Read this on the ibis website , Our commitment to the welfare of our customers is simple. Our aim is that they fall asleep soothed, calm and perfectly relaxed. Because a happy sleep, well that's the nicest thing we think a hotel can offer its customers. Sounds lovely but the reality was very different, I booked in for getaway with my boyfriend, I was really looking forward to it, and iv never had a problem with ibis hotels, they always seemed fine, good locations and value for money, This particular hotel did not keep the commitment to customers stated on the web, I can honestly say it was the worst service i have ever recieved in any hotel worlwide, First of all i booked the break and paid for it in advance, as i knew my boyfriend would arrive at the hotel seperately i put his name in and gave him the booking ref, The room was paid in advance, so i was surpriseddealt woth the problem when he called to say he was refused entry to our room because i wasnt there. I rang to see why this happened and to explain my boyfriend was tired and needed to enter our room, to be greeted by the manager Shauna, who without heling me said i would have to hold as she was too busy to help me, i tried to explain that i was driving and about to run out of credit, and my boyfriend was roaming the streets with nowhere to go ( even though he should of been in our paid room ) so therefore i would rather she didnt put me on hold and helped me, she rudely told me she had ten people at the counter so i had no choice but to hold, i asked her to speak to a manager and she said she was the manager and then hung up on me, she did not offer a callback or any assistance, she was extremely unproffesional and rude, When i called back to resolve this she was rude again, defensive and unapoligetic she advised they had made a mistake and my boyfriend could check in, i advised i was unhappy about the experience so far, ie Her rudeness and my boyfriends situation and she basically said she had no time for phonecalls and was "purple in the face that i had insisted on her helping me when she was busy at the desk". Clearly people managemnt and customer service are not a strongpoint, and i was surprised a manager would be so unproffesional. I reluctantly went on to stay at the hotel, That night when we returned home , our clock in cards would not work to access the hotel so we were locked out in the cold, until another guest managed to get there card to work, Then my boyfriend card would not open the door, lucky i had mine. The walls were paper thin so i was awake al night listenin to our neighbours rowing, the room was also overheated. The last few things wouldnt of bothered me so much, but the rudeness of the managemnt and the problem checking in really did ruin our stay. I asked shauna to speak to her manager and she refused , so much for the ibis 15 minute resolution, or the pleasent service, Truely dissapointed. Also no parking and paid 14 pound for 3 short telephone calls, poor value.
- Official Description (provided by the hotel):
- Modern 124 bedroom Ibis hotel located downtown within Belfast City Centre. All rooms en-suite and non smoking. Free wifi in lobby and lounge. Free parking is also available at City Car Park from Monday to Thursday and resident discount is GBP 6 for 24 hours Friday to Sunday. Close to shopping district, business, entertainment and cultural attractions. Odyssey, Titanic Quarter, Victoria Square, Opera House and Waterfront. Breakfast 4am to midday. Café and Bar. ... more less
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- Also Known As:
- Ibis Belfast City Centre Hotel Belfast