August 19, 2005

Not So Dear Holiday Inn

-----Original Message-----
From: +AMER HI-Guest Relations (IHG) [mailto:HI-GuestRelations@ichotelsgroup.com]
Sent: Friday, August 19, 2005 4:36 PM
To: 'ewriter@bellsouth.net'
Subject: RE: 1727492 Holiday Inn Buffalo - International Airport

Dear Mrs. Sessum,

Thank you for your additional message. I again want to apologize for the problems you and your family experienced during your stay in Buffalo. We have re-reviewed the situation and your additional email and, unfortunately, are unable to offer anything further from our office.

Once again, thank you for taking the time to contact us. Have a great weekend!

Sincerely,

Ted Dumont
Guest Relations
InterContinental Hotels Group

Phone: 800.621.0555
Fax: 801.975.1846
Email: hi-guestrelations@ichotelsgroup.com
www.ichotelsgroup.com
Reference No. 1727492


-----Original Message-----
From: Jeneane Sessum [mailto:ewriter@bellsouth.net]
Sent: Friday, August 19, 2005 11:12 PM
To: '+AMER HI-Guest Relations (IHG)'
Subject: RE: 1727492 Holiday Inn Buffalo - International Airport

Hello Again Tom:

In light of your decision [[above]], I would like to recommend that you remove your 100% satisfaction guarantee from your Holiday Inn lobbies and guest rooms. Truthfully, it is false advertising to have your "If you are not 100% satisfied, we will make it right" messaging when that is not what you intend to do for your customers. What I read guaranteed 100% satisfaction. What we received was quite the opposite, as you know if you have read my posts.

I offered to donate the $50 gift certificate you are sending me to Children's Hospital so that a traveling family would have some hotel money when visiting a sick child. I asked you to do one small thing--throw in another $50 so that it would cover a night's stay in one of your facilities in the Atlanta area.

How astounding that your organization chooses not to oblige. What a statement that makes.

Jeneane Sessum

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