Ibis Hotels Customer Service Issues

Subject: Disappointing Stay at the Albert Docks Hotel Dear Management, I am writing to share my disappointment with the recent stay I had at your hotel in Albert Docks for my 50th birthday celebration with my girlfriend. The room we were provided did not meet our expectations for the price we paid of £[redacted].00 for two nights on the 30th of November and the 1st of December. The room resembled more of a budget accommodation rather than the experience we were anticipating based on the advertised rates. I have attached images showcasing the various repairs needed in the room. Despite the inviting reception area, the actual room did not correspond with the standard we had hoped for a relaxing weekend in Liverpool. Unfortunately, the subpar room affected our overall experience, leaving us disheartened. I kindly request your attention to this matter and would appreciate a response, along with potential compensation for the discrepancies in the room quality compared to the advertisement. I eagerly await your prompt response regarding the images provided. Sincerely, Devan B.

Subject: Unresolved Complaint regarding Hotel Stay at Ibis Rotherham Dear Expedia Customer Service, I am writing to address a concerning issue with my recent hotel stay at Ibis Rotherham, as documented in Itinerary # [redacted][redacted]. Despite raising the matter with your team, the problem remains unresolved, prompting me to seek your assistance in finding a solution. During my stay with my two children from January 10th, we encountered various cleanliness issues. The room had a foul odor emanating from the toilet sink, the carpet was dirty, and the overall hygiene standards were subpar. Even after changing rooms due to the sewage smell, the conditions did not improve. Additionally, on our return to the hotel, cleanliness was still lacking, with visible stains on the bedding and unsanitary conditions in the bathroom. The staff acknowledged the problems, attributing them to lack of recent visitors. Despite their efforts, the situation did not meet acceptable standards. The whole experience was unpleasant, cold, and far from what I expected from a reputable hotel chain like Ibis. I am seeking a refund for the unsatisfactory stay and inadequate services provided. Kindly address this matter promptly and respond to this email to maintain a record of our communication. Thank you for your attention to this issue. Sincerely, A. Mazheru Email: [redacted]

I made a reservation at Ibis Meknes for 3 nights from March 6th to 9th with a flexible rate under REF HFFDJDSJ. I later modified it to 2 nights from the 7th to the 9th with REF HFJDKCDT. Despite being informed to pay upon arrival on the 7th, I also noticed a charge on my debit card. Although I got a refund of MAD [redacted].00 and extended my stay to checkout on the 10th by deducting from my initial payment of MAD [redacted].00, I discovered my bank account was charged for the full 3-night amount of £[redacted].60 (MAD [redacted].50) plus bank fees. Requesting a refund of MAD [redacted].50, I have contacted Ibis Meknes twice in English and French without a response. I trust this matter can be resolved promptly. My family has used the hotel before, and I await your attention on this issue. Thank you. Kind regards, Salim K.

Hello, I had a reservation at Ibis Liverpool for 2 nights for 2 adults from the 8th to the 10th of October, booked through Booking.com without a cancellation option. Due to unforeseen circumstances, I couldn't make the trip. I contacted the hotel to see if I could change hotels but was told it was not possible because of the booking through Booking.com. Upon reaching out to Booking.com for help, they attempted to assist by contacting Ibis Liverpool, but unfortunately, the hotel was unable to accommodate any changes. I was charged £[redacted].80 for the room, including breakfast for both mornings. Despite understanding the terms of the booking, I am disappointed by the lack of flexibility from Ibis Liverpool and hoped for some form of compromise, like a credit for future use. I am seeking assistance for this situation. Thank you, Rebecca Wells.

I have been living abroad for 54 years. I have a Chase Bank credit card that my travel agent says cannot be used to book my room. I explained to her about the pre-authorization system where the hotel will either charge the card or hold the amount until check-out. She suggested using her company card to book my room. Could you please advise me on how I can reserve the room directly myself?

Dear Customer Service, During my recent stay at the Ibis South Bridge, Edinburgh from December 9th to 11th, [redacted], I had a disappointing experience. My daughter and I were looking forward to a special treat, but we faced an issue with the heating in our room. I contacted reception for assistance, but unfortunately, they were unable to provide instructions or resolve the problem promptly. Though they offered a room change, it was inconvenient for us at the time. Despite assurances of help the next day, the issue persisted on our second night. I'm disappointed that we weren't the only ones experiencing this problem, as I overheard another guest having a similar issue. I hope to receive some form of compensation for the inconvenience. Going forward, having operating instructions in the rooms would be beneficial. I appreciate your attention to this matter. Thank you, Nicola H.

During my recent stay at an ibis, I was shocked by the poor condition of the hotel. This is the first time I've encountered such cleanliness issues at an ibis establishment. The walls were moldy, doors swollen with peeling paint, and an unpleasant odor of cat urine lingered. The white phone was grimy, hallways stained, and carpets were uneven, creating a tripping hazard. Despite breakfast being included, we missed it due to the lack of available seating and poor organization. Staff did not accommodate us to dine elsewhere, leading to us going without. Since our stay, my son needed antibiotics for a chest infection caused by the hidden mold in our room, discovered in a ceiling arch. I have evidence with 20 photos showcasing the hotel's unacceptable state. Even after emailing and leaving feedback on booking.com, I have not received a response. This experience has been extremely frustrating and disappointing. Our stay at Hotel ibis styles London Walthamstow with confirmation number [redacted] was truly disheartening.

