Holiday Inn Hangzhou Gongshu — Hotel in Hangzhou City

Genuine Feedback- Intolerable & Rude Attitude of KIM JIN (FO Staff/ Duty Manager)

Dear GM Susan, and FOM Danny,

I must reiterate that the above stipulated staff (ie the Duty Manager Mr Kim Jin) has the worst attitude that I have had ever come across in any IHG Brands.

He was extremely unreasonable and dishonest in handling guests request/ inquiry. He lie to us coupled with his very rude attitude in communicating with me which is very disgusting and disappointed. He raised his voice with me which was also witnessed by several of my business associates (Chinese nationality) whom were sitting at the sofa area at the front lobby.

He misled and lie to me on the unavailability of Twin bedded rooms at Holiday Inn Express; he also refused to identify himself (requested for several times) when asked including his name and position, he refused for me to speak to his superior which is the front office manager; he shouted at me over the phone including using of abusive words and harsh tones and hang up the phone etc.

In short, his rude attitude is totally unacceptable, especially he is a Duty Manager. It impacted very badly on IHG brand and the hotel management; and it requires your utmost attention, formal domestic inquiry, subsequently strict disciplinary action will need to be taken including of demotion, final warning and dismissal of leader of such poor quality.

Genuine feedback from Yours IHG Loyal...

The room quite big, coz i have added extra bed so it becames narrow 😅 and the bathroom also quite big. Thumbs up for the house keeping 👍🏻 they cleaned the room very well. Especially for “aunty 曹传卫 “ (if i’m not mistaken the name 😅), preparing our room with a lot of mineral water and room slippers. Breakfast was nice with western and Chinese breakfast. Holiday inn and holiday express are connecting. There was a self laundry room in the holiday express. We have to buy the coin at the holiday express concierge. It costed 20yuen for one coin, but we have to buy 2coins for the washing machine and dryer machine, it ‘s also including the detergent. To get the laundry room, have to used elevator to 2nd floor which is connecting to holiday express. For entering the laundry room, have to used our room card. I’m quite satisfied with the hotel, although it’s quite far from the city 😅 btw there’s a restaurant near the hotel called “奶奶家” (if i’m not mistaken), the food quite good n the portion quite big 😊 near the hotel there...

we stayed this hotel on Jan 31st 2018, when is pretty close to the biggest chinese holiday, what's more, there's a big conference at that time, which makes the hotels are hard to book in downtown hangzhou during that period. well we are fortunate to switch to this hotel, and to experience your great service. i remembered clearly it was a chilly and snowing day when we arrived, and the check in desk of the nearby holiday inn express was consolidated to this hotel. no wonder a long checkin queue was awaiting us. your staff Danny is polite, patient and proficient. He smartly assigned the waiting line and shortly made the crowd done with satisfactory smiles. Another impressive staff is Leo, he is the most caring and attentive staff we ever met, he took the hot water to us, and to the line, which not only warming our bodies but also hearts. sorry for my pretty late review and thank you very much for your great service to us. we really...