We would like to begin by thanking you for bringing these matters to our attention as it is only through comments such as yours that we are able to target areas that are not meeting the high standards that customers of IHG have come to expect and deserve.

At IHG, we pride ourselves on providing the highest level of customer service, since guest satisfaction is the backbone of our company and is the key to our success. We were, therefore, most concerned to learn of your recent experience and would like to extend our sincere apologies to you for any inconvenience and disappointment you may have encountered.

We appreciate that we cannot make up for the situation you encountered on this occasion, however, we truly hope that we will be able to restore your faith in the hotel and IHG as a whole.

We sincerely hope this experience will not deter you from using IHG in the future and you will allow us another opportunity to demonstrate the high standards of customer service we are proud of.

If we can be of any further assistance, please feel free to contact the IHG Rewards Club Service Center again.