The hotel is situated in a good location, close to shops, easy access, has three good restaurants. Ambiance at the restaurants is beautiful. Staff are friendly and helpful. Stayed there 3 nights for a birthday staycation. However, one of the ice buckets i requestes to chill my expressed breast milk has a very yucky rusty cover. Staff apologized for this, and later that day I saw reception staff carefully scrutinizing ice buckets at the front desk. Some coffee cups were dusty and the shower curtain edges had a few moldy spots in it, they asked me for my feedback and i did tell IHG about this so they moved us to a better room with a double ensuite. After a few days, I was surprised to see that my credit card was charged twice for our whole stay. I have paid for the nights weeks in advance and staff have acknowledged this, but charged us again. After I alerted staff, It took a few hours to get a response via email. They were apologetic but to my dismay refunded the wrong amount, less than what we paid for - Another mistake! If i didnt check twice I would have lost money twice! Quite unbelievable! I have lost trust in leaving my CC details at 5 star hotels. And 4 days counting I still havent gotten a refund of my double charge. The attention to detail in payments and refunds is lacking, unfortunately
The hotel is situated in a good location, close to shops, easy access, has three good restaurants. Ambiance at the restaurants is beautiful. Staff are friendly and helpful. Stayed there 3 nights for a birthday staycation. However, one of the ice buckets i requestes to chill my expressed breast milk has a very yucky rusty cover. Staff apologized for this, and later that day I saw reception staff carefully scrutinizing ice buckets at the front desk. Some coffee cups were dusty and the shower curtain edges had a few moldy spots in it, they asked me for my feedback and i did tell IHG about this so they moved us to a better room with a double ensuite. After a few days, I was surprised to see that my credit card was charged twice for our whole stay. I have paid for the nights weeks in advance and staff have acknowledged this, but charged us again. After I alerted staff, It took a few hours to get a response via email. They were apologetic but to my dismay refunded the wrong amount, less than what we paid for - Another mistake! If i didnt check twice I would have lost money twice! Quite unbelievable! I have lost trust in leaving my CC details at 5 star hotels. And 4 days counting I still havent gotten a refund of my double charge. The attention to detail in payments and refunds is lacking, unfortunately
