I would like to share my most recent experience at an IHG property - Holiday Inn Paris - St. Germain des Près where i stayed from November 26-30, 2019.
I spend Thanksgiving break with my Mother in Paris and stay at this property because of the fact that they have an elevator and walk in shower facility as my mother has a disability and uses a walker. I had sent this property a few emails requesting the room I stayed in last year because it had a walk in shower and received the same standard response each time that room selection is done during check-in, i fully understand that rooms are booked in advance and may not be available.
Id like to share that I am a loyal IHG customer and try to book an IHG property for both business and personal use during the year and have experienced excellent customer service and treated with the utmost respect by hotel staff.
When we first arrived the lady at the check in seemed very perplexed and asked her colleague something, I asked her if there was a problem with my reservation and they both went back without explanation and came back with . Ms. Luisa Dal Grande curtly told me to follow her as she wanted to have a discussion with me which i obliged. She asked me to take a seat near the lounge area and proceeded to berate me by telling me that I will not be upgraded as there is no guarantee for IHG member to be upgraded and I said i totally understand that. She said that hotel is full and she has already emailed IHG so i should contact IHG for any questions. I humbly asked if there was a room with a walk in shower as my mother is disabled and uses a walker and she said that I should contact IHG with any concerns and this is the only room they have for us. I mentioned that I am staying at this property so why would i contact IHG as we are here to enjoy a beautiful holiday and not create any issues, by this point two women sitting behind us could hear her yelling at me and i was shaken and embarrassed.
I requested Mr. Luisa Dal Grande if the hotel manager Joel Sabourin can contact me at his convenience or if I can have his email address and she gave me her card and said "No, the hotel manager will not contact and I will give you my card and I will share your email with hotel manager and to contact IHG". At this point Ms. Luisa Dal Grande has told me to contact IHG about five plus times and was unkind to me in more ways than necessary.
My profile has a high floor and room away from Elevator as I am an extremely light sleeper and the room given to us was one door away from the elevator and on a middle floor. I was talking to my friend who works in the hotel industry and he said perhaps she was intimating me or ridiculing my mothers disability or demonstrating racism towards me.
Ms. Luisa Dal Grande had already made up her mind of giving us an inconvenient room and mistreating us because it had a little plate of muffin and fruit in the room so it contradicted the previous correspondence of checking room availability during check in.
This experience left me feeling humiliated, ridiculed and disrespected. I walked over to pick up my keys with here and she handed me the keys and started laughing to my face. At that point I said "please do not laugh at me and make a mockery of my mothers disability and she charged towards me and insisted she was smiling and now laughing" and i said Thank you.
The very next morning I saw the hotel manager Joel Sabourin walking down the steps to the basement, I did not want to interrupt him so I requested the kind gentleman at the front desk if I could speak to Joel Sabourin and he scurried back to the room where the lady sits behind check in and said that the hotel manager is in a meeting. I requested if the hotel manager could contact me as I will be staying 4 nights and 5 days but i was very surprised that I was not contacted by the hotel manager.
Please feel free to contact me with any additional details or questions, I am a pharmacist and have served patients for over a decade and am currently working in Oncology Medical Affairs and deal with Medications that are the difference between life and death for late stage cancer patients so humility and kindness is something I pride myself on.
I would like to add that the room was extremely comfortable, the other staff at the hotel was kind and friendly, the Christmas decorations were lovely and the elevator was quick. The convenience of this hotel and the kindness of the staff is what has drawn us to this property but this left a sour taste in our mouth.
I am a loyal IHG customer so I hope this is an isolated incident and corrective actions are taken as I would like to continue to be a loyal patron of IHG.
Had Ms. Luisa Dal Grande not humiliated, ridiculed and disrespected us we would have had a perfectly pleasant stay despite us being given a room with a tub (no standing shower), right next to the elevator on a lower floor because we understand sometimes its the luck of the draw. Please feel free to reach out to me should you need any more specific details or have follow-up questions.