One of the worst ibis experiences I have ever had
I have stayed at hotels in many countries around the world, and this was genuinely one of the most disappointing hotel experiences I have encountered, especially from a property operating under the Accor group.
I arrived and completed my check-in at the proper check-in time. However, even after completing the check-in process, the hotel was still unable to provide me with my key card and I had to wait for almost one additional hour before I was allowed into the room.
After waiting that long, I expected at the very least to receive a clean and properly prepared room.
Instead, I walked into a room that looked as though it had not been properly inspected or prepared for a new guest.
There was rubbish left in the bin, hair and cleanliness issues, improperly arranged bedding, and a towel left around the washbasin in a condition that certainly did not look like a freshly serviced room. Several aspects of the room appeared unfinished and unchecked before it was handed over to me.
There was also no bottled drinking water prepared in the room. I understand that the hotel provides drinking water through the tap system, but this does not change the larger issue: the room should have been fully checked and properly prepared before being released to a paying guest.
I paid almost USD 90 per night, and what I received was nowhere near reasonable value for that price.
The most unacceptable part, however, was the way the complaint was handled.
I reported the issue through Trip.com, and the response I received was essentially that although I checked in at the correct time, the hotel could not verify whether the condition of the room existed before I entered, because it could potentially have been caused by the guest.
That response is absurd.
Why would any guest deliberately put rubbish in their own room, mess up the bedding, leave towels around the bathroom, make the room look unclean, photograph everything, and then waste their own holiday complaining about it?
Instead of reviewing the housekeeping and room-inspection process, the burden was effectively placed on the guest to prove that the hotel had handed over the room in that condition.
That is not acceptable customer service, and it is certainly not what I expect from an international hotel group.
The issue is also not simply whether I “checked in on time.” The fact is that I completed check-in, was made to wait almost another hour for access to my room, and then received a room that was still not properly prepared.
I am not interested in receiving a generic apology from the hotel. An apology does not change what happened. What this property needs is a serious review of its housekeeping standards, room inspection procedures, and the way guest complaints are handled.
I have stayed in hotels around the world and have rarely encountered a situation like this.
For this stay, I absolutely do not feel that the experience justified the price I paid, and based on what happened, I cannot recommend this hotel.
