Dear Guest,

Thank you for your feedback regarding your stay with us. It is our goal to provide the very best in service and accommodations and I am sorry that in your case we fell short of our goal.

As you mentioned, the entire Huntsville and surrounding area was without power for a week or more due to the multiple tornadoes that came through the area the Wednesday night of your stay. The hotel did not have power or phone service for that time period and following the outage we were being told by city authorities they were unsure when power might return. At that time we were given estimates of 5-7 days. We did get service back after 4 days and reopened for business the following Monday, although parts of the city and county were without service for several more days. We did decided not to ask or force anyone to leave the hotel (even though we did not have power) if they did not have anyplace to go or were not able to move. We were also available to those who might have had damage to their homes and needed accommodations.

Despite the outage, we did provide housekeeping services each day, providing what service we could under the circumstances, and had staffing 24 hours a day. Our records show that each room was serviced unless requested otherwise. I apologize if your room was not serviced to your expectations. The breakfast bar was open each day with a limited menu due to no electricity and we were unable to serve juice, hot food or hot drinks. On Saturday it did open late due to an unforeseen circumstance with staffing due to lack of phone service. On the night of the storm, we did continue to offer our managers reception and extended the hours, with the help of the emergency lighting, offering drinks, light snacks and cereal because there were no restaurants open. On Thursday evening, we also provided drinks and light snacks since there was nowhere to eat. By Friday there were some restaurants with generators open serving limited menus.

I did contact you by e-mail as soon as the power was restored. We did refund one night of your stay for your inconvenience. We do appreciate you staying with us and I am sorry that during your stay you and your family were so uncomfortable due to the circumstances.

We thank you for choosing Holiday Inn Express for your accommodations. I sincerely hope we have the opportunity to better serve you under better circumstances and we can prove to you our commitment to guest satisfaction.

Sincerely,
Charles Guice
General Manager

Dear Guest:
Thank you for your kind remarks and favorable responses regarding your stay at our hotel. I am glad you enjoyed our Express Start breakfast bar and appreciate your praise of our staff. I will be sure to congratulate all the staff on a job well done and share your comments with our breakfast bar attendant.
We thank you for staying with us and look forward to the pleasure of serving you again on your next trip to Huntsville.
Sincerely,
Charles Guice
General Manager