• Report: #273963

Complaint Review: Summer Bay Resort-Holiday Inn Express

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  • Submitted: Wed, July 12, 2006
  • Updated: Wed, October 08, 2008

  • Reported By:Manchester New Hampshire
Summer Bay Resort-Holiday Inn Express
summerbayresort.com Orlando, Florida U.S.A.

Summer Bay Resort - Holiday Inn Express Summer Bay Resort- Holiday Inn Express, Group Service was terrible, refuse to acknowledge complaints Ripoff Orlando Florida

*Consumer Comment: Consumer needs to be more knowledgable!

*Author of original report: Oh yeah I forgot

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In June of 2006, our group held a conference at Summer Bay Resort. The problems began way before so lets start there.

We were originally booked at the Inn at Summer Bay, and when we were informed by Mary Matthews she had moved us across the street to the Holiday Inn Express, as it was a better hotel we were thrilled!

Everything seemed to be fine until it was time to confirm rooms. We were given an absolute run around getting confirmation numbers. While one of our group members was getting the numbers she requested a smoking room. This was one month prior to our "get together" and she was informed that the entire hotel was non-smoking. This really wasn't an issue for those attending, however it would have been nice to have known this in advance.

Fast forward to check-in. Members were arriving and not aware that the hotel was expected a credit card or a 50.00 cash deposit for incidentals. The groups card, so we were told, was to be charged for these items. So upon arriving many people were surprised, by this however not a big deal for most as they had a credit card available.

The front desk staff had an attitude about this however, to those who did not have a credit card. When asked by another member how they handled a case of someone checking in, who was not a credit card holder the response was an extremely rude "We take a 50.00 CASH DEPOSIT!" as if we were supposed to have magically gotten this information from the information faries.

The group was told we were recieving a block of rooms, with some of the group having ajoining rooms. Upon check-in they were told there were no adjoining rooms. The hotel had none. Yet one of our members, strangely enough had a (non-existant) adjoining room. The rooms were not even in the same building as the conference.

Some members had to chase down room service for simple things like clean towels, and the trash taken out. This is plain unacceptable. One of the members stated that since there were 2 adults and 3 children in her room she could understand not vacumning as there was quite a large amount of luggage etc. in the room. She also could understand they may have been reluctant to make the beds with the amount of stuff in the room. However, the bathroom was just as you entered her room on the left. House keeping would have not had to go anywhere near their things in order to leave fresh clean towels, coffee, and change the trash.


Breakfast on Sunday morning was cold, and breakfast had just started. It is my understanding that a member complained and was informed that if it were cold she should have told the staff and they would have brought a hot breakfast. First of all they did not have the burners on which contributed to this, second for the amount charged, the food should have been hot without someone having to chase down the staff.

Last but not least the entire staff had an extremely bad attitude. Mary Matthews was very rude and acted like since she had gotten the business of the group that was all that was needed.

For the amount of money the group paid, for this hotel we basically got no service, bad attitudes. Our complaints were called in individually however since we were a group, we were informed we need to contact the management at the hotel directly.
Frankly, we feel that we aren't going to get a response, and we are not going to get any resolution to the problems, just more run around. We will not be using them again.

Liz
Manchester, New Hampshire
U.S.A.

This report was posted on Ripoff Report on 07/12/2006 06:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/Summer-Bay-Resort-Holiday-Inn-Express/Orlando-Florida/Summer-Bay-Resort-Holiday-Inn-Express-Summer-Bay-Resort-Holiday-Inn-Express-Group-Serv-273963. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Consumer needs to be more knowledgable!

AUTHOR: Fred - (U.S.A.)

After reading this report, I realize that the consumer is much to blame with a lot of the issues! There are professional Tour Operators who handle Group Travel and understand the procedures. Liz from NH simply seems unfamiliar with standard procedures, and therefore is spouting off in anger. When you book a GROUP, there are not individual "confirmation numbers" assigned! You are booked as a block of rooms. Adjoining room requests do not always mean a door between the two rooms, but rather a room right next to the other room! For security reasons, most hotels over the past 20 years have done away with rooms into another room. I realize the convenience of this, but security is more important than convenience. With regards to breakfast being cold, Liz commented that they should have informed them of the problem right then and there! That is the correct procedure! Let's face it, of course we don't want our food to arrive cold, tasteless, over/undercooked, wrong...but unfortunately it does happen on occasion. The solution is to complain and get the problem rectified! Not to complain AFTER the ordeal is over. If you buy a suit, and there's a stain on it, would you complain several months later? No, as soon as you noticed the stain! So complain as soon as you take the first bite that it is not right and allow them a chance to correct the situation! As far as room deposits, that is typical in a GROUP situation! Either the Group Leader (Liz) would have to have her Credit Card on file to vouch for the entire block of rooms, or she leaves it up to the individuals to handle their own incidentals! Liz is simply inexperienced in handling "group" travel (much different then going on your own and using a single room). It doesn't sound like a true "Ripoff" to me! Just an uninformed individual trying to represent the entire group. Things happened and she didn't like looking bad to her friends/family! Leave it up to the Tour Operators who deal with this for a living and then you have someone to put the blame onto. That's what they are paid for!
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#2 Author of original report

Oh yeah I forgot

AUTHOR: Liz - (U.S.A.)

On the website it was advertised that there were microwaves in every room. Upon contacting the hotel to confirm the rooms, some of the group asked if that was indeed the case. We were informed yes it was. No there weren't. Apparently you had to ask for those specifically, however again not something we were told when asking about them.
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