Alex N
March 28, 2024
Dear IHG Board of Directors, I am writing to lodge a formal complaint about a front desk employee, Bill, who uses a walker and recently displayed unprofessional and insensitive behavior. During my stay, when the vending machine was out of order, I approached Bill for a bottle of water to take with my heart medication. Despite the weather being below freezing and my lack of appropriate attire, he refused me service, stating bottled water was exclusively for diamond members and suggested I visit a gas station across the street. The water in the hotel is not drinkable due to York being a superfund site. After offering Bill $10 for the bottle of water to avoid needing to venture into the cold, he snarkily replied "water is not available," despite several bottles clearly being visible behind him. His response was not only unhelpful but also dismissive and rude, a concern given the potential health risk in light of my medical condition that his suggestion posed. This incident falls well below the expected standard of customer care at IHG. Thank you for addressing this matter. Alex