This week’s Compensation Clinic-case comes from my stay at the InterContinental hotel in Amman that is almost year to date (read more here) from a previous case at this property.
You can access InterContinental Amman’s website here.
Seems that the hotel has paper thin walls at least in one of the buildings that they have. I heard the person talking in the other room earlier in the evening when I was in the bedroom. Not yelling on the phone but talking in the regular vouce. What could go wrong late at night? There obviously was no connecting door in the bedroom.
Then comes around 3:30AM and luckily they didn’t have much stamina. Had to listen to the acts of sex for only 5 minutes or so. Again, not their fault.
Spoke with the club team in the morning that promised to move me to another suite for the second night. Person working in the club lounge at 8PM had no idea of the move. Slept in the living room sofa for the night.
Was fuming when checking out the following day and told (again) what happened. Didn’t ask for any compensation as I don’t need more IHG Rewards Club points and won’t be returning to this hotel again.
They, however, deposited the same 10K points to my account as year before and sent the same (word for word) apology email.
Here’s the email:
To begin with, I would like to thank you for choosing InterContinental Jordan for your most recent visit to Amman, Jordan.
I have understood from the Guest Relations team, that you were not impressed with your stay experience and hence I would like to apologize for the shortfalls that have lead to this.
The Guest’s experience is at the heart of what we do, as we strive to exceed expectations and ensure that we fully provide you with the delighters that you expect when living the InterContinental Life.
Please rest assured, that I am personally looking into this to make certain it does not reoccur, I understand the frustration that comes whenever expectations are not met.
As part of my commitment to guest experience, we will add 10,000 IHG Rewards Club points to your membership which should be available in your balance within 72 hours. Nonetheless, I can guarantee a Club InterContinental Suite in your next visit.
And of course another email pegging for perfect feedback on after stay surveys:
It was a pleasure to have you stay with us at InterContinental Jordan. We do hope that you had a safe onward journey or return trip home.
As our Club InterContinental guest and a Spire Royal Ambassador, it was our pleasure to greet you on arrival. Our goal was not just to meet your needs but to exceed your expectations and make your stay as memorable and comfortable as possible.
Please be informed that you may receive an online guest satisfaction survey. We would be grateful if you could give us your feedback which we consider very important. We usually post the results of those surveys in our staff areas in order to encourage and motivate our team members for their passion and commitment.
If on the other hand, if your stay has been less than excellent, please feel free to contact me directly or provide me with a phone number and I will personally call you at your convenience.
Again, thank you very much for staying with us. Should you require any assistance for your next visit to Jordan, please do not hesitate to contact myself or any of our team.
We look forward to welcoming you back at InterContinental Jordan in the near future
Not sure how difficult market Amman is but this hotel would probably better fit Crowne Plaza brand than InterContinental.
There is no excuse for having paper thin walls that forces you to hear regular conversions (or sex) happening in the room next to you.
The lady who was working in the club lounge in the evening and following morning made it sound like it was my fault that they had paper thin walls in the hotel and I had to listen to the act of sex in the adjacent room late at night.