We had a very disappointing stay at Hotel Indigo, as our room was plagued with problems that the front desk had little sympathy for and lots of excuses. Half our stay (4 out of 8 nights) we went without AC - 4 sleepless nights in a room with temperatures in the 80s. Every time we reported it to the front desk, we were given a different excuse - from “it’s a known issue”, to “the whole neighborhood block is having problems (which made zero sense as AC in every other part of the hotel), to “maintenance is looking into it”. One morning, our room lost all power, and again, after a sleepless night, we made our way to the front desk, where we were told it was a neighborhood power grid issue. I explained that made no sense, as the maid next door was vacuuming and no where else in the hotel had lost power. Thankfully maintenance came to investigate (after much arguing with the front desk) and he said the card key controller that powers the room was broken, hence no power. A whole morning was lost to this, and we missed our prepaid excursion. Another morning the safe would not open - which is a horrible feeling with all our cash and passports locked away. Again, more time wasted waiting for someone to come and fix - maintenance told us not to use as the safe was old and broken. My biggest complaint was the lack of concern and attention from the front desk. No one seemed to know or care what we were going through, and we were made to feel like a nuisance when we had serious problems with our room. Upon checkout, we were asked how our stay was. I said it was honestly very disappointing, and explained all the issues we had. The front desk replied “Oh, I’m sorry. Would you like a copy of your invoice?”. Upon our return home, I received an email from the hotel inviting me to share feedback on our stay. I documented all the above, and asked for a follow-up reply. Almost immediately after it was sent, I received a form letter reply. As a loyal IHG Gold Elite member, I purposely booked this property over Marriott Bonvoy, even though this stay cost us much more. After this unacceptable experience, I will be spending future hotel stays with Marriott Bonvoy, where I am respected as a guest.
不錯
105 評價