A LoyaltyLobby reader sent us a Compensation Clinic case based on two recent stays at the InterContinental London Park Lane and the InterContinental Lisbon.
Here’s the email from our reader:
So here’s the two incidents.. I’m Spire Ambassador
IC London Park Lane (last week). Had to be in London overnight for work, saw a low rate there at £175, and had three brands as an Accelerate target (or whatever it is called now) – so booked it. Got to hotel 9pm, checked out 7am, so hardly a long stay. Room was old 80s decor – an Executive Room they told mean check in. Was not the standard of room I’d had before there. So no charger points in accessible location, had to move nightstand forward and then saw how unsafe electrics were. Called for engineer, who eventually turned up and got it sorted. He was shocked how bad it was, and why not reported by housekeeping. I raised same point at checkout, asked if they had logged the incident for follow up.. receptionist couldn’t care less. So when IHG survey comes in over email, I give them a pasting. Will send emails over to you, including the apology/points settlement one. Then I get an email from IHG telling me to resubmit my review – have not done so.
IC Lisbon. Reward stay, four nights 40k per night. Nice upgrade room with River view, recently refurbished. Letter on desk advising building work going on 10am-6pm. Except it was longer than that.. on last night there called down to front desk about very loud drilling above us at 6.30 – staff apologetic. Then 7.15 more drilling.. called down. Staff apologetic again, but clearly totally ineffective. Went out for dinner, got back midnight, no more noise. Checked out in morning and told the receptionist very unhappy with the blatant mistruth in the letter from management about 10-6 hours for maintenance, and said i’d put this in my IHG survey. She called duty manager who rushed to meet me to say he was sorry and giving me 40k points back – which i got same day in account. Will put all this in survey though. I’d not want to pay for an Executive room and have to put up with that noise.
No more stays for a while planned, so can’t complain for a few months now!
Here’s the reply from InterContinental Park Lane to the reader:
Thank you for sharing your feedback with us following your recent stay.
We are sincerely sorry and disappointed to hear about your experience and we totally agree that the issue should have been picked up by a member of our team rather than you. I can assure you that this experience is not indicative of our usual high levels of service, care and attention to detail.
I have already followed this up with the housekeeping team to ensure that all of our teams are reminded to report such issues immediately.
As a token of our apologies we will credit 30 000 points to your IHG membership.
Once again we are genuinely sorry for this experience and we do hope that despite this experience that we will have the opportunity to welcome you back again soon.
For both cases, the common denominator is the IHG post-stay survey. In the London Park Lane case, a bad survey prompted hotel management to apologize and to issue (unsolicited) compensation. In the Lisbon case, the mention of a bad survey at check out prompted management to proactively issue (unsolicited, again) compensation. These surveys make a good part of hotel management performance reviews, and they certainly don’t like those bad grades on key questions as “was management able to solve any issues you had during your stay?” or similar.