This week LoyaltyLobby pays a visit to the Hotel Indigo Leicester Square in London. This is a brand new IHG hotel that just opened a couple of weeks ago in the heart of Central London. One of our readers ran into an issue and interruption with their stay
You can access Hotel Indigo Leicester Square’s web page here.
Here’s the email from the reader:
On check in at the hotel I asked if a 1pm late check-out was available and was assured this wouldn’t be a problem and that they had made a note so housekeeping was aware.
I had left the do not disturb sign on the door before retiring for the evening. At 11am I was awoken by housekeeping knocking at the door.
At 11:30 am and again 12pm someone knocked again on the door and I yelled “hello” back so they would know someone is in the room.
At 12:30pm someone knocked on the door and immediately entered the room. When they realized I was in the room they left and closed the door behind them.
On checkout I mentioned this to the front desk manager who apologized and was very polite. He mentioned if there was anything from the restaurant he could offer for the inconvenience. I asked if they could offer some points instead and they credited 10,000 IHG to my account. (A free night at this property is 60K).
With it being a brand new property I suspect this is simply a training issue with their which they will sort out in time. Aside from that I had a wonderful stay and would recommend this property to anyone visiting London.
These DND issues are really annoying and seems that the hotels are never able to fix them. How difficult it is for the housekeeping staff to have real time access to the info about the guests who have left and those with a late check out and not be knocking at the door when the DND is hanging outside?
At this day and age, it shouldn’t be that difficult to hand staff members mobile devices with up to date info instead of those papers that you often see them relying to.