Totally disappointed by this global branch
Posted Aug 13, 2016
As a loyal customer to IHG, I decided to stay with it for my first trip to NY because of its international reputation. I have to say I was totally disappointed by its general customer service and work efficiency. The facility was standard and the location was good. But on my third day lived in the hotel, I gave the front desk a package and asked them whether they can help to mail it by UPS to a store for return reason. They said they could and received my package. Since I was not familiar with the UPS service process so I asked whether I should filling a pickup form online so UPS will come and collect the package. The front desk people made it very clear that I could skip that and they will mail it out for me. I trusted them and never came back for confirmation about whether they have done it or not. Though later I realized they have not given me any receipt or things like that to prove that I have handed in my package to them.
The package has been missing since then. It has never been mailed out and when I called the hotel back one day after I checked out, they said there was no package left at their front desk. The package worth over 150 USD and the people at the front desk was rude she even hung up my phone without letting me finish my questioning. I called the Holiday Inn general customer service hotline after that to complain about this. They claimed I will be called back within 48 hours but no contact has been made ever since. Super discontented with the service!!!!