My family and I had stayed in the hotel for 5 nights for our trip to Fukuoka. We enjoyed our stay very much at your hotel, the rooms were clean and comfortable and the staff were friendly. However,
there is definitely space for improvement.
As we checked in the hotel, we were happily surprised when we were offered either complimentary 400 IHG Rewards points or some free drinks coupons which could be used at any restaurants in the hotel. The drinks coupons were chosen. So in one evening during our stay, we went for a drink at the Mezzanine Bar. At the bar, we were suggested that, according to my membership (Gold Elite), we could only order non-alcoholic beverages. After several requests (to different servers who neglected our requests) for the menu, we finally received the menu and placed our order. My sister ordered a Virgin Bloody Mary which we totally understood was not in the offer and we were very happy to pay for that. Obviously, the server didn't really speak English and she just stood there and stared at us but couldn't tell us what was the problem and didn't go get some help from her superior, even when we promised that we would pay for that cocktail. After the failure of communication, we just gave up and ordered another glass of orange juice, A few minutes later, we were told that we could not order freshly squeezed orange juice, only OJ in the box was offered.
We were extremely disappointed with the quality of the service at the Mezzanine Bar. It is completely understandable for the limitation of beverages offered for your members in different statuses or levels. However, for the hotel or the hotel chain, it would be good to manage your members' expectation first, and separate or special menus for members in different statuses/levels would be appreciated too. To the bar, language barriers often happen when we travel but we were having a great time when we were exploring the city, some shopkeepers or servers in some local restaurants didn't even speak a single word of English but they served well with a bright smile. The servers we encountered at the bar seemed lack of an initiative in serving or solving problems. Oh, another thing. We did know that the coupons were for free drinks but we were actually quite surprised that they didn't serve nuts to us, it is obviously we were there for free drinks. Honestly, this act really didn't give your brand justice.
At the end of this review, despite the awkward experience at the bar, I would like to thank all the staff in the hotel for the good service and sweet smiles. Thank you very much for making our stay nice and comfy. [Less]