Booked a room for myself and two young children for 2 nights in February 2022. Requested a room on the highest floor and extra pillows as guest preferences-received neither. Requested these in advance as I knew we would utilize the sofa bed. Sofa bed had broken wood sticking out of the bottom and the mattress wouldn’t unfold flatly. Day 1- hotel pool was overcrowded and kids were throwing misc items throughout the pool area so you couldn’t even be in the pool room without having to watch your head from things flying around. Told the front desk, they said they would follow up and agreed that wasn’t appropriate, 30 minutes later, still occurring. Day 2- room toilet stopped flushing. Called and visited the front desk, was told maintenance had a lot of rooms to take care of so it would likely be a while. Asked about changing rooms and was told none were available. Emailed the contact email on the IHG app about changing rooms due to not having a bathroom available, still no response as of today. Checked out yesterday. Night 2- dog parking in the room next to ours. Called front desk twice, they said each time they would send maintenance to look into it. Could also hear a man in the room yelling at the dog to shut up. Tried to go back to sleep, woken back up at 11:45 by the dog barking and the man yelling. Called the front desk and asked about moving rooms or if they could please do something about the dog and asked if the dogs were allowed to cause a disturbance, no response about the dog but she said yes they could move me. So myself traveling alone with kids had to pack up all of our belongings and move in the middle of the night. Was told on the phone the room would be on the 8th floor. I said I didn’t think there were rooms available on 8 and she said “there have been plenty of rooms on the 8th floor available this week.” I was told at check in my preference for the top floor could not be accommodated. Had an 8 year old that couldn’t sleep after moving rooms, got to the second room and the remote to the TV didn’t work. Checkout day- was given a $20 credit to the attached restaurant for dine in only. Told the front desk we wouldn’t be able to use that, which I’m assuming was some sort of compensation for having to move rooms in the middle of the night. She said ok, we’ll take that back then. I asked if it was normal to not make the guests with the disruptive animal move rooms versus us. She said no, we usually just move whoever complains. I was exhausted from not getting much sleep either night. The kids and I each felt itchy in both beds, I couldn’t visually identify anything and we don’t have sensitive skin but it’s as enough at times to wake me up. I’m not sure what happened to the hospitality business but being offered nothing after expressing frustration at the stay multiple times by phone and in person at the front desk then even at check out being told I was moved since I was the one complaining. Honestly it just sucked. It was exh
Excellent
99 Reviews