Garner Hotel Londonderry - Manchester — Hotel in Londonderry

I stayed at the Garner Hotel in Londonderry, NH from August 21-24, and it was by far one of the worst hotel experiences I’ve had. At first, everything seemed fine. The room was small, but we were okay with that since we were just there for a wedding. However, things took a turn when we woke up one morning to water leaking from the fire sprinkler head—positioned right by the bed. The floor was soaked, and my friend’s suitcase, which was directly underneath it, got drenched. We were there for a wedding, and her clothes and belongings were soaked. We immediately reported the issue to the front desk as we were headed out for a wedding event, and they assured us it would be handled. We returned three hours later only to be told to wait in the lobby because the maintenance person had just arrived. We explained that we couldn’t wait—we had events to attend and needed to get ready. No one ever called or emailed me, even though they had all my contact info (I’m also an IHG member). When we returned to the room, we were shocked to find a large hole cut in the ceiling, debris and water all over the floor, and our belongings moved without notice. No warning, no heads-up—nothing. Oh, and the maintenance man told me if we had stayed in that room for the duration of our booked stay, the pipe would have burst! (Pics below) We asked to be moved, and the staff treated us like we were an inconvenience. They reluctantly moved us to another room, which reeked of smoke. When we pointed it out, they denied it smelled at all. Management was completely unsympathetic, dismissive, and frankly rude throughout the entire ordeal. After all of this, the only “compensation” offered was 15% off the remaining two nights of our stay—which felt like a slap in the face given everything we went through. We were there for an important event and instead had to deal with water damage, unexpected room changes, and zero communication or empathy from the staff. I rarely leave reviews, but this experience was unacceptable. I would not recommend this hotel to anyone—poor management, lack of accountability, and a complete disregard for...

We won’t be coming here again because of their policy (not visible when you make a reservation) that no one in your party can check in unless the person who made the reservation is there. They also have a form you can print out and sign and send photos of your ID, face, and credit card, but we didn’t know about this in advance and libraries were closed for a holiday and we didn’t have a printer. Friends ended up waiting 5 hours. The good: comfy beds, shower was good (no bathtub), mini fridge and microwave in room, breakfast (but not much for dairy free or gluten free people to eat—eggs had milk, sausage had gluten (meat they had on Sun), hash (meat they had on Sat) was GFDF. No GF cereal or baked goods, no DF milk). Staff were friendly and helpful and said they would pass on our feedback and had passed on a lot of feedback like that already to no avail. We will probably avoid this brand going forward as well, or at least call in advance before booking to ask about the check in policy. We didn’t think we needed to do that since this hadn’t been an issue for so long at many hotels, but apparently we should! Also the price was good for the dates and area we...

My review of the hotel would have been 5 stars had I not witnessed front desk staff checking in a couple with a service dog argue with the man who relied on it. He calmly presented them with his paperwork and his dog was wearing a vest and well behaved. They were told the hotel didn’t care what the law is, they have their own policies, and they don’t want his pet in common areas. This hotel does not understand ADA policies, which supersede their own, and told the man that he could only have his service dog in his room and it would not be permitted in any other common areas of the hotel. This is a direct violation of ADA service dog guidelines which permit service animals in all public areas. What if the man has a seizure disorder and his dog alerts him? If it can’t be present in the breakfast area would you rather he injure himself because he’s had a seizure and fallen because he was denied access to his alert dog? Your staff needs to be better trained on ADA legalities. This animal was very obviously not a pet and the couple was treated...