IHG Clean Promise
A few weeks ago I needed to stay at a Holiday Inn by the Cleveland Clinic because I had an early morning procedure. If you listen to the podcast then you know what I am talking about. I normally book the Intercontinental attached to the hospital. It is a nice hotel, with good service and it has super convenient access. Well, with IHG going to fully dynamic they regularly price the hotel at 41,000 points, or more, just high enough that I can’t use a free night certificate (FNC) there anymore. Sadly, before the change the hotel was always available for a FNC redemption in the past. That led me to the Holiday Inn Cleveland Clinic right down the road.
I had a weird booking for this trip. We were not going to get to the hotel until after 10PM, since we had to leave when my wife was done with work. The kids were also coming along for the trip because we couldn’t find anyone to watch them.
I had a night full of pre-procedure prep ahead of me which meant I would be up until early morning. Since I didn’t want to keep everyone up all night with me I booked two rooms for the first night. I also booked a second night on one of the rooms because the procedure wouldn’t be completed until late afternoon. I knew we would need the room until like 5PM and didn’t want to rely on the grace of a late checkout. We both have IHG Platinum from their credit cards but I knew that was worth about the same as booking with Expedia to IHG.
Issues With My Room
Check in went fine and we got two rooms next to each other. We walked into the room my family was staying in first and it looked to be in good order. I then went next door into my room and the first thing that hit me was the smell. I couldn’t quite place it at first, was it a repair and some paint etc. or what? The room looked pretty recently remodeled so I figured it was something like that. Since it was already 10:30PM at this time, and I had a few hours worth of prep to do, I didn’t want to bother with heading downstairs to try to find a new room. I figured I would get used to the smell after a few minutes and just moved on with life.
A few hours later I finished up with everything and decided to hop in the shower. That is when I saw the source of the smell. The shower surround had some mold around the tub. That isn’t the worst part, I have seen that before, but the shower curtain was a Jackson Pollock painting of mildew and mold. It was caked all across the bottom of the curtain. I was pretty shocked. How does someone miss this when cleaning a room?
The interesting thing was I went next door and saw their bathroom had a glass shower, not a curtain. I also noticed at this point that their fridge was behind a cabinet door instead of in a cubby with the door ripped off. It appears my room had not received the full remodel yet.
At this point it was after 1AM and the last thing I wanted to do was go downstairs to discuss this. I figured I would take care of it upon checkout and went to bed in the other room.
Check Out Rep Quotes IHG Clean Promise
In the morning I headed to the checkout desk and talk with the front desk agent. I explain the situation and showed him the pictures that I put in this article. The very first thing he asked was if I notified anyone about this last night? I said no, I didn’t notice it till the middle of the night and didn’t want to come downstairs.
He said that is why they have the IHG Clean Promise. He informed me that I had two hours after check in to alert them to issues and they would have moved me or corrected it. Only after they fail that will there be compensation.
I said that is fine and all but I didn’t think I needed to do a thorough inspection of my room before accepting it. Most people don’t even look in the shower until the morning after so what good does two hours do for them? I also mentioned that I don’t know how anyone in their right mind would release that room after “cleaning” it. I then brought up the point that I was paying for 3 nights and essentially only using 1. Surely there was something he could do. At least he could show some understanding and embarrassment for the cleanliness of the room. He stonewalled me and said there was nothing he could do.
At this point I had to get to my appointment, and a line was building up behind me, so I didn’t want to wait for a manager etc. I told him I would take it up with corporate. This is where my foolishness came into play. I assumed IHG Twitter was empowered like Hilton, