It was not the super-thin duvet, the broken heating, the replacement portable radiator, the absence of hotel manual, the people in the next room shouting and throwing things at each other, the non existent lock on the door, the limp breakfast, or the broken lift that made my 3 night stay one of the worst I have ever had at any hotel ever, anywhere in the world....it was the unbelievable rudeness of the staff. The least important aspect was the lack of welcome, the most important was what happened at the end of my horrendous (and freezing) stay. On checking out, I handed in my key card, telling the male receptionist I had incurred no charges and i wanted to check out quickly. Rather than serving me quickly, he told me to wait right there while he checked as he did not want to be chasing me into the car park for retrieval of funds. The implication was clear: I was pulling a fast one. I looked him square in the eye and assured him I was honest. His answer was "Well, you never know". After I had had it up to here with all the inconveniences of a stay in a "hotel" which I thought would be clean, in good order and welcoming, I had had enough. Instead of challenging him on his service skills, I just turned and left, disheartened and desperate to leave. I have stayed at Grays (part of the same group, although you would never know) at least 4 times before and have found it to be a charming, warm and fully functional place to stay on business. The International needs to wake up if it is to compete with the staff and ethos of Grays. That said, I will certainly never be back to check on progress. Grays from now on. Every time.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
8 February 2012
Thank you for your review, we have tried to make contact with you directly as we would welcome an opportunity to apologise personally for the poor experience that you had. To readers, please be assured that this is certainly not indicative of our usually high standards of customer service which is something we care about passionately at the International Hotel and Southwater Event Group as a whole. This can be read about in other reviews which makes this very disappointing, not just for this guest, but for us as a hotel and please be assured that this guest's concerns have been addressed.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC