The Turlock Holiday Inn Express was a very negative experience for our group. We were in Turlock for a girls' soccer tournament and had quite a large group 10+ rooms. The check-in staff was very rude to some families by informing them, at check-in, that one warning for noise and we would be asked to leave; the family hadn't even checked in yet! The only large room that could accommodate us all for time together was immediately locked up after breakfast. When we finally did get permission to use the room, a hotel staffer came through the room a number of times to inform us it was our job to clean the room when we were finished; it was quite rude. We did ask for late check-outs but were informed that only a certain number of rooms could be used for late check-outs (at 12:30...real late, don't bother) and then received a nasty call from the front desk reminding us to vacate our rooms. The icing on the cake came when our girls and families were waiting in the air conditioned lobby, as the large room was unavailable, only to be told we couldn't be waiting there. Where do you wait then? After a parent agreed to be responsible for the waiting room, we were allowed to use the large room for our group though the cleaning lady made numerous trips through to "watch" us. Considering the hotel was far from full and that they made $2000+ from our group for our two nights of stay, it seems the hotel would have been happy to have us though we felt we were a burden to the company and would never stay there again; we probably will avoid all Holiday Inn Express Hotels after this experience and go to Marriott or a friendly company who appreciates nice families.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
21 July 2010
Hi WolWol,
We would like to apologize for any and all inconveniences you experienced during your stay here at the Holiday Inn Express in Turlock. I can understand how frustrated you were when trying to find a place for your team to congregate. It is policy to have our breakfast room closed down for a short period of time to clean after breakfast has ended but our staff should have understood the need for your large group and opened the room. We have had problems with large groups in the past making a mess in our breakfast room as well as being disruptive but our agents should understand that not all groups are alike and many do respect the hotel and should also be respected in turn. We have discussed these policies and procedures with our staff and have also shared your feedback with everyone at our hotel as we do strive to provide the highest level of customer services and have fallen short.
We appreciate your business and thank you for choosing our hotel for your group needs. I do hope that you may give us another chance to show you that we do provide great customer service and strive to treat our guests like family. I am very disappointed that our staff did not make your group feel this way. Thank you again for your sharing your experience and if you need anything at all please feel free to contact me.
Thank you,
Savanah
Thank you again
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC