4/10 Poor
DOUGLASS
19 Sept 2024
Liked: Cleanliness
Disliked: Staff & service, amenities
Not a good guest experience. I DO NOT RECOMMEND STAYING AT THIS HOTEL.
The hotel has a pleasing appearance; however, the management staff is highly unprofessional. The MOD during my stay was rude and abrasive. Prior to my arrival, the Mgr. On Duty phoned me to ask my arrival ETA, but actually HUNG UP as I was replying to her and attempting to get addl. info. My room's "blackout drapes," which were denoted as amenities online, WOULD NOT CLOSE (*I have photos & video), and the light negatively impacted my ability to get to/stay asleep.
At checkout, I was told the hotel's GM would "be at work on Monday," so I left my contact info. w/the same MOD & desk staff, w/a request that the hotel's GM contact me ASAP. After 3 days (a TUES.), I had not been contacted by the GM, so I emailed her my concerns/complaint about my room, guest experience & the unprofessional MOD; I received an automated email reply in which the GM noted, "I am on vacation and will be out of the ofc through Monday" (actually the day before?!). 2 days later, I contacted IHG Hotel's Corporate HQ to formalize my complaint and request the name/contact info. of the hotel GM's immediate supervisor (not given). I was redirected to the original GM, who sent me a 2nd email: "...Please allow me the opportunity to review your reservation and stay, and then get back to you in detail."
One week (7 days) later, I STILL have yet to have that GM "get back to me," or provide me w/any of the info. that I requested.
DOUGLASS
Stayed 1 night in Sep 2024