I booked a reservation, I am a spire member, and due to an emergency, I was not able to arrive in the morning at 5:30 AM April 30th. On arrival, the place was closed, no one was at the front desk, I waited until security came, he handed me the keys and informed me that he can’t help me with anything else until somebody came in later.
At 7 AM I contacted Erin at the front desk, and humbly requesting a late checkout, and explain to her that I drove 15 hours from Texas, I need the rest and that I am Spire member, therefore possibly accommodate me, by giving me a 1 PM check out. She immediately informed me, that she will not be able to do so! Thereafter, I asked her for the manager, in which she stated, she’s not available but she will contact her, thereafter she called me back and told me that she spoke to the manager (Aly) and she will NOT allow a late check out till 1 PM.
I humbly asked to make an exception, since I have had surgery on my back and the drive was long, I am in severe pain, also to consider the extreme circumstances, the fact that we came at 5:30 AM! she refused and said we will not be able to accommodate you! As a member of IHG, loyal customer to IHG, I’m expecting better service, and therefore since I will not be on the property for more than five hours, and my spire status was not honoured, I would like to request a refund for this stay.
I am a loyal holiday inn customer, who have stayed at the IHG property in the last 90 days for a minimum of 15 stays if not more. I expect a little common courtesy! Furthermore, this is not how a loyal guest should be treated in exchange for his loyalty! I will check out as directed at noon, but I will not patronize this location again, and I will recommend the others don’t as well It is truly sad, that an exception is not made for a guest that is loyal to IHG brand