Holiday Inn MACAU

Checked in on Wednesday afternoon, Nov. 26, 2008 at around 4:00 PM. The desk clerk was very inept at processing the reservation. He seemed to need help from his coworker. Two very misinformed employees tell us there is a sign in screen when we connect to the WI FI network that will take our credit card and the charge is 80 Macau every 2 hours. Whoa . . . ok. Well I just wanted to check email and a couple of forums anyway. When we arrive in the room and turn on the computer, this is not the case at all. The screen requires a password and a ID. So my fiancee calls downstairs to find out where to get the password and ID and they say come on down to the lobby, you can get it here at the desk. She gets there and is then sent back upstairs to the business center to purchase a card with an ID and password for the internet system. When we try and plug in the the password/ID back in the room it doesn't work. After 5 tries, we both go downstairs and the man in the business center who described himself as guest relations tells us they have been having these problems with the cards that are provided by a company called CTN or CTM I believe. So instead of giving us another card to try, Mr guest relations decides to get on the phone and call this company and complain. I already knew what their response would be; they proceeded to blame us, the user. After 5 minutes of listening to him go at it with this company, we asked if he could just give us another card so we could go back to our room. We were very tired. He kept saying just one more minute. Now in my opinion, it's not really our business how the hotel handles this situation with CTM/CTN and don't really care. Why take up our valuable time and force us to watch him deal with this!?! After he gets off the phone, he says he has to send the cards back and won't even let us try another one, because CTN/CTM will get angry. He refunded our money and that was it. I was extremely angry at this point. Two other people were online on their laptops in the business center at that time who obviously got working cards. I find it hard to believe that all guests of the Holiday Inn Macau would be without internet for the next few days. Later my fiancee found out cards for different amounts of time on the internet were available. I am not sure why this inept employee didn't offer us one of those. We would have paid, but it would have been a nice gesture to comp us one for the trouble he put us through. This is not a way to keep customers.