We stayed at this hotel twice in September, on the start and end of a trip to Russia. After the first visit, we were not very impressed with the rude attitude of the Shuttle driver to the Airport the
next morning. The evening shuttle to the hotel was just fine. On the morning ride, the driver seemed to quite irritated that he had a full load. Not sure what the problem was, but none of passengers were impressed. This was not enough of a problem to address, as everyone has bad day once in a while. However on our return through Madrid, we had a very poor experience with the Shuttle Driver. The ride to the hotel was just fine with no problems. We arrived late so called to the hotel for the shuttle to pick us up and it was there in 30 minutes, by the Crowne Plaza shuttle van. We had a wonderful sleep and all was just fine, staff were pleasant and all was good. Prebooked the shuttle for 10:00 am and all went as expected. Arrived in the lobby at 9:40. The OK Shuttle designated for Terminal 4 arrived at the hotel at 9:45. We went outside and stood by the shuttle at about 9:55. Two OK Shuttle drivers were outside having a smoke, I indicated we were going in the Terminal 4 shuttle and he "acknowledged" this by holding up his index finger toward me. 10:00 came and went. At 10:05 I went in and questioned the front desk staff about the shuttle, and was told it would go soon. 10:10, the drivers still outside smoking. My wife questioned the driver, he said 1 minute. 10:15 still nothing. My wife then went indoors to question the situation, and the front desk staff essentially informed her that she should have been outside at 10:00 as we must have missed the shuttle. Obviously, the front desk staff have absolutely no idea what is happening with the Shuttles, as they are run by OK Rental. Her voice caught the ear of the manager, who was in his office. She explained the situation, he came outside and talked to the driver. He shook his head NO. We showed the Manager our Pink Shuttle order slip, so the driver reluctantly walked over and opened the rear door of the van and walked away. He had no interest in putting our bags in. We put in our bags and stepped onboard. The driver then walked over the the other driver standing outside and started a conversation. Several moments passed, so we got out and looked to see if there was a taxi near by, and there was. We gestured ,"should be take a taxi?" and he essentially said, take a taxi if you want. He then reluctantly walked over the the van and started up. It was now 10:25. There was heavy traffic on the way to the airport. Three lanes wide, with the right hand lane being very slow with nothing but transport trucks. Middle and left lanes were moving but the driver remained behind a truck for the whole drive to the exit for the airport, close to 4 km. We finally turned off the highway toward the airport by 10:56. Luckily we afforded ourselves plenty of time before our departure. When we arrived at the airport, we got out of the van, opened the back door ourselves and retrieved our bags. Then the driver arrived at the rear of the van to close the doors and said nothing. He didn't even look at us.
I am a long time IHG customer, and utilize IHG when I can, as the consistency in brands is appreciated when travelling. We also use other brands and will strongly consider them when next travelling through Madrid.
If your location contracts a company to perform some of your services, you need to ensure they operate consistent with your values. That is not the case here. What a shame. [Less]