2/10 Terrible
Mark
25 Sept 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
My wife and I stayed at your property this past weekend, and I want to share our experience directly with you before posting a review.
Our first room assignment was in unacceptable condition — it was filthy, and we immediately returned to the front desk to be reassigned. The second room was cleaner, but the air conditioning was not functioning. We reported this issue on Thursday afternoon. Maintenance visited Friday morning and only adjusted the vents, dismissing our concern despite the thermostat clearly reading 80 degrees after running all night.
Throughout our stay, we repeatedly checked with the front desk for updates but were met with indifference. By Saturday, one staff member asked if we weren’t “just leaving in another day or two,” which only added to our frustration. We paid for a room with working air conditioning, and while I understand that things can break, it was the apathy and lack of ownership from your team that made the situation far worse.
The service issues extended beyond the room. On Saturday morning, one of your staff members watched us head toward the breakfast area, only to laugh at us when we returned after finding it closed due to a kitchen issue. A simple sign or courteous explanation would have gone a long way.
There are clear opportunities for improvement in both maintenance follow-up and staff training. I brought these concerns to IHG management in case they wanted to address privately before I shared my experience publicly. IHG declined.
Mark
Stayed 4 nights in Sep 2025
