Firstly, let me start by saying I am a IHG gold elite member. I regularly stay in IHG hotels and choose the brand for their facilities and service. I spend numerous nights in their hotels every year for both business and leisure trips and have never had cause for complaint.
My wife and I checked into this hotel for a one night stay on Christmas Day. We arrived late and were checked in by night staff. Maybe they were annoyed by having to work on Christmas Day but whatever the reason there was a distinct lack of effort to welcome us. We were told the vital information but no small talk was even attempted. Even a simple 'hello' and 'how can I help' would have been nice let alone a 'merry Christmas'!
The rooms here are well appointed - the bathroom especially is very well equipped. However, we found the bed to be extremely uncomfortable (and don't appear to be the only ones judging by the reviews on here) and were constantly rolling into each other in the night as it dipped significantly in the middle.
We ate breakfast in the hotel on boxing day morning. Breakfast was basic but is offered for free so can't really complain. Whilst eating we observed two members of staff on reception whilst one lady was running around in the breakfast area like made trying to keep on top of everything. Of the 2 ladies on reception, one simply sat and stared into space whilst the other attended to each guest that needed assistance.
When we checked out we were not asked how our stay was so again no pleasantries or small talk. As my Gold Elite status was not acknowledged at check-in I asked the lady that was checking us out for my bonus points voucher. I was astonished at her tone and attitude in her response. She effectively accused me of lying by saying she did not know I hadn't been given the voucher at check-in. I assured her that I hadn't but she just repeated herself in a louder more defensive tone. When my wife asked if she could look into it and get back to us she responded by saying that she would try but would not be seeing the night staff so probably not! We paid and were presented with/had our receipt thrown at us and left. No thank you for our stay or even a goodbye! A fantastic way to treat any guests let alone a top tier member of your rewards club!
In my opinion this hotel has the facilities to be an excellent hotel in an area in which other hotels are very average. However, the staff are definitely letting it down at the moment. Asking a guest how their stay was is a basic skill. Maybe a customer service training course would be of benefit here?
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- Also Known As:
- Holiday Inn Express Harlow Essex