I arrived at the hotel for my 5-night stay only to find out that it was unexpectedly canceled, leaving me in a challenging situation. Despite being told to vacate immediately, there is no staff available at the reception, and I must adhere to COVID-19 protocols by not bringing anyone along to assist me. Given the difficulties of carrying my belongings down three flights of stairs, I need my boyfriend's help. I seek guidance on where to return the room key and if I can stay a few more hours until staff are present to safely check out, allowing me to retrieve my essential medication. Being in a precarious situation without a home, I opt to wait for hotel staff rather than risk displeasure by driving off. I aim to comply with all hotel regulations and appreciate any assistance provided. Thank you for your understanding.

Dear Sir/Madam, I am reaching out regarding our recent visit to Ibis Styles in La Rochelle. During our stay, we were informed about a parking arrangement with a nearby car park, where Ibis would validate our parking ticket, costing us 8€ for 24 hours. This charge was to be added to our bill. However, upon checkout, we were billed 16€ for the 2-night stay instead. Upon exiting the car park, our ticket did not work, resulting in us having to pay 32€ for parking, highlighting a flawed system. Our friends who stayed with us encountered the same issue, requiring intervention from a car park employee. We aim to have the 32€ reimbursed, and I can provide the ticket for verification purposes. Additionally, due to Covid restrictions, there were no tea or coffee provisions in the room, which is understandable. Still, we only received one bottle of water for a 2-night stay, which seems insufficient. I approached reception for additional hangers and requested another water bottle for the second guest, but I was denied as the allocation was one bottle per room for the entire stay. This policy seems unreasonable given the prices charged for the stay compared to other accommodations. Enclosed is the bill from our stay registered under our friends' name, and I anticipate the prompt resolution of the above concerns and the refund. Payment through bank transfer can be facilitated upon request. Thank you, Fiona Millar

Upon checking in and going to our room on the 7th floor, we realized it didn't have windows that open. We promptly returned to the front desk requesting a refund. The staff, including Carlos, stated they could only refund half of the amount. Despite only being in the room briefly due to parking and the lack of elevators, they claimed we stayed longer. Their insistence that we used the facilities, like the toilet, further added to our disappointment. This experience has led us to believe the hotel's customer service is lacking. We have encountered no such issues elsewhere in Cancun. We are adamant about receiving a full refund as we did not utilize the room.

Booking Reference: [redacted] Lead name: David Leith Booking Details: Ibis, Albert Dock, Liverpool (4 x double room). Hello, I am writing in regards to a recent booking at Ibis, Albert Dock. My name is Ian Rushford, and I had contacted the hotel on November 4th to amend a booking, but was directed to Booking.com for changes. Unfortunately, I could not provide the 4 digit security code at that time as David was abroad. Today, I spoke with the manager at Ibis, Albert Dock who stated the booking is now non-refundable, and amendments cannot be made to part of it. I was offered the option to cancel the entire booking and receive a voucher for the total cost. I am seeking clarification on the differing levels of customer support I received and whether the manager could have assisted with the amendment initially but was restricted by the cancellation policy. While I understand the hotel's need to fill rooms, I do not wish to pay around £[redacted] for a two-night stay due to the circumstances. Is there any possibility of a goodwill gesture or alternative solution? Thank you for your attention to this matter. Best regards, Ian

I recently had to cancel a one-night booking at a hotel due to a date change and made a new reservation for a different night. I was informed there would be no cancellation fee, which I understood as a refund for my canceled booking. However, after reviewing my bank account, I realized that prepaid bookings are non-refundable. This policy should have been clearer during the booking process. When it states there is no cancellation fee, customers typically anticipate a refund. I am seeking reimbursement for the canceled booking.

I made a reservation at the Swindon Ibis Budget Hotel from September 18th to September 21st, [redacted] (booking reference: JFZLBCRL). Due to Covid-19, I had to cancel my trip to Swindon (#[redacted]) and received a credit voucher for a future stay at the same hotel. I rebooked through the app (reference: KFRLBTJV) for September 24th to September 26th, [redacted]. However, I couldn't find where to apply the voucher code. I called the hotel multiple times to inquire about using the voucher, but none of the staff seemed familiar with the process despite promises from the manager to call back, which never happened. The day before my arrival, they abruptly canceled my reservation, citing hotel closure, leaving me in a difficult situation to find alternate accommodations. I am now requesting a full refund of the initial booking amount of £[redacted].13 to be refunded to my bank account within two weeks. I am looking forward to hearing back from you. - S J DOUGLASS

I stayed at the Ibis hotel in Senlis on January 28, [redacted]. Unfortunately, the breakfast buffet was very disappointing. The staff appeared tired and disinterested, and the egg boiling machine was not operational even an hour after opening. Despite requesting assistance, there was no one available to fix it. The most concerning issue was the disregard for COVID-19 safety measures by a group of guests who refused to wear masks when asked. The situation escalated, and when I sought help from reception to address the situation, they did not intervene effectively. Feeling unsafe, we left the breakfast area and opted to eat elsewhere. I will not be returning to this hotel in the future.

