Dear customer services representative from IHG rewards club and Owner of HI Hammersmith, My family and I had the misfortune of staying at the Holiday Inn Express Hammersmith in London from 1st September to 2nd September in room number 340. During the checking-in process, I have encountered the most unsatisfactory, rude, and disturbing services in my lifetime that I think you should know of and hopefully do something about. First of all, we arrived at the hotel at 14:50. Upon arrival, the lady who was responsible for checking in, mentioned to me, all guests would have to wait for another 15 minutes before checking in. I was puzzled, and enquired the root cause to the problem, at the same time, trying to come out of an alternative solution (which they should have done this), asking as a diamond member to IHG rewards club, if the hotel can prepare the paperwork, take the credit card information first, and assigning a room can be delayed to a later stage? This is because I had to rush to north London to pick up my son. The reception lady replied very bluntly, without any sympathy, “We cannot do anything and usually your room won’t be ready until 4PM, we already move forward to 3 o’clock.” The room check in time should be 3pm not 4pm, this was stated in the hotel policy and in the booking email. I was not satisfied with her attitude and explanation. I don’t mind she told me the true reason, for example, the hotel is understaffed or they had a group of international tourists a night before who all have late check out. However, covering the true reason, finding an excuse does NOT reflect the expected level of customer services, which damage the integrity of services staffs and brand image. So I began to challenge her explanation, hoping to get a satisfying explanation with controlled and still firm voice. At the point, the duty manager Jas***e came by, instead of trying to calm the customer down, and asking for the reasons to resolve the problem. She behaved very aggressively (holding her head up, with her very arrogant face and body language) and being very judgmental, started to shout to my family (including my 8 year old daughter), in front of many other customers waiting in the lounge, ‘I dislike the way you talked to my colleague’, blaming me to be very arrogant and impolite to her colleague. In a matter of fact, I merely was very firm with my voice and unsatisfied why she said the check in should be 4pm, and refused to do anything to save a few minutes. She said the customer she was dealing with, has a diamond platinum status, if he can wait, why not me. I corrected her, “diamond is the top level of IHG club membership. What I am asking here is if I can check in early, at least fill in the documents and bank details, as I am in a rush.” She pointed out to all customers waiting in the lobby, “You have no privilege than anybody comes earlier than you.” I was not trying to take privilege as I explained before. It seems because she is the duty m
Very Good
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