Arrived after traveling for 5 hours and find my reservation is not correct. Booked a suite with two double beds and a pullout couch with my IHG points to find there was no suites available nor is
there any rooms with a pullout couch because it's against the law in Massachusetts to have 3 beds in a room even though we had a confirmed reservation which stated we had a suite. With or without a pullout couch there were no suites available. Evidently somewhere there was a mix up where they over booked. My wife and I were irate, we have 2 daughters 18 and 21 and putting 4 adults in a standard room is very tight. That's why I booked a suite and I even called several weeks before to confirm.
The night manager Manal on duty tried to help us but only had a regular room with 2 double beds. She was beside herself because she saw we had a confirmed reservation stating we had a suite with none available. We tried calling IHG to see what they could do or give us some sort of compensation. We had to call 4 times speaking to about 6 different people. They would transfer us to another department to assist us where we were either cut off or the department was closed. This customer service is just unacceptable. We have so called Gold status with IHG and we do pay for it but I guess that doesn't seem to matter to them.
So the first night we had a standard room which was difficult but then the second and third night Manal accommodated us with 2 adjoining rooms with 2 double beds at no extra charge or points. She even threw in 2 complimentary breakfasts for all of us in their restaurant.
Manal and her staff went above and beyond to help us, but IHG was totally useless and insulting. For Manal and her staff I give 5 stars, for IHG they would get zero stars from me.
Thank you Manal and your staff, oh and breakfast was really good. [Less]