Dear Customer Service Team, I am reaching out to follow up on my complaint regarding my recent stay at Ibis. I encountered several issues during my visit over four weeks ago, which have not been addressed. I would greatly appreciate a resolution to this matter. Upon my arrival on December 24, [redacted], I faced several problems in my room. Firstly, there was no mobile phone signal, and even after being moved to a different room the next day, the issue persisted. Additionally, both rooms were uncomfortably cold despite assurances from the staff about the heating. Furthermore, I had to repeatedly ask for basic amenities like toilet paper, which I felt embarrassed about. The promise of tea and coffee in the room was unfulfilled as there were no coffee sachets available. The inconvenience was further compounded by elevator issues, with only one working during my check-in and both being out of order on my last day, making it challenging for me, particularly as a 63-year-old, to navigate the hotel. I believe a partial refund would be a fair resolution to compensate for the inconveniences faced during my stay. Had I been aware of the elevator situation, I would have shortened my stay, avoiding the wasted time and physical strain of multiple trips with luggage. I look forward to your prompt attention to this matter. Yours sincerely, Stuart J. Booking Reference: Hotels.co confirmation [redacted][redacted] Hotel: Ibis Styles Barnsley Address: 24 Acacia Drive, Hersden, Canterbury, CT34GD Original Complaint Date: 01/01/[redacted]

I am kindly reaching out to Ibis Hotels for assistance regarding my recent booking at the Nottingham location. My booking number with Booking.com is [redacted], reserved for a party of four (occupying two rooms) scheduled for Thursday, February 17th for one night. Due to unforeseen circumstances - the cancellation of Simply Red's show due to Covid among the band and crew - we had to cancel our reservation. While I understand the usual policy of no refunds for cancellations, I am hoping for some goodwill considering the situation was beyond our control due to Covid restrictions. Additionally, one member of our party contracted Covid, preventing us from attending the Hull show and seeking a refund for those tickets. Can Ibis Hotels please review the circumstances and consider providing a refund in this case? Your understanding and assistance are greatly appreciated. Thank you. Regards, A. Day

I am writing to address an issue encountered at a hotel in regard to a dental injury. While having breakfast on January 21, [redacted], I broke my front tooth on a piece of bone in the sausage. The manager collected my information, removed the bone, and assured me of follow-up, but I have not received any communication since. This incident necessitates the fitting of a new tooth, causing inconvenience as I was present for a 4-day snooker tournament. I am seeking compensation for this mishap. Despite the situation, the hotel staff were apologetic, and this experience does not deter me from staying again at the Ibis Leicester City. I anticipate a prompt response to address this matter and would appreciate correspondence via email to maintain a comprehensive record of the case. Sincerely, N. Scott Reservation or booking reference: [redacted] Hotel: Ibis Leicester City

I booked a room at a hotel to escape drama with my ex-boyfriend. Within 40 minutes of arriving, he showed up at my door after the receptionist disclosed my room number. An altercation ensued, leading to the police being called. I feel my privacy was violated and my safety put at risk. My police reference number is [redacted] from the incident on 16/02/[redacted]. I am requesting a refund for the room due to the circumstances and compensation for the emotional distress and breach of privacy I experienced.

During our recent stay at Ibis Hotels in Palermo, Italy on the 7th of May, [redacted], my wife and I encountered some disappointing issues. Upon check-in, we were informed that the hotel was full and offered a single large room for [redacted] euros on the 6th floor. Despite paying in cash, we discovered toothpaste stains in the sink and unwashed sheets with hair when we returned to our room later in the evening. When I raised this concern with the receptionist, she shifted the blame onto me for not checking the sheets earlier. After some discussion, the night manager intervened, acknowledged the oversight, and promptly replaced the dirty sheets with clean ones. This was the first time we faced such cleanliness issues at an Ibis hotel, and the receptionist's response was unsatisfactory. As a frequent traveler who has patronized Ibis hotels globally, I am left questioning if this incident reflects the brand's treatment of loyal customers. Should I consider exploring alternatives to Ibis for future stays?

I am writing to address a concerning issue with a penalty charge notice at the Croydon branch. Despite previous attempts to resolve the matter internally, the problem remains unresolved, prompting this outreach for assistance. On 07/12/[redacted], my brother, L. F., stayed at ibis Croydon for two days. On 09/12/[redacted], I briefly parked to pick him up for a family meal, yet received a penalty charge notice soon after. Despite submitting evidence and appealing twice, the notice stands. When L. contacted the hotel directly, they assured him the notice would be canceled as it was issued erroneously. Surprisingly, a county court judgment appeared on my credit file without prior notification, dated December 9th, [redacted]. I urge for the cancellation of the penalty charge notice and the removal of the county court judgment.