Dear Mr Vinay;

Thank you for taking the time to tell us about your experience at Holiday Inn Express BARCELONA - CITY 22@.

Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

Again, thank you for choosing Holiday Inn Express, and if I can be of assistance to you, please contact me directly at 0034 934338400 or express.barcelonacity@continentalhotels.eu.

Dear Mr. Adrian D.

Thank you for your comments regarding your recent stay. All comments are very important for us because it helps a lot to improve our service.

We regret that you were not able to rest as you expected due to the noise made in the room next to yours. I don't know if he contacted reception or not, because we could have checked if we had availability to try to change his room.

We are very happy that you felt well cared for by our staff and that you found the facilities clean.

Thank you again for your comments and we hope you give us a new opportunity in the future.

Best Regards,

Carme Trullols
GSM

Dear Haykolzmir,


Thank you for your comments about your reservation made through Booking.com

Unfortunately, as I informed you by phone and also by e-mail through our Guest Relations department, your reservation was made through Booking.com and choosing the prepaid rate that offers a cheaper rate but with certain restrictions that do not allow change dates or process refunds.

As Guest Relations from IHG informed you, when making reservations through a third-party intermediary such as Booking.com, guests pay them directly as agreed upon at the time of their reservation confirmation, in this case to Booking.com

That is why unfortunately we cannot make refunds or process change of dates. We have different rates at the hotel and if you had chosen the flexible rate, it allows cancellations with a minimum of 24 hours, but not with a prepaid rate.

Best Regards,


Carme Trullols
Guest Service Manager

Hi gabejol,

Thank you for selecting IHG Hotels & Resorts for all your travel needs and for staying in Holiday Inn Express Barcelona- City 22. Here we strive to provide quality essentials, delivered with depth and highlighted with purposeful detail.

I read your remarks and am sorry you found our property not to the standards you are accustomed to from a quality chain like ours. I understand your sentiments and thank you for allowing us to look into these matters. We did not want our guests to experience these issues, and with this in mind, I distributed your comments to our area managers. We have taken immediate action to avoid this from happening again.

When you have time, come and visit us. I know you will enjoy the new changes.

All the best,

Oscar C.
Case Manager
IHG Hotel & Resorts Services