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Poor Hospitality Knowledge lack of Empathy

Holiday Inn Brighton The issue that I have experienced was hope this email finds you well I am writing to express my deep dissatisfaction with the service my family and I received during our recent visit to your hotel As Diamond Elite members we had high expectations for our stay but unfortunately those expectations were not met Upon arrival we approached the front desk to inquire about an early check-in However we were met with a lack of attention and professionalism from the Easter European staff member on duty When I tried to highlight the benefits of being a Diamond Elite member I was met with a rude and dismissive response This left us feeling disheartened and undervalued The guest in that room is also a diamond Member Furthermore when we returned to the hotel after a two-hour wait around 14 30 we were informed that our room was not ready This was already past the standard check-in time which led to further frustration Another front desk staff member who was only five minutes away from the official check-in time of 15 00 informed us that the room was still not prepared I couldn t help but feel confused and disappointed by the lack of efficiency and organization Despite the growing queue of guests waiting to check in no effort was made to address our long wait or acknowledge our tiredness after a long journey The duty manager seemed equally unaware of our situation and was unhelpful in facilitating our check-in process This lack of empathy and assistance only added to our frustration Ultimately we made the decision to walk away and cancel our stay for the night The inconvenience caused to my family and me was significant and it is disheartening to witness such incompetence and a lack of understanding about the hospitality industry We felt let down and believe that this experience falls far short of the standards expected from a hotel within the IHG portfolio I sincerely hope that this incident is addressed promptly and that measures are taken to ensure that such situations do not arise in the future As a loyal customer I had expected a much higher level of service especially as a Diamond Elite member Regrettably this experience has left us with no desire to return to your hotel in Brighton or recommend it to others

Stayed at the Holiday Inn hotel

Stayed at the Holiday Inn hotel Doncaster Being a coeliac and therefore requiring an absolute gluten-free diet which the hotel had assured me was available when booking it was disappointing to find that a gluten-free menu seem to be hard for the staff to find The gluten-free menu was only 2 3 of the size of the normal menu And I asked the server to check that the chips supplied with the steak and other meals were cooked in a fryer that was only used to cook chips or other gluten-free products so as not to be contaminated with gluten The answer that came back from the kitchen was somewhat shocking Confirming that the fryer was used for everything and was therefore contaminated If I had not made this enquiry I would ve simply ordered the meal expecting it to be gluten-free as stated and would then have suffered pain and discomfort for the next five or six days I would suggest that anyone with any form of allergy seriously consider whether they stay with this hotel chain as the standards in the kitchen Do not match those advertised by the hotel group Toast at breakfast could be supplied by the provision of gluten-free bread but unfortunately could not be toasted in anything other than the standard rotating toaster which was smothered in breadcrumbs Therefore gluten-free toast was off the menu The staff seemed not to know or care about this So pretty disappointing It does leave you wondering what else this hotel chain may advertise but then would be unable to facilitate

I am specifically speaking the Holiday

I am specifically speaking the Holiday Inn on Bath Road Heathrow London Called Holiday Inn Express from Aberdeen Scotland airport before heading to London for a 15 hour layover to ensure a room for a shower and rest Was given the address to bath road Cost 40 00 for the taxi to get there Cold Tired See its a regular Holiday Inn Went to desk Naturally no reservation since it was not an express Front desk help was USELESS They should ALL be fired Told me use the courtesy phone for a taxi Phone was falling apart and couldn t hear poor English speaking person on phone All I got was a NO taxi available for 4 hours So called back the express asking to book us at the Holiday Inn since we only had 7 hours until we needed to be back at airport They wanted another 60 00 So we sat 5 hours on both our phones trying to find a ride in a country we have never been in with NO help from front desk It cost us another 45 00 for an Uber to get to the express They were nice enough but no food ANYWHERE I walked barefoot next door and spent 50 00 on food I didn t even know names for Not one person could order me a pizza since apparently entire city of London has zero rides nor food We are elderly Highly dissatisfied Yes we are loyal members

