Holiday Inn & Suites Tianjin Downtown — Hotel in Tianjin

This is definitely the most ridiculous hotel I have ever seen in my life.

Two week ago when I was trying to book a room the calling center told me the “flexible rate” was not refundable. If the “flexible rate” was not refundable, then what’s your definition of “flexible”? Being refused by the calling center and realizing this might be a mistake by the hotel, I began to try contact the hotel with the phone number they left on their website and that’s the beginning of this nightmare.

Interestingly enough, I dialed the hotel’s number but it turned to the IHG calling center. I thought I dialed a wrong number so typed in the number again. And once more it turned to IHG calling center.

How could this happen? The operator at the IHG calling center also had no idea. I asked the operator to contact the hotel for me. But unfortunately, the feedback from him was he was turned to the calling center as well when he tried to contact the hotel.

I told him he should have a telephone book of staff of IHG, and this could help him to find someone at this hotel, or he must have some colleagues who knew someone working in Tianjin, even in other hotels, to help to find someone. But this operator refused my request and turned me to the customer relationship specialist. Finally, with the help of the customer relationship specialist, I could talk to someone at the hotel, from whom the message I got is “We cut down the calls in at night and turned all of them to the calling center intentionally, as we think it’s more convenient for them to book a room with the calling center than talk to the front desk.”

My Gosh! This is not only extremely inconvenient but also very dangerous. Imagine for some emergency purpose, you are looking for a relative or colleague who lost contact with cell phone and you know he stays at this hotel, this hotel’s telephones are not working at all.

I asked the girl at the hotel to consider some compensation for the more than one hour time I wasted on this funny telephone issue, but the hotel didn’t contact me at all, though I thought Spire Elite is important to an IHG hotel.

So though I have got a room at Rits on the same day I stayed at this holiday inn in Tianjin, I still booked a room here to have the right to write down my reviews, to let more to know how funny reason they have to close down the telephone system at night. Very probably, in their real mind, making money (booking rooms with calling center), is far more important than offer service who already pay and stay at...

the room electricity was trip in the afternoon time about 4pm and I told the front desk staff to send a technician for checking and repair. During the conversation with the staff, clearly mentioned to the staff that myself as the Diamond elite member but I can still see he is not focus on what I said and I even repeated the case to him and ask him whether he need to put down the remarks before I left the hotel for business appointment dinner. But He seems like over confidence on memories what I told him and just ignore me. Being no choice and I have to leave for appointment.

When back to hotel at 10:30pm, the room electricity is remain the same and no technician ever check or repair it. I'm so frustrated and confront to the front desk on why no body take care of it since after so many hours. The reason as they said is technicians were busy with their work, and this is absolutely a lame excuse. I highlighted again to them on I'm the diamond elite member and need this to be solve immediately. The staffs offer me to change to another room which is such a ridiculous suggestion because I have a flight to catch on the next morning 9am where I will need to depart from hotel at 6:30am. I need to do my packing of my luggage asap. After waste time for explanation to the front desk staff again, they finally start to take action to call technician. After I wait for 3 minutes, a technician come to my room and fix the problem within just 5 minutes.

Such a simple action which can solve the problem within few minutes, but can't believe such IHG group hotel can caused this super unpleasant experience.

The management should really look in to this case.

Although every time will received such email on writing the stay survey, but I don't think IHG group will really take the feedback seriously. If whatever customer feedback is being take care, as a diamond elite member for years who encounter such worst staying experience, I should expect some email reply or direct reply from the hotel management on this complaint

** All other staffs example like in the restaurant, room service cleaning, etc... are excellent, but only the front desk...

We enjoyed our stay at this hotel very much, and found it great value for money. The check in staff were very friendly and spoke good English, and we were given free welcome drinks. The room was very warm and comfortable. There was plenty of choice at breakfast. The location is great with MacDonald's, Starbucks etc nearby and a Carrefour a couple of minutes walk away.||||Things we were disappointed about were:||1) the fact that the pool was closed during our stay, though I understand they have to do maintenance sometime.||2) the cooked items at breakfast were cold, and though a member of staff did come to our table to get our feedback on that the first day, it was still cold on the second day.||3) when I had an accident (nothing to do with the hotel) and needed a wheelchair to get from the car to my room, the staff were confused and not particularly helpful, so it seems like they are well-trained in certain procedures (check-in for example) but as soon as something else happens they find it more...