ibis London Docklands Canary Wharf — Hotel in London

Hi, This a follow up on my complaint which was raised on 2-11-2018 as I didnt get any response back from the hotel Manager even though I met her in person the next morning and passed my contact details to see and Understand IBIS action plans. Additionally the Manager had agreed to write back to me about this however there was no response till to date. (My Complain I posted on Goole review is given below to read)

From this I understand that IBIS don`t value their customer issues and very sadly I have to accept that they don't value their Business.

Thanks,

PREVIOUS COMPLAINT I MADE ON 2-11-2018

A complaint on IBIS staff member called Francesca at IBIS Docklands canary wharf on 2/11/2018 at 21 : 05 PM

I want to share a very pathetic incident I had today at Hotel IBIS .I am a customer who came to IBIS to get few desserts. And we were looking to take the dessert as a take away for the convenience of having at home. However we were met with a very unpleasant and distasteful experience by one of the staff member who I believe is the Shift Manager. Although we have agreed with the staff member to take the dessert home and return the 2 plates next day, this lady Francesca acted very unprofessionally and made a ruckus and prevented us on taking the desserts on the plate. The matter I want to complain and make people and the management aware is about her poor show of basic customer service and professionalism. She used abusive language towards us in front of other customers and her fellow colleagues. She also threatened us with police and all in all it has been a very unpleasant experience all in the name of just a few slices of cake. It’s very upsetting to see IBIS standers lowered to such despicable and shameful standards, which is indicative of poor training of how to handle customers and prevent from escalating and there by damaging the brand image and principles that IBIS has cultivated over the years. This needs immediate attention by management and Francesca needs to be retrained to uphold the values that IBIS stands for. Abusive language used by Francesca such as the F word was shocking to here and was even used to her colleagues when they suggested her to vacate the reception area to cool off. Please note that this was done in front of other customers too, which in my opinion as a shift manager she has failed to lead by example for her colleagues and has been poor representation of IBIS quality standards.

I hope this matter will be addressed by the management immediately and I will look to pursue for an apology from the management for the distasteful experience I had, all for a slice of...

The stay started off fine, the hotel is a small walk away from stations, so you're in London in 20 minutes. First impression of the room was OK, apart from a stain or 2 on the carpet it was clean. Issues came from a couple of things that just soured the entire stay:|- The extractor fan in the bathroom can not be turned off, and will stay on always. Even with the door closed you can still clearly hear it, making it an annoyance while sleeping.|- The air conditioning in the room, despite the control panel having a cold-icon, only heats. We were in the hotel when the weather was around 15 degrees, and even then the room would get very warm to the point where we woke up sweating halfway through the night. It got so bad that we ended up buying earplugs so we could keep the window open at night.|- The shower is where it got really bad. When using it, every minute or so the shower would start making a loud noise, which was then followed by the cold water completely stopping for about 5-10 seconds, meaning the shower would scald you with purely hot water. It is not hot enough to burn you, but it's hot enough to hurt. We complained about this right away to a temporary worker at the hotel, who gave us a new room only to find out that other rooms had the same issue. We notified this worker of that issue and she told us she would look into it and if we could check back in later for an update. When we came back later that day we asked another worker about it, who told us that its a hotel-wide issue and that it's been a known issue for a bit. Meaning, the hotel failed to inform us of an issue with the showers that could, and has, hurt us. When checking out we let the worker behind the desk know about this too, who pretended to be shocked. Nothing was resolved in anyway, no compensation was offered.||All in all, not recommended. The extractor fan keeping you awake at night and the aircon not cooling would have put me off coming here again, but the issue with the shower, in combination with not being warned about it, just shows a disregard for...

The worest service ever. My partner and I booked for a day 10am - 6pm. When we got there most staff were cleaning and we had to wait for someone to serve us. Then a lady came and my partner gave his card to pay and the card reader was not working. She was the most rudest girl we ever met in a hotel. My partner asked me if I had any cash I had £40 and he had £25 the bill was £69 So I said we will pay £65 and when we check out we will pay the £4 by card. She said no go to the cash meachine and get cash, and it is chargeble machine. My partner went to get cash out and I was waiting, by then we already lost 30min. So I said to the lady we booked 10-6 and we are losing time already can u extend the time as this is not our fault and in the current situation no one is expected to curry cash . She said no will only give you extra 5 min. .So as her behaviour was so rud and she already looked peaced off when she came to serve as, I have asked for a customer service No. Her response was go and google it! I said am not googling any thing you are a hotel hence you should have a manager or a number. .As she was talking to her self she gave me a mobile No. She then said in fact I will inform them about your behaviour and am not checking you in! At this point she decided she will not check us in.lol I then called my partner and told him we are leving going some where else. He came I went outside and try to call the No she gave me No answer. My partner said I am the one who made the reservation and I will pay! He paid and we went in. As we went to the room was clean but, no light we have to use the shower in a dark, as we already had bad start we did not bother asking them to sort it out. I have been to many hotels 2, 3 or 5 stars Never in my life was treated like this.

There is a CCTV it should be checked, Custmer service is important when you are dealing with cistomer face to face..She 100%needs traning. No one should go through this!! And it was such a palava! We will never...