Appalling service at Holiday Inn jn18 M1 Crick

As an Elite Member of IHG I recently booked to stay at Holiday Inn off M1 jn18 Crick - arrived to find they had no room for me - The person at Holiday Inn just shrugged their shoulders and said it is just what it is - they dispatched me to another hotel not in the IHG group - the other hotel had no food available I was charged for the stay When I finally got to my room in the other hotel it was around 10pm - I had an important mtg the next day - so not good preparation I used the IHG app to post feedback complaint - the person responding took all the details and promised to get a formal response within 48hrs 6 days later there was no feedback so I contacted IHG again through the app- after having to provide all the details again even when I provided the reference they gave me 6 days earlier I was simply told to call the hotel to speak to a manager but had to wait on the guest line So really abject failure by the hotel at Crick and by the contact us part of the App - I suggest to anyone do not stay at this hotel - tbh my experience at other IHG hotels has been much better it s just this particular hotel jn18 M1 Crick which has appalling service - won t be staying there again Still awaiting their response through my requests on the app contact us facility - so that doesn t work either

Absolutely horrible Afternoon Tea

I bought a voucher on Groupon for an Afternoon Tea at the Holiday Inn Manchester City Centre We arrived on time and expected to receive our food fairly quickly but the service was very slow We were given our sandwiches etc and then had a long wait until they brought the cakes I asked about the Prosecco which was part of the deal and was told they do not do that now The nicest part of the whole thing was the chips My friend is a Pescetarian and she got a lot less than me We both agree that it was the worst Afternoon Tea we have ever had in Manchester The cakes were a joke 3 thin pieces of Meringue with a little bit of something over it Two very small scones and a piece of plain cake with a strawberry on top Last year we went to the Midland Hotel twice Slug Lettucr twice Piccadilly Hotel twice and Revolution twice all on deals They were all far superior to the basic crap Afternoon Tea we got in the Holiday Inn We would definitely not recommend going to Holiday Inn its absolutely dire I have only given it one star because I couldn t give a review with no star

Don t use Electric Chargers at Holiday Inn Gatwick

I used the Holiday Inn Gatwick to charge my electric vehicle after landing at Gatwick in the evening It was dark and I had no charge literally 2 miles so found the chargers at the Holiday Inn and was relieved to be honest But a few days later I received a parking charge from ParkingEye based in Chorley CEO is Philip Boynes charging me 100 because I didn t purchase a parking ticket I have never experienced this before They say there were notices but it was dark and I was alone so I didn t get out of the car only to plug in and start the charge Please all be careful and don t use any chargers that are in hotel carparks as not only will you be charged for charging your car you will be charged for parking Strange I have never heard of anyone having to pay parking charges to put petrol into their car

I stayed at the holiday inn express in

I stayed at the holiday inn express in Oldbury West Midlands Although parking was free for guests I got a parking ticket which the hotel got cancelled supposedly as although I had an email saying the ticket was cancelled Then the parking ticket was passed to solicitors who demanded payment I contacted the hotel and they said they had contacted and was sorting this out I now have a county court judgement against me for a debt I do not owe I have sent proof to the solicitor and the company who took me to court but get no response Do not stay at this hotel unless you want no end of aggravation and debt you don t owe

West Chester Ohio Muhlhauser road

Stayed at the Holiday in in west Chester Ohio on muhlhauser road and also had our wedding there It was a disaster They didn t give us the bridal suite as they promised and when we arrived that morning to decorate for the wedding we couldn t due to the previous party had left all of their things there Wedding was completely ruined And their staff was absolutely no help

THE IHG group do not care about its

THE IHG group do not care about its customers I recently booked a 3 day stop at the Windsor Holiday Inn to allow me to support an English Schools event I live in Leeds a 400 mile round trip I am retired and my support is voluntary However I could not attend due to undertaking a biopsy for prostate Cancer I now await the results The hotel would not refund saying they understood my problem - How can they understand what I am going through Even after asking for proof of my Hospital appointment The promises to call me back were not received I have spoken to 6 different people who just want to pass you from pillar to post Heartless faceless