Review of Holiday Inn Winnipeg 3*

I will start with the positives: We have 3 small children, so the Pirate Island play area and pool were a huge hit! The rooms are a bit dated, but were clean and fairly typical size for a hotel room. The Kids Eat Free is a nice bonus, and the food was good at Bell Bottoms Restaurant. Most of the staff were great, very friendly and welcoming! Last night at midnight we get a knock on our door. It was the maintenance manager. He was concerned the air conditioner in our room was leaking as there was a leak outdoors. He was very respectful and came in quietly to check the unit. It was indeed leaking ALOT. He attempted to turn off the valve (again quietly, and he never woke our kids). When he wasn't able to remedy the issue he informed us we needed to be moved from the 2nd to the 11th floor. So, we had to wake our 3 sleeping kids (under age 5) and move all our stuff in the middle of the night. He put us in a suite, which was nice and was helpful with moving our things. He informed us our night would be complimentary and he wouldn't be surprised if we were given a free stay for our next visit. Now for the negative: We had the worst customer service experience ever with the front desk manager this morning. When my husband went to check out the staff provided him with a bill for the nights stay. My husband kind of chuckled and asked to speak with the manager. She was extremely confrontational with him from the get go. Never once did she apologize for the major inconvenience. My husband explained how he knew the leak was not anyones fault but it resulted in our night being a disaster as it took hours for the kids to settle back to sleep. She felt that since they had upgraded our room for the remainder of the night we should be satisfied. When my husband informed her of what the night manager had told us she all but called him a liar. After my husbands persistance she agreed to clear the charges from last night. When he asked her for the manager was was very disrespectful but finally gave my husband her card. Overall a very frustrating experience! We were very understanding of the fact that sometimes mechanical problems happen. We did not complain about the situation, we just felt that we had paid for a room that wasn't really provided so felt we shouldn't be charged for our stay. The front desk manager was extremely confrontational and not accommodating in the least. She was actually downright rude, and treated us as though we had done something wrong. Very disappointing end to our stay.