Guest User
February 27, 2023
When I arrived, there was chocolate milk spilled in entryway, but the lady at the front desk was welcoming. Upon walking down the hallway to my room, there was red vomit on the floor. We had to walk around it to get down the hallway. We had been traveling for 6 hours and wanted to get some sleep. The room did not have soap nor kleenex. There was black fuzz on the carpet. The heater made a crackling noise, the fridge made a knocking noise, the television had about 9 colorless circles on the picture when you were watching it. When we got up in the morning, the bathtub did not drain when you were taking a shower. When we were checking out, I spoke to nice young lady who took my name and phone number because I wanted to speak to a manager. I also told her at that time all the problems with the room. She assured me that a manager would call me back after she arrived on the property at 8:30am. After leaving I called IHG, who was very accommodating and apologetic. They told me that the manager would be contacting me also. A manager never called me. I actually called the manager after waiting 2 days. The manager was not apologetic at all on the phone. Initially, she told me that she didn't have my phone number and that she emailed me and I responded. Since I didn't receive an email, nor responded to anything, I asked her what email address she used. She couldn't give me one. So, when I asked her again about the email, she told me I was shouting at her. Upon asking her a third time about the email, she told me that she responded to an email from IHG, and it was IHG's job to send me that email. She then told me that she called me and left a message. Since I received no phone call nor message and since she told me at the beginning of the phone call she didn't have my number, I questioned her about this also. She claimed IHG gave her the wrong phone number to call. She also said several times during the phone call that because I called IHG, this is the way it has to be. She never apologized for anything until I asked her for an apology. I caught the manager in 2 lies. She lied about emailing me, and lied about calling me. This is 100% unacceptable. As a manager, you should own up your mistakes and apologize for your lack of customer service.