I recently stayed at this hotel for just under a month for work and I was disappointed on many levels. Most of the staff were very friendly and did their best to make the stay enjoyable even if there were small annoyances like inconsistencies with housekeeping, no ice in the soda machine, and inconsistent quality of the manager’s reception (mon-wed).
My chief complaint and main cause of disappointment with this hotel started one morning when I noticed my AC was dripping water. On my way out to work at 7am I notified the front desk and they said they’d take care of it. Upon my return at 7pm after working all day in heat, I returned to my room and found the AC dismantled and the window open, leaving my room about 90 degrees. Completely dismayed, I called the front desk and told them about the situation. They said they were aware of the issue and the mechanic told them the AC would need 24 hours to defrost. I said that this was unacceptable- if they knew my room was inhabitable for the night, why did they never tell me? They have my email address and cell phone number, all they had to do was contact me so that I could either get another room at their hotel or check into a different hotel.
To remedy the situation, they offered to let me switch rooms but I initially declined because I had just unpacked all of my belongings for the extended stay and didn’t want to pack and unpack them again. I let them know I didn’t want to change rooms for that reason and if I did move, I wasn’t moving back. The woman at the front desk agreed and moved me to a nearby 2 br room that was clearly too big for one person, but I had no other choice. So I packed my belongings, moved to the new room, and unpacked them again. I left the next morning for work at 7 am and returned at 7pm to find my new room locked with all my belongings inside. I rushed down to the front desk because I had a business meeting at 7:30 pm. After waiting several minutes for someone to show up at the front desk, the manager appeared and informed me that the room switch was temporary and I had to switch my room back because he “wasn’t giving me a 2br room for the rest of my stay”. I asked him that if they knew my belongings were still in my room why didn’t they just contact me to clear things up, instead they locked my things inside the room and made me 30 minutes late for my meeting. When I pressed the manager for answers he said, “I can throw some points on your account if that makes you feel better.” At this I was completely insulted and walked away from the manager.
After contacting IHG online, the disrespect and lack of communication continued. I wanted to talk to someone about improving communication at this hotel and get reimbursed for the night my room was left inhabitable and for the time it took me to change my room multiple times. Instead I was met with pre-canned answers from robotic customer service representatives (they didn’t even take the time to remove the pre-written text from their email [photo]). For all of my trouble the threw 20k points on my account which gets me absolutely nothing and shows they don’t plan to improve the communication at IHG or this particular hotel. Through my company, I spent thousands of dollars at this hotel and next time I will be taking my business to the Hampton Inn next door.
