Holiday Inn Genoa City

We had a very good stay at the Holiday Inn Genoa. We were upgraded to an executive room on the 7th floor with a beautiful view over the port. The room was spacious, the king-size bed very comfortable, and it worked perfectly for us travelling with our five-year-old. Breakfast had a good variety, the staff were friendly, and the location is very convenient with the metro, restaurants and shops nearby. Parking and EV charging were another big plus. There is some traffic noise, but overall it’s a great base for exploring Genoa.

This was my first time staying at your hotel. Upon arrival at the check-in counter, a staff member named Madu greeted me with a very unfriendly attitude and immediately said, “Today is fully booked. You can’t change any room.” I do not understand why she assumed I wanted to change rooms, especially when I had not even entered my room yet. Does this mean that if there are any issues with the room, I simply have to accept it without assistance? Such communication already reflects a lack of professionalism. Additionally, she informed me that each room provides four complimentary bottles of water. I even double-checked with her, asking, “Are you sure it’s four?” and she confirmed, “Yes.” However, after all guests entered their rooms, we found that there were not four bottles. When I asked her to arrange for water to be delivered, she told me to “call 806” myself. Not all guests speak English, so I offered to collect the room numbers that did not receive water and asked her to inform the relevant department to deliver them. She then stated that her colleague had given her incorrect information, and that there were only two complimentary bottles instead of four. I immediately advised Madu that she should ensure the accuracy of information before communicating it to guests, as it causes inconvenience. To my surprise, her response was “it is not fault,” rather than offering an apology. May I ask, is this really the guest’s fault? I am truly shocked that a hotel under the Holiday Inn brand would have such unprofessional front desk staff. Furthermore, when guests reported a sudden power outage in their rooms and requested assistance, Madu responded by saying that they should try inserting the room card multiple times. If simply reinserting the card could solve the issue, there would have been no need to report the problem or request help. A total of 32 guests stayed at your hotel during this visit, and the overall experience has been very disappointing. I sincerely believe that your front desk staff would benefit from more professional training to avoid negatively impacting guests’ impressions in the future.