Re complaint 10509666253Holiday Inn, 8 International Rd., Pembroke, Ontario.We arrived around 4 pm Sunday afternoon and registered at the desk. We were told the room was not ready and that the cleaning staff were working on it. I asked when the the check in time was. We were told 3 pm. We were told dismissively to sit down. I asked to speak to the manager. We were told he was unavailable until Monday. I asked to speak to someone in responsibility as the young woman I was talking to was curt and being defiantly obstructive. She declared there was no one in responsibility. She again told us to sit down. I asked for access to phone so that I might call Holiday Inn 1800 to speak to someone in responsibility’s and that was denied. I asked for a card with the managers name on it and a contact number for corporate complaints. She gruffly extended her arm in the direction of a card holder on the counter and exclaimed ‘there’. The card had his name but no 1800 number. With that she sang “have a nice day” as she turned her back. At 4:40 pm we were given cards to room 410. In the room on the Holiday Inn scratch pad was a 1800 number. I called and after being on hold 20 minutes eventually spoke to a young woman who said she documented the above story. I reiterated that it was the delay I objected to, but the dismissive rudeness. She related, after a pause, that she called the inn and that a message would be given to the manager who would contact us first thing in the morning. No incidents number was given to me. As we left at a bit before 10am I asked at the desk if I could speak to the manager. The young woman at the desk feigned to not know if he was in and got and walked into a nearby room, exited a few moments later and declared he was preparing for a conference call. The door slammed shut behind her. She offered no other time for us to talk. At 2 pm I called the 1800 number and opted for a call back when it suited Holiday Inn. A call back occurred at 2:30 but I was immediately placed on hold for another 15 minutes, and I gave up. At 4pm I called again and eventually spoke to a young woman named Edwin. She said there was no record of my previous contact and I repeated the whole story again. She insisted that as I was still in the hotel the manager was obligated to deal with this. She assured me she would call the hotel and he would contact me. I informed her I was leaving in the morning. She said it was 3 pm and there was time. At that point it was actually 5 pm. I never received any call from the manager.
