My husband and I, along with our 18month old decided to travel to Indianapolis to visit the Children's Museum and Zoo. I called the generic reservations line and was told by a gentleman we would be most comfortable at the Crowne Plaza due to recent renovations and close proximity to the zoo (our other option was the holiday inn). He gave me a confirmation number and I confirmed verbally the name and location of our hotel. When we arrived at the hotel, I noticed two ladies working at the front desk. One was checking in customers and the other seemed occupied with the phone and/or paperwork (not sure what exactly). I waited my turn and then met Gloria. She asked me my name and could not find my reservation. She asked for my confirmation number (which I had mistakenly left at home over 3 hrs away). She told me there was nothing she could do without that number. I understand it was my fault that I did not have that number, but it seemed as if she wanted nothing to do with me at this point. I explained to her the conversation I had with reservations. She then stepped to another phone to make a call when a man approaches the counter dressed in business attire. The other woman at the desk drops what she is doing to assist him (when I had waited before). So apparently you need to wear business clothes to be more quickly helped there. When Gloria returned she told me my reservation was at the holiday inn at a different location. She did not offer to help us in any other way even though the mistake was made on the reservations part (holiday inn and crowne plaza are the same company and use the same system for reservations). It was her general attitude and demeaning nature that really had hurt my feelings. She wanted no part of helping me. I then asked her if she could give me directions (since she was not going to offer to do anything else) and she told me she did not know how to get there. She turned to another guy that walked up and asked him but at this point I told her I'd use my phone and figure it out. I went out to the car and told my husband who went back in and got the manager. He apologized and did give us directions to the holiday inn. By now too much time had gone by and once we traveled to the holiday inn (about 15-20mins away). We were unable to go to the zoo (we'd only have 2 hrs there). I felt this mistake was made on their reservations line and they made no effort to make up for it. Not impressed to say the least. The last thing you want is to be talked down to when you are trying to get away for a fun family trip. Definitely ruined our experience. Will not be staying at any Crowne Plaza for future travels.
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