I have a disability that prohibits me fro taking long car rides. So we have always made a stop in the Des Moines area as the half way point between St.Paul, where we live and Independence, Mo where our daughter lives and works. We have stayed at many places over time, but in the last year have settled in at the HIE in Ankeny. We stay here on our trip to Missouri and then again after a few days on our trip back to St.Paul. We have always found it clean and the staff to be courteous and friendly. On our last trip home from Missouri in early January, for the first time ever, I had a minor issue which the front desk clerk as we were checking in. We are priority club members, and there was no problem when we had checked in the previous week, so logic would dictate that there should be no problem this time. I told the front desk clerk to do whatever was necessary to get me a room and let me check in.
A few days after arriving at home I received the usual automated email from Hoilday Inn Express Ankney asking how I enjoyed my stay. Well, I responded.
Much to my surprise, I received an e-mail on the following Sunday from the General Manager of the HIE Ankeny advising what actions he had already taken to make sure this issue would never occured again. He apologized and offered some reward points for my priority club membership card.
I think that just the fact that the GM is in on Sunday shows that some one cares about righting the ship. I commend the GM from taking one on the chin for the employee who made the mistake. This is behind the scenes employee relations that will lead to better customer service in the future. BTW-I declined his offer for rewards points. And one last thing- another reviewer wrote about the rates going through the ceiling recently. They have. That will drive us away more quickly than an issue with a clerk.
- Holiday Inn Ankeny
- Ankeny Holiday Inn
