O que aconteceu
I am writing to formally submit a complaint regarding our stay at the Holiday Inn Alexandria Carlyle, under reservation number *****, due to a series of operational failures, poor communication, and service standards that were clearly below what is expected from the IHG brand.
From the very beginning of our arrival, we experienced significant issues. Although the reservation had been properly made through the official IHG mobile app, the front desk staff was unable to locate our booking, showing both operational inefficiency and a lack of willingness to proactively resolve the situation. After a prolonged and uncomfortable process, we were eventually able to complete the check-in.
During this initial interaction, it was briefly mentioned that breakfast was included in our rate; however, no clear explanation was provided regarding procedures, conditions, or any requirement for vouchers. Given the lack of information, we later returned to the front desk to confirm the benefit and were again informed that breakfast was included once more, without any further guidance.
The following morning, upon arriving at the restaurant, we asked the server how the breakfast service worked and were told that we could freely choose any items from the menu. We followed this instruction. However, at the end of the meal, when we informed the staff that breakfast was included in our stay, we were subjected to a highly uncomfortable situation: the server called the kitchen chef, who then had to go to the front desk to attempt to clarify the issue.
Only at that point were we informed that a daily voucher was required, something that was never provided to us nor explained at any time. This communication failure occurred repeatedly throughout our stay, turning what should have been a pleasant breakfast experience into a daily source of stress, embarrassment, and frustration.
We are frequent travelers and regular guests of international hotel chains, and we can confidently state that the service provided during this stay was far below IHGs expected standards. On multiple occasions, we felt as though we were being treated as an inconvenience, despite simply trying to access a benefit that had been properly included in our reservation.
It is important to note that the only consistently positive aspect of our stay was the housekeeping team, who were always courteous, professional, and welcoming. Unfortunately, this contrasted sharply with the front desk and part of the restaurant staff, whose service demonstrated a lack of empathy, insufficient training, and unprofessional attitudes.
The situation became even more difficult on a day when we were unable to leave the hotel due to a severe snowstorm. Even under these circumstances, any basic request made at the front desk such as disposable cups or cutlery was met with clear reluctance and poor attitude, as if our requests were inappropriate or bothersome.
Given all of the above, it is clear that there was a failure in service delivery, which had a direct and negative impact on our overall stay. Therefore, we respectfully request that IHG thoroughly review this case and provide an appropriate form of compensation, whether through a partial refund, future stay credit, as recognition of the inconvenience and distress caused.
Our intention is not only to report these issues, but also to restore our confidence in the IHG brand, which we have always associated with quality and guest-focused service. We look forward to a formal response and a resolution that reflects the standards and values of IHG.
Sincerely,
***** (number associate *****)