I once was also faced with something absolutely unacceptable to which the hotel, nor the IHG standard support were willing to offer any resolution for.
It was taken up by "a senior case manager".
Conclusion was the same as above: ".. unfortunately, due to your specific concerns with the Hotel, IHG is unable to bring this matter to resolution for you. The Hotel must resolve this matter. Most of our Hotels are independently owned and operated, therefore, they must be the entity that resolve your concerns."
A pretty polite way to say fvck off, we dont care.
The replies I received from the Case Manager (Highlighted in Green) Vs the Senior Case Manager (Highlighted in Red) were rather contradicting and interesting.
Dear XXX,
My name is Jessica. Thank you for contacting us about your reservation at the XXXXXX.
I am sorry to hear about the issues your group encountered. I can understand how frustrating this must have been for you. This is not the type of experience we want our guests to have and I appreciate you bringing this to our attention.
After reviewing what you’ve shared with me, I can definitely help you with this situation and will assure you a resolution is forthcoming within the next 48 hours. I do need to involve the hotel’s General Manager to get this completed. I expect them to report back to my office with their findings and that they will share them with you as well.
I appreciate you as a Platinum Member and hope you have a good day.
Take care,
Jessica
Case Manager
Guest Relations
IHG
^
Dear XXX,
My name is Peg, I am a Senior Case Manager at IHG Guest Relations and Customer Care. It is my pleasure to further assist you with your above referenced case.
Please allow me to apologize to you regarding your stay at the XXXXXX. Please be advised that we have forwarded your comments to the hotel’s Management and Ownership for follow up regarding your concerns. As well, your case has been documented under the above referenced number: xxxxxxx.
Unfortunately, due to your specific concerns with the Hotel, IHG is unable to bring this matter to resolution for you. The Hotel must resolve this matter. Most of our Hotels are independently owned and operated, therefore, they must be the entity that resolve your concerns.
I apologize that we are unable to resolve this matter.
Respectfully,
Peg O.
Senior Case Manager - IHG Guest Relations & Customer Care
IHG®
PO Box 30321, Salt Lake City, UT 84130
