- On July 24, 2019, I wrote a letter to Intercontinental Hotel Group's Corporate Office. A liaison followed up with me and directed me to the general manager of that particular hotel who would not initially take my calls. The general manager has been most unhelpful and apparently the only one that is in a position to help. What else can I do to obtain a refund for my awful and stressful experience? Below is a copy of the letter and a response from the general manager. He did call on August 7th and said that he would look into the matter and get back to me that day. I have not heard from him since.
- I am writing concerning my recent hotel stay at Crown Plaza SW Peachtree City 7/15/19 to 7/20/19 (Reservation # 24710196). It was more than unpleasant, to say the least. I booked the Crown Plaza because I was attending Kingdom School of Ministries, a Trimm International annual event.
I arrived 7/14 which was a day early. I found out a few days prior to the trip that there was an orientation that I needed to take prior to classes at Kingdom School of Ministries. I asked to be accommodated for the night with a room. I was told that they could cancel the current reservation and re-book at the regular rate. I was not up for cancelling the current reservation because I received the Trimm International rate. I wanted a room for the night-- regular rate would have been fine. However, I was not given the opportunity to book a room for one night at the regular rate. I found to my distress there were no other hotels around in which I could book a room for the night.
7/15 - I asked if I could check in early because I was attending classes in the main building. The classes were intense and I took breaks according to the instructor's schedule. I was told the earliest I could check-in was 2:30 (No problem). I came back at 3:00 (due to class schedule) only to learn that the system was down. I was given a credit authorization form to which I could not fill in the credit card information because I did not have it. After about an hour or two I was able to be checked in and given a room. The front desk was holding our bags because we had no place to put them while we attended class. We asked if we could use a rolling rack to get to our room and were told there wasn't one with good rolling wheels. After about 15 minutes a man comes to assist us. I am not quite sure what got him upset-- but the next thing I know is-- after speaking harsh words to Ms. Hightower, whom I checked into the room with-- he stomps off behind the desk. After another 10 minutes, another man comes to help us. He gets the bags to the room without incident.
7/16 -- Needed assistance at the front desk. Left because I was not attended to and I needed to return to my class. The room was not cleaned this day. After seeing several people with to-go containers from the restaurant I decided to go over with the notion that I can purchase my food and return to get started on my assignments. I was told that they don't give to-go containers.
7/17 -- The room was not cleaned this day. Later in the evening, the class was told that we could use the restaurant TWO O1, but it would be best to bring the food back over. We were told that they would accommodate us. However, we got over to the restaurant we were told that they were out of to-go containers. A manager allowed us to wrap up our food.
7/18 -- I lost my room key. I went to the front desk. They could not find me in the computer. The lady at the desk told me--" I know I checked you in." After about 15 minutes another woman came over and assisted. She could not locate me in the system. After a while she said, "Okay let's just give her another card." That was a total of 30 minutes out of class.
7/19 -- After leaving the restaurant and obtaining a ride on the trolley, the driver (who was driving much too fast), reversed the vehicle and backed into the wall and curb causing injury to Ms. Hightower who was taken to the emergency room.
7/20 -- I arrive at the front desk with all of my belongings. No one was at the front desk. I called out, "Excuse me." A woman comes out and I ask if I could leave my luggage until I left for the airport. She begins to complain about how she didn't get any of her paperwork done. I explain that I have to complete final exams in the auditorium and that I have nowhere else to leave them because I needed to be checked out at 10:30 a.m. Eventually, she gives me a tag. I put my name and take my half. She takes the bag.
In addition to all of this, several times throughout the week when we needed a ride to and from Woodlands there were long waits. We understood at times it was busy. However, the delays caused parts of the classes to be missed. Not only did we experience difficulty with the front desk, but we also had problems with the restaurant. Several nights we ordered from DOOR DASH because the restaurant could not accommodate us even though arrangements were made with Trimm International. It was in the restaurant that I learned (from my colleagues)-- to-go containers are only given when you order from the menu. After being given the run around the entire week none of the staff mentioned that. They only said, "We don't give to go containers or We ran out of to-go containers. This makes no sense from a business perspective. We would have ordered from the menu if it meant we could take food out! We needed the convenience.
This level of service is unacceptable for the Crown Plaza which is supposed to be an upscale hotel. I am requesting a full refund of my stay. Many of my colleagues have requested that Trimm International not use Crown Plaza for Kingdom School of Ministries.
I expect that you would take the necessary actions and bring up your standard of service. Thank you for your attention to this matter.
DeAnna Smallwood, MSED
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