The hotel itself is lovely — clean, comfortable, and well-presented. Unfortunately, the service fell far below expectations, with the exception of one helpful staff member I dealt with during my stay.
While the food quality was generally good, any attempt to give feedback was either ignored or met with defensiveness, as though raising a concern was unacceptable. For instance, we were given incorrect information about breakfast times and arrived at 10:05am on our first day, only to find it had closed at 10am. The only response from staff was a dismissive suggestion to “try somewhere else” — no offer of a takeaway option like a pastry or coffee, which would have been a simple gesture.
Dinner was also disappointing — the dish we ordered was incredibly salty and completely inedible. When raised, it was merely acknowledged with a shrug from the chef and no offer of a discount or resolution. Again, the underlying tone was defensive rather than solution-focused.
Service should be about listening to and valuing guests’ experiences. Sadly, at this hotel, that attitude seems to be lacking. Given that I frequently use IHG hotels for work travel, this experience has been eye-opening, and I’ll be rethinking our company’s use of this particular location moving forward.