Holiday Inn Express Amsterdam - Schiphol by IHG — Hotel in Haarlemmermeer

06.09.2024 Amsterdam. Subject: Complaint Regarding Poor Treatment at Hotel in Amsterdam( HOLIDAY INN EXPRESS AMSTRDAM- SCHIPHOL) Jupiterstaat 262-200

2132 HH Hoofddorp

I am writing to formally lodge a complaint regarding the poor treatment I experienced during my stay at your hotel in Amsterdam on [5/6.09.2024].

Due to issues with EasyJet, my return flight to Switzerland was canceled for the second time, and as a result, the airline arranged for me to stay at your hotel. I was welcomed without any issues yesterday, and today, before 12:00 PM, I handed over the key and informed the staff that I was checking out.

To my surprise, I was informed that the airline had not yet paid for my stay, and I was asked to settle the bill myself. I explained to the staff that I did not have the funds to do so. The receptionist asked me to wait and called her Operation Manager, Mr. [Dario Tasende].

Mr. [Dario Tasende] insisted that I must pay the bill, or else I would not be allowed to leave the hotel. He even threatened to call the police. I informed him that the issue was between the hotel and the airline and that I should not be held responsible. Despite this, he persisted with his threat of involving the police, to which I responded that I was prepared to deal with that if necessary.

After about 40 minutes of being held in this uncomfortable situation, Mr. [  Dario Tasende ] informed me that the airline had finally paid, and I was allowed to leave.

I intend to file a complaint with the airline as well regarding this unacceptable treatment. The manner in which Mr. [Dario Tasende] handled the situation was both inappropriate and unprofessional.  "I feel that I was treated in an inappropriate manner, and unfortunately, this man in charge did not even bother to apologize." "I regret that you treat your guests in such an unprofessional manner. Thank you for your understanding."

Best...

Shuttle bus was advertised online, but mere days before the trip, we were informed it was non operational due to the pandemic. The shuttle bus was the main reason we chose this hotel. We had to take a train and walk 15 minutes with all our luggage. They payed for the train fare on arrival (only 1 stop anyways) but refused to pay the taxi for the next morning (€23) when we needed to catch an early flight.

The sorry excuse for breakfast served to us that morning will forever serve as the bottom tier for comparison with hotel breakfasts I eat in future. 2 pieces of bread like uncut burger buns wrapped in cling film with little jam packets, a wet yet floury apple, and a small pre-packaged rye bread portion. When we asked if there was at least a coffee or tea to go with it, the response we received was "you can go make it yourself in your room", and all said to us like this was completely acceptable and not at all a terrible hotel experience that I payed money for. The current pandemic is absolutely no excuse for such abysmal food

The room was uncomfortably warm at night and the adjustable AC was "locked, central control only". No one answered when we rang twice for it to be turned down. All the windows have handles removed as well, so we had to just sleep with the duvet off.

The batteries in the TV remote were 2 years expired and had toxic residue on the terminals, and obviously did not work. They were nice enough to bring us replacement batteries but how did that even come to happen? They expired in 2018.

When we left, we listed our complaints to the receptionist, and his response was "Yeah look we are sorry, I know it was bad... But it is a Holiday Inn EXPRESS" (like it is our fault for not knowing to set the bar low enough...

Customer Review: Holiday Inn Express at Amsterdam Schiphol

I stayed at the Holiday Inn Express at Amsterdam Schiphol from Saturday, 3rd August 2024, to 6th August 2024, to celebrate my wife's retirement. Our experience was a mix of highs and lows.

Positive Experience: The customer service by the front desk staff during the day was outstanding. They were very professional, kind, and friendly, providing excellent care and assistance. Housekeeping and kitchen staff were also commendable, contributing positively to our stay.

Negative Experience: Unfortunately, our experience took a significant downturn on Sunday, 4th August, around 8:30 PM, due to the behavior of the night staff. The male staff member and his female colleague were incredibly rude and disrespectful, particularly towards us and other Asian guests. The male staff member was especially arrogant, refusing to listen to us and resorting to shouting from the desk in front of other guests. This behavior was completely unacceptable and humiliating. This incident not only spoiled our evening but also disrupted our peace of mind and made us consider canceling our stay and moving to a different hotel.

Overall Impression: While we appreciate the excellent service provided by most of the staff, the behavior of the two night staff members was deeply disappointing and unprofessional. As a loyal IHG member for 20 years, I expect better from the Holiday Inn Express brand. I strongly urge management to investigate this incident and ensure that appropriate actions are taken, including serious customer service training for the involved staff members.

Room 412 IHG Member Stay dates: 03/08/2024...