This was “Unbelievably bad — chaos, filth, and zero customer care.”
This was, without question, the worst hotel experience I have ever encountered. When we arrived around 2:30 pm, there was no staff member present to greet us. Another family waiting informed us that the employee had stated she would not begin checking anyone in until 3:00 pm — something I have never experienced at any hotel. Typically, guests are checked in promptly and notified if a room is not yet ready. The lobby was noticeably unclean, and the furniture was worn and in poor condition. Given these issues, our family — along with roughly 20 others traveling with us — decided we needed to move to another hotel. While one of our families was speaking with an IHG representative, the hotel employee called the police and falsely claimed we were being irate. At no point were we rude, aggressive, or disrespectful. We were simply waiting to have our reservations canceled so we could relocate. I strongly advise avoiding this hotel. The treatment we received was extremely disappointing, especially considering the amount of business our group intended to bring. Thankfully, we were able to move to another IHG property, where we were treated with professionalism and respect.