“Terrible service... Hope it's a fluke?”
Long story short, the woman I was greeted by at the front desk treated me horribly. Terrible customer service. She made a mistake (which I get, it happens, not a big deal) and did not see that I was a platinum member when I inquired about a room upgrade. When I attempted to explain to her that I was indeed platinum, she was very rude about not being able to do anything. She said there would not be a manager on duty until 11PM, and that her manager could do something then.... um what??!!!! When she finally gave me the key, she told me that she had shown that I had been upgraded. However, when I got to my room, I clearly had not been. Even just a simple bump to an executive room would have been fine, SOMEthing. I called IHG to address the situation, as I have learned that in many situations, that is the only way to get something done efficiently with a company, talk to the next level up. And since the manager wasn't there, that was my only option.
I then received a phone call from the receptionist... not to apologize for the mix up or to offer an upgrade, but to YELL AT ME FOR CALLING IHG!!!!?!? Never in my many many stays at a hotel have I ever gotten treatment like that from a FRONT DESK AGENT?! She ended the conversation with a sarcastic comment followed by "Come again?!," and then proceeded to hang up the phone before I could even respond. I spoke with IHG as I was on hold with them whilst this conversation was occurring. I proceeded to go down to the lobby to try to calm down the situation and hopefully get a solution.
I first apologized because it must have been a miscommunication. I never once, got ONE apology, not even an offer to fix it. "So you want another room? That's what you want?".... As the hotel was almost empty, and I am a platinum member.. yes... sure... but at this point, I just want good customer service. I couldn't care less at this point what room I have. When I confronted her about the way she had been treating me, citing the specific example of the phone conversation, it happened that another guest was there to hear it all. She of course denied what happened. (Also, after I left, she talked about me in French to the guest.... Guess what, I understand enough French to understand when someone's talking about me...)
She then insulted me and continued with the sarcastic comments. When she asked, "And the room you're in now, you've already used things in it?........ "Of course you have..." She replied, without even giving me a chance to answer. (Which of course, the answer would have been no. I sat in the chair, that's it.)
For the hotel itself: a decent airport hotel, but very slow shuttle service. Says "20 minutes" but took me almost an hour from airport to hotel. For what the prices I've seen for this hotel, go with the Hyatt Regency (Which I stayed at on the night of my inbound flight). Separate dedicated shuttle (not shared like this one), incredible customer service, and a much nicer property. I even paid less than what this property was going for.
All in all, LITERALLY the WORST hotel experience I've EVER had, and I've stayed at a lot of hotels all over the world from big to small.
All that to say... hopefully it's just a fluke with the personnel. I decided to not give the hotel any money for dinner or drinks, so I went to "The Place" a restaurant just near the hotel, and the Marriott right next door for drinks. If you stay near the airport, choose another hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 5, 2013
Dear Mr Joey P,
Report response as inappropriate
Thank you for taking time to explain us the situation.
I sincerely apologize about what happened yesterday.
Please believe me when I say that this is absolutely not representative of how we take care of our guests.
When I read your comment, I was so alarmed and felt so sorry for the terrible welcome you had: the front office agent behaviour is not tolerable.
As we definitely cannot accept such behaviour, I forwarded your feedback to her manager who will contact you and to my general manager.
We are taking the situation extremely seriously.
I really thank you that you tried to give her another chance in order to find a solution and imagine how disappointed you were, seeing that there were no changes.
We all know that we have to provide you, and each of our guest, the best exprience as possible. Especially as you are a loyal user of IHG properties, you deserve recognition.
Once again, I sincerely apologize and hope that you will give us another chance to proove that our hotel knows how to welcome and provide a best guest experience.
Thank you again for this comment which help us to provide a better experience for every guest.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.