I'm a frequent business traveller and have given IHG my commitment, I stay in a lot of their properties. On check-in, I was greeted with a cheerful, efficient fellow and I explained I may be checking
out a day earlier than what the reservation indicated. He said that would be no problem. As a frequent guest I was upgraded to a nice, comfortable suite.
I did in fact check out a day earlier as I estimated I might, and the woman behind the front desk "barked" at me that she'd be charging me for that night because they require 24 hrs notice to cancel! She was very unprofessional toward me, and I challenged her on the policy. She said it was out of her control as this is a new corporate policy. Only after I persisted to voice my displeasure did she suggest she could speak with the Hotel Manager. As a frequent business traveller it's not uncommon to have plans change. As a result of the reason I was in Medicine Hat, there were at least 10 guests staying at this property as a direct result of my event. Very upsetting that the alleged "corporate policy" is without flexibility or acknowledgement of a frequent, committed guest like myself. My client who is actually paying for the rooms would be very disappointed to hear that they were being charged for rooms under this policy! It was all eventually resolved but no committed guest should have to endure this kind of attitude from an employee. I would suggest a little empowerment to make decisions specific to the guest and circumstances would have been more in order rather than the attitude I received! [Less]