"Nice hotel, but must consider ALL guests needs"
This is the second time I've stayed at this hotel in two weeks. My first experience was great. This time, however, was a bit disappointing. They had a very large group in, so the breakfast I had prepaid for with my booking was modified from this Holiday Inn's typical 7:30 breakfast which normally includes an omelet station (it had one last week). Upon arrival, they told me breakfast was pushed back to 8:30, and there would be no omelet station. I'd have to eat with the group off their buffet line. Not thrilled, but I figured it would be okay. I came down at 8:30 to have a quick breakfast, as I had to be on the road to get to an appointment, only to be told that breakfast was now pushed further back to 9. I asked the desk clerk (manager?) if I could forget breakfast and receive a credit on my bill. He told me that because I had made the booking through Expedia, he could do nothing for me. Expedia did contact him, and he reiterated with them that he could do nothing for me. Expedia ultimately worked things out satisfactorily with me.
The hotel was very pleasant, and even the person at the desk was completely professional. However, I am dismayed by the hotel's policy to alter a posted breakfast plan because of a group, neglecting regular guests, along with their inability to correct a problem they created because I booked with Expedia. It's a great hotel, with clean rooms, great amenities and pleasant staff, but they need to rethink a few things from the customer's pov.
Traveller from Queens, NY