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First let me start by saying 90 % of the staff were very apologetic about the situation. I checked into the Holiday inn express in Brandon Fl on 7/28/2012, my reservation was prepaid before I arrived so all I needed to do was sign the document and retrieve my keys. Nope not what happened, first I was double charged, instead of the young lady paying attention and just taking my CC number in case there were any additional charges at check out she charged my card. Then of course she realized that she made a boo boo but because it was a debit card my money was held my whole vacation. When we first pulled into the parking lot I noticed a cherry picker parked in the middle of the lot along with garbage, paint cans, and empty cardboard boxes. After the billing fiasco the young lady apologizes and says that they are under renovations. Funny there was nothing on the website about it. If I had known I would have stayed down the street at Quintana. Any way I checked in and went to my room. Well when I got off the elevator the was the wall paper hanging over a lit light fixture almost covering it, as well as paint cans just sitting in the middle of the vestibule. I entered my room and it was nice but the bed sucked, there was a spring poking me in my back all night which caused me to have a crappy nights sleep. The next morning I asked to be switched from my room and made a second and third implant about the wall paper if it had caught on fire we all would have been dead, and not one person cared the night manager and elderly woman was rude and told me she would get to it later. Obviously later never happened. I was moved to another floor where there were no light bulbs in the lamps , no phone in the room and no alarm clock. I called to the front desk and all I got was light blues and a clock still no phone. Later that night I wanted a cold drink, so I followed the signs to the ice and vending machines. When I got to the end of the corridor I found no vending machine and no ice machine just an empty room. So I went to another floor where I found the same thing. I went down to the front desk and asked if there were any other vending machines and I was told the only working ones were on the second floor where all the construction was going on and we were not allowed on that floor due to insurance purposes. So I got no water no soda no nothing.monday morning comes and 8:30 I am awakened by my bed shaking, banging on the walls and ceiling. This went on my entire stay finally the third day I got my phone installed thank god for cell phones and alarms. I had to do my own wake up call, however after Monday I didn't need anything or anyone waking me because I had the trusty renovation crew. 8:30 every morning like clock work, finally I had enough and I called guest services, twice finally on the third try I got a person whom gave me a reference number # 29437334. The rep whom I spoke with on the third go round was very nice and assured me that she would have the guest services manager Jay call me back. And he did he also apologized and told me for the inconvience he would open a priority club account for me and would deposit 25,000 points so that when I come back in A few months I would at least have 1 free night. He told me that he would leave the package along with the card and the membership number at the front desk for me to retrieve when I returned to the hotel that evening. When I returned I picked up the package thanked him and went to my room, dealing with the noise until I checked out on Friday. Well it's August 23rd and I still have yet to have those point deposited into the account that Jay created. When I called customer service the first time on the 7th I was told give it until the 9th. I called back on th 10 still no points and I was told some nonsense story about how it's manually entered in the far east and there had been some flood which caused it to not be credited. She assured me that it would be done in 5 business days . Ha to this day I still have no points, really I the crown plaza holiday inn should be ashamed of there crappy customer service. How do you expect to have customer retention. The hotel is in a perfect location and after renovations are complete I have no doubt that it will be beautiful. But what I had to endure and still have to endure almost a month later is despicable. Crown plaza corp holiday inn needs to give me a free 6 night stay, this will show me that they are 1 sorry for the BS they put me through and 2 it will make me have enough confidence to stay at another one of their properties in another location. The end result of my stay at Brandon was a flat tire on my way to the air port, because the construction crew was sloppy and left there garbage all over the parking lot causing me to roll over a 4 inch screw. Bang up job there guys


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