Menu
Login
Dear Ibis team,
I hope this email finds you well. I am writing to express my deep concern and dissatisfaction regarding a recent experience I had at Ibis Budget Heathrow Central. I am disappointed by the check-in process and the subsequent breach of privacy that occurred during my stay.
On June 11, 2023, I arrived at the hotel and was greeted by one of your trainee receptionists. However, both the trainee and the receptionist handling the check-in process lacked basic customer service skills. Consequently, I was assigned to room 126, which was already occupied by another guest. Upon entering the room, I was confronted with an extremely uncomfortable situation, as the guests in room 126 were engaged in a sexual encounter. This incident caused me great embarrassment and distress. After reporting the issue to the receptionist, I was assigned a different room, room 118.
I must highlight several issues that have raised serious concerns:
Lack of managerial presence: It was disconcerting to note that there was no manager or person of authority available at the hotel at the time of this incident. This absence contributed to the inability to address the situation promptly and effectively.
Inadequate explanation: The reception staff offered a highly unprofessional justification for the error, claiming that the previous occupants of room 126 had already placed their key card in the check-out box, leading to the room being erroneously marked as available. However, this explanation raises several significant questions. Why was there no verification process to confirm whether the room was indeed vacant? Furthermore, why was there no confirmation that the room had been properly cleaned and prepared for the next guest?
Considering the gravity of this incident, I request the following actions be taken to address my concerns:
A comprehensive explanation: I kindly request a detailed account of Ibis' check-out process, including how such errors can occur. I would like to understand why the check-in software failed to create an alert indicating that the room required cleaning and security clearance before being assigned to another guest. Identifying the exact cause of this oversight will help prevent similar incidents from happening in the future.
Apology from Ibis' country level management: I expect a formal apology from the country level management of Ibis for the distressing experience I encountered during my stay. It is crucial to acknowledge the breach of privacy and the emotional impact it had on me as a long-standing guest.
As a loyal patron of Ibis, having stayed at various branches, including the one in Heathrow Central, for over 10 years, I am deeply disappointed by this incident. It has significantly undermined my confidence in the security and privacy measures employed by the hotel. I believe it is of utmost importance for Ibis to address these issues promptly and implement necessary improvements to prevent similar incidents from occurring in the future.
I kindly request that you provide a comprehensive response to my concerns and proposed actions within [specify a reasonable timeframe]. Your prompt attention to this matter is greatly appreciated.
Budget Heathrow Central
Room: 118
Arrival: 11th June 2023
Check-out: 12th June 2023
[protected]@hotmail.com
