Holiday Inn Express Bath by IHG — Hotel in Bath

Originally sent to hotel email address on 13/10/24 and no response received by 17/10/24.

FOR THE ATTENTION OF THE HOTEL MANAGER

Good evening,

We have just returned from a one night stay with you and we felt thoroughly let down this morning regarding the breakfast arrangement.

Background, I am an IHG member XXXXXXXXX and average around 60 business nights in hotels pa. Some of these are with IHG Group and I’ve never experienced the shambles in any hotel, IHG, or other that we did this morning. This was not what I would expect, or have experienced from IHG Group.

We came down for breakfast around 9:30, the dining area was reasonably busy and your colleague seated my wife and I promptly.

She advised that there was around a 2 minute wait at the servery.

I went to get coffee and juice for us; no juice, no white coffee.

My wife joined the queue for the servery. At this time there was no food on the servery, no hot food, no pastries, no bread, no fruit and no crockery! She asked a staff member for bowls and plates as there were none available for guests. There was a crowd waiting.

The staff member brought out 5 plates (no bowls) and offered the top one to my wife - it was dirty and she told him this and he returned to the kitchen. Come on, this was the top plate and he could hardly have missed this! despite there being a really long queue behind my wife, all of whom were waiting for food and plates. Another guest said to the same staff member that as well as no bacon, there was no scrambled egg. He replied it’ll be a few more minutes. The guest told my wife that she had waited around 20 minutes already,

We gave up, despite it being included within the overnight rate.

I went and explained this to the colleague on reception; a tall young man with dark wavy hair. He wasn’t interested and said it was a busy time of day and dismissed it.

Firstly the hotel has busy period advisory posters up, you know these are peak times and in any business you gear towards these. Secondly the nonchalant way I was spoken to was unacceptable by any standard.

We paid over £160 for one nights stay which I wouldn’t consider a budget price and we, together with a couple who were on the table next to us left without the included breakfast.

We should be compensated/reimbursed for not receiving the goods and services that we have paid for - due to the inefficiency the hotel and look forward to hearing back from you as I don’t want to have to report this further up in IHG but I’m prepared to do so because as customers we have been failed by you.

It strikes me that there are staff training issues that need urgently addressing within your premises before it adversely affects your reviews.

On a positive note the arrival and booking in by Tally and later by a male colleague was excellent.

I look forward to hearing back from...

When I arrived at the reception I was welcomed and greeted with a smile from Katie (receptionist). She offered me welcome amenities and I chose to claim two drink vouchers but I was only given one. I told her that I was entitled to have two but she had to confide first with her manager Mike to confirm this.

When Mike approached the reception desk I instantly did not feel welcome and he did not check my membership status. Mike informed me that I was only entitled one voucher and mentioned that IHG changed their rules. I mentioned from previous stays in other hotels that they always offer me two vouchers due to staying with family but, Mike was adamant that I was only entitled to one. I accepted the one voucher and told him I will get back to him as I did not feel this was right.

Upon checking the terms and condition of my entitlement to two vouchers I was in fact right, so I went back to reception and approached Katie, showing her the terms and conditions. I asked Katie if I could speak to Mike to show him that IHG did not change their terms and conditions regarding my entitlement to two free drink vouchers. Mike read the terms and conditions yet I did not receive an apology from him, instead Katie apologised for the inconvenience and was instructed by Mike to offer me another voucher.

My suggestion to improve Bath’s customer service is to ensure all staff update themselves on the terms and conditions of IHG reward systems and welcome amenities, checking customers membership status’ and more importantly greeting customers with a smile!

I’d also like to mention when I got to my room and opened the curtains I was disappointed as my view was a graveyard, so during my stay I left my curtains closed as I did not feel...

Absolutely revolting: this hotel needs a deep cleaning from top to bottom. The "sweat" smell is constant and the duvet needs to be washed. The duvet cover is smaller than the bed size. Bathroom needs to be deeply cleaned too, as black stains on tiles aren't acceptable. They charge a huge amount of money for their car park, and please don't get late, as you will not have any space left for you. My boss and I spent a nice sum during our 2 night stay and we will definetely switch to Accor next time. Our travel agent has been informed of all this, as corporate travellers, we deserve a little more of respect. Talking about respect, the front desk staff has a constant defensive, arrongant and unacceptable attitude, especially a young male (beard). I personally witnessed how a couple of French tourists were so badly treated. What about getting rid of that smirk? What about treating visitors in a more professional way? My boss has a very strong Maltese accent and you could notice how they don't like foreigners. When we checked-in, an Indian family asked many questions on Bath and you could see how the staff was bored and annoyed. Definitely they are not working in hospitality for passion. Next time we will stay in ACCOR in Bristol area. Unfortunately, even if the breakfast receptionist was very nice and helpful, all breakfast lounge should be inspected by authorities, as glasses are not properly washed as well a cutlery. After 2 years of pandemic, you expect some higher cleaning standards. I decided not to have breakfast on my second day for this lack of hygiene: there are a couple of places nextdoor as well as a huge Sainsbury's just 150yds from...