Even though I am fortunate to be a Diamond Elite and Ambassador member of IHG, I chose the Indigo Paddington rather than the Intercon as I was only passing through for one night and wanted easy access to Paddington station.
The room was fine, small but comfortable, clean and quiet. Exactly what I needed and in a great location. Well worth staying at. No problems thus far.
However...
A few days before my arrival my daughter made the 46km journey from her home, on public transport in her powered wheelchair, to the hotel to drop off some paperwork for me that had been delivered to her home. She explained the situation to the staff there and was told the documents would be securely looked after and given to me on my arrival.
On my arrival, the documents, like the manager were nowhere to be seen. The hotel had lost them but assured me the manager knew of there whereabouts and would contact me. He didn't. It is now almost three weeks later and he has still not responded to any of my emails. One of the documents they lost was a railcard. I had purchased train tickets for the day I left the hotel which would not be valid without a railcard so I had to buy another for 30 pounds. Not the end of the world. But other documents in there were more important.
The disdain which has been shown to me is astounding. I tried to contact IHG on many of their platforms and struggled to get any response despite promises of answers within 72 hours several tmes.
Stay here for convenience and comfort but whatever you do, don't make the mistake I did and expect customer service or respect. Loyalty, it seems, only goes one way.
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