avid hotel Oklahoma City - Yukon by IHG — Hotel in Yukon

This may be the single worse customer service experience at ANY hotel.

On Sept 19 in the morning hours I stopped by the front desk and requested a late 2 pm check out for my Diamond Elite status. The representative stated there is $25 fee for check out between 1 and 2 pm. I understand late check out may depend on availability but she did not state it was not available but that there would be a fee. I had never heard of such a fee; I have stayed here a million times before (not literally) and having gotten late check out and was never asked for such a fee hence I was surprised. I stated I’m a Diamond member and have gotten late check out here before almost all the time (which I get almost always at any IHG property) I asked she contact her manager.

With reluctance and in a gruff manner she agreed. She should’ve called and let me know what the manager said- that is customer service but I heard nothing. Hence, after some time I stopped by again to see what happened and GRUFFLY, IMPOLITELY she nodded the manager agreed for late check out (no eye contact, no finesse). 

After that, through the morning, she continued to interact in a gruff and rude manner -such that I was uncomfortable. 

The point here is not the disagreement but the UNCORDIAL manner in handling it. I had the same discussion with the GM the other day and it was extremely cordial and he exhibited excellent customer service, as it should be. But he’s not there all the time. 

This used to make be one of my preferred properties in the Oklahoma City area. Now it will be last preferred.

For example, I had multiple stays week of Sept 26; the rate at this Avid was the lowest but there were multiple choices at the same rate. Normally I would have chosen this but now I will not. I have no desire to feel uncomfortable at a hotel. 

No one should have such an experience let alone a Diamond member -we expect exceptional, we've chosen to give our business to IHG among many other choices. After this nasty experience, I’ve had refreshingly pleasant experiences at another Avid in the city, Holiday Inn Express in Bethany and in Quail Springs where people go above and beyond in customer service. That makes such an experience especially disconcerting. 

I’m not in the habit of writing reviews; in fact, as I recall this is only the second review I’ve ever written in my 30+ years of travel experience. But felt compelled. 

Unfortunately, a customer not choosing any property, when not fully sold out, only affects...

This may be the single worse customer service experience at ANY hotel.|On Sept 19 in the morning hours I stopped by the front desk and requested a late 2 pm check out for my Diamond Elite status. The representative stated there is $25 fee for check out between 1 and 2 pm. I understand late check out may depend on availability but she did not state it was not available but that there would be a fee. I had never heard of such a fee; I have stayed here a million times before (not literally) and having gotten late check out and was never asked for such a fee hence I was surprised. I stated I’m a Diamond member and have gotten late check out here before almost all the time (which I get almost always at any IHG property) I asked she contact her manager.||With reluctance and in a gruff manner she agreed. She should’ve called and let me know what the manager said- that is customer service but I heard nothing. Hence, after some time I stopped by again to see what happened and GRUFFLY, IMPOLITELY she nodded the manager agreed for late check out (no eye contact, no finesse). ||After that, through the morning, she continued to interact in a gruff and rude manner -such that I was uncomfortable. ||The point here is not the disagreement but the UNCORDIAL manner in handling it. I had the same discussion with the GM the other day and it was extremely cordial and he exhibited excellent customer service, as it should be. But he’s not there all the time. ||This used to make be one of my preferred properties in the Oklahoma City area. Now it will be last preferred. For example, I had multiple stays week of Sept 26; the rate at this Avid was the lowest but there were multiple choices at the same rate. Normally I would have chosen this but now I will not. I have no desire to feel uncomfortable at a hotel. ||No one should have such an experience let alone a Diamond member -we expect exceptional, we've chosen to give our business to IHG among many other choices. After this nasty experience, I’ve had refreshingly pleasant experiences at another Avid in the city, Holiday Inn Express in Bethany and in Quail Springs where people go above and beyond in customer service. That makes such an experience especially disconcerting. ||I’m not in the habit of writing reviews; in fact, as I recall this is only the second review I’ve ever written in my 30+ years of travel experience. But felt compelled. ||Unfortunately, a customer not choosing any property, when not fully sold out, only affects...

Of the worst customer service experiences I've ever had at an IHG property (I'm at an IHG property continuously). 

After checking in at the Avid at Yukon on Friday Jan 27, 2023 I found there was no TV remote in the room -small thing, happens. 

However, when I called down to the front desk about that, the same employee who checked me in said quite unapologetically that she will try to look for a remote in another empty room and then said "come down and get it!" in this tone . I said please provide a remote, the TV is on with the usual 'Welcome' message and can't have it remain on all night, the glare of light will be disturbing. She was nonchalant about the same and said all she can do is try to find a remote and then come down and get it. 

I indicated it is the hotel's responsibility to provide a room that is equipped with the usual standard features so I've just checked in can you drop off the remote? She said no she cannot leave the front desk, check back in a bit and come down and get it. Not that "I'll call once I locate a remote". 

When I called a few minutes later she said she has a remote, come down and get it and I could "borrow it" for the duration of my stay! Borrow it?? Something that should have been there?

Also, I'm well aware that front desk staff may have to step away from the desk on occasions and they leave a sign indicating so and that they will return shortly. Thus, her telling that she could not leave was false. In fact, when I went to get coffee a few minutes later she was not there and had the sign. Next day the manager came to my room to check on a thermostat issue and had the sign -so false communication that she could not leave to do the correct customer service to provide a TV remote that should have been there in the first place. 

As indicated, this is one the my worst experiences and the service and communication in my view...