Reach Out To IHG Corporate Office Headquarters HQ 

I must give the IHG’s Gloucester Holiday Inn the saddest rating I have given a hotel/motel in my 50 years of traveling: 1. Air conditioning (AC) is implied and expected, of course, BUT when I checked it on Friday, September 8, 2023, and found the AC broken, no effort was made to fix it…none! I called repeatedly to complain. No one even offered a room switch although I requested it. Yet, England was in a heat wave hitting 32 degrees Centigrade that weekend! When I checked out, I was given a 10% reduction in my room bill! Totally unreasonable for a sadly, uncomfortable stay but it elevated my ranking to an email of 2 on a scale of ten(!)…a 10% higher rating.

2. Your bathtub/shower is in bad need of upgrading to a walk-in shower instead of the old slippery bathtub hazard.

Respectfully submitted.

Was told my room and others like it were being renovated-seems like a common story with this company. I want to know we’re renovations occurring at Staybridge suites off Parkwood drive in Plano, Texas in or around Sept. 1-5?

We booked a 3 night stay at Staybridge in Rochester, NY to visit with our grandchildren. We arrived to find that the hotel was under interior construction. Pool was closed, several areas closed off, workers everywhere with plastic hanging everywhere. We felt that we should have been told when we reserved our stay. Shame on you! We visit every year and loved staying there.

We had blocked about ten rooms at 250.00 a night for a softball tournament we attended Aug 5th through 6th. We arrived to check in and went to our room to cool off a bit since the girls had been in the sun all day and wanted to use the pool. The pool was out of order. We go to our room and you could not breathe as the smell was soo bad. We figured it was because the AC was not on, out teammates were in the room next to us and they came in to ask if there was black mold on our AC as well. We looked and sure enough that must have been the reason why it smelled soo bad! Our air-conditioner was full of black mold and at the same time we didn’t have a hand towel in our room. Tried calling front desk (and the manager was rude from the moment we stepped in there) and the phone wasn’t working. So, we went to the front desk to let them know all the problems and they said ok we will change your room. They changed both of our rooms to the first floor we walked in and same problems plus a few more, no towels, air conditioner full of mold and the bedspread was disgustingly dirty! At this point we had to go to play another game so without freshening up went back to the manager and asked for another room and with a long sigh and some side eyes the manager said he would switch the room again. I called headquarters to let them know of our experience and we are a traveling softball team and for the most part we always use Holiday Inns as the teammates always want to stay together and we never had any problems or if there was something minor they always went out of their way to accommodate us. This time the manager was just rude and made us feel as if we were expecting too much! Towels in the room, a clean room and no mold, an ice maker that worked and clean bedding was just stretching it. Well I called headquarters to see if their customer service would be able to find us rooms at a sister hotel as the manager could care less. This was a very busy time in the area as the hotels were mostly sold out. After spending a long time on the phone with headquarters customer service the person I spoke with said that management would make it right and I would be very happy with the resolution…they would call me and let me know how they would compensate for our experience. I waited 3 hours for the phone call keeping my ringer on high and nobody called. Looked at missed calls and nothing…I called headquarters again to see if they had something for us, they called the hotel and they stated that they did call me, left a message to the resolution for the problem and I should check my messages. I checked the messages there were none so both my friend and I who had the worst of it went to the desk and they told me to check my message. I said I don’t have one from you but we are here what are we doing? This was at 6:30 they said well either you take the room that we can provide for you or we will refund you your money! We had dinner reservations and there was no where for us to switch to at this point so we were forced to sleep in a room that they wiped the mold from the AC unit, sprayed with lysol, floors that were not vacuumed, stains on the curtains, on the rugs, the bathtub was dirty and we had two face cloths and 2 hand towels. Unfortunately, we were not able to get a room anywhere at that time and had to suck it up. Slept with t-shirt covering the pillow and the bed felt wet! What really bothers me from all this is that I called your corporate office customer service because of what is hazardous if the Board of health is concerned and they did nothing, nothing to help us! I was actually told by the first one how very happy I was going to be with the resolution. Tell you what I am not! Someone better contact me and make this right!!!!

Had 4 room switches in 5 days, no working air conditioners, running water, and clean towels not available at times. IHG not interested in making a loyal customer happy just insulted me with 2500 points What a joke it’s 50,000 points for 1 day.