0 Maverikbc - 9 months ago
It's the worst IHG property that I've ever stayed. I'm a Spire Elite, it was never recognized throughout my 3 night stay, my room was upgraded only after I inquired.
After having numerous issues I requested José at the reception to talk to a manager, but it didn't happen.
I had a few issues, I list them in order of severity:
1. I paid my points for 2 adults, but I was given only 1 breakfast, not 2.
2. The heat in my first room was broken, so I had to move to another room, and I had to give up a free upgrade to a suite thanks to my Spire status.
3. Holiday Inn Express (HIE) nextdoor that I booked for is closed. About 2 weeks ago, some of my reservations were moved to this Holiday Inn (HI, without my authorization nor communication, so I had to rebook them to HIE. Even today, they continue to sell rooms at HIE, for different prices than HI.
4. Towels in my rooms are worn out, unacceptable for HI brand (or any IHG brand for that matter).
For the issue 1, I was given a partial 2nd breakfast as an exception for the first morning, but they will stick to their unwritten policy of 1 breakfast per person, regardless of 2nd person can or cannot consume breakfast. I paid points for 2 adults. They failed to show me this policy, and I can't find it on IHG website. In summary, if a couple stays, the wife takes her breakfast at 7, the husband takes his breakfast, they receive 2 breakfasts total. However, if wife takes 2 breakfasts, the husband doesn't take breakfast, then they're entitled only 1 breakfast. This policy doesn't make any sense, only as an excuse to save cost. I had to argue with the restaurant and the reception back and forth, it took more than half an hour. This wouldn't have been the issue at self-service HIE. I've started switching my business to a competitor, at their restaurants with table service, they provide 2 breakfasts without problems in the same condition.
For issue 2, a technician told me the first night, the hot water pressure was low, but it was normal, just left me with a blanket. In the morning, despite setting the heat at 32C, it fell to 17C, so I requested to change rooms. Apparently they didn't have heater strong enough to heat the bigger suites.
For issue 4, I was offered to change towels. It's pathetic this hotel tries to cut costs everyway possible.
I haven't been offered any satisfactory resolution nor compensation.
As others mentioned, my phone constantly lost internet connection with WiFi in my room. I didn't bring this to their attention, because my tablet was able to keep good connection. As my phone had no issues at the restaurant and other WiFi, it seemed like they're set to reject some devices.
The breakfast ran 7-12, it wasn't self-service buffet. You're entitled to one of combo items, not more than 2 as I previously mentioned, anything else is subject to extra charge. While the portion was good, nothing to write home about.
The other reviewers commented its good location, but I strongly disagree. It's in the newly developed commercial area, there's no traditional and budget eateries in the area except they set up street food stalls during the day. Really sterile and boring, no soul. By night, it was a ghost town, nobody was walking around, only cars are passing by. The public transportation nearby was confusing and chaotic. Hotels in Santa Fe charge less points to stay, but for a tourist like myself, the saving wasn't worth the inconvenience.
