Mr. Ravi Saligram, to whom I am also sending a copy of this letter) were more appropriate individuals to notify in this situation. Please let me know if there is any other action that my group can receive to make up for some of the nightmare they were put through by this hotel. The conditions our disabled group was required to labor under were intolerable, as was the uncaring and uninformed attitude of the majority of the staff. I wish my group members had stopped on the stairs and gotten the name of the individual who so casually threw over her shoulder, "Sorry about the elevator." It is clear to me that this individual was absent the day hotel staff were trained on the ADA requirements of public hostelries (if indeed, they ever were). Please let me know if you need any further information from me to deal with this situation. I appreciate your prompt attention to this matter. Sincerely, Diana M. Taggart DC Gimpfest 2002 Coordinator — DeeTee and Bob Taggart http://home.earthlink.net/~bdtaggart/DC/DC.html
Response:
>I understand yours is the parent organization for the Holiday Inn hotel >chain. I am bringing to your attention a wholly untenable situation that >happened to my group the first weekend in May of this year at the College >Park Holiday Inn,
THAT ought to get their attention. Hope you hear SOONEST! Char "Remember, I’m pulling for ya’. We’re all in this together." Red Green
Response:
Mine will go in the mail tomorrow. I’ll also certify these with receipt requested. May 19, 2002 Mr. John Sweetwood, President Six Continents Hotels 3 Ravinia Drive, Suite 2900 Atlanta, GA 30346-2149 Dear Mr. Sweetwood: As president of the parent company of Holiday Inns, I thought you might be interested in the letters enclosed. Mine was written after a weekend stay at the Holiday Inn in College Park, Maryland. I was most unhappy about the location of my room and the fact that I could not get what I had a reservation for, and the reservation was made a few months ahead of time. We had been promised a block of rooms, but instead we were scattered all over the Inn. Also enclosed is a copy of the letter I received from Ken Kempton, Case Manager in Guest Relations for the Holiday Inn. I was very disappointed in his reply. Sincerely, Gwen H. Love cc: Mr. Ravi Saligram Six Continent Hotels 3 Ravinia Drive, Suite 2900 Atlanta, GA 30346-2149 Enclosures
Response:
Thanks in advance, Bruno from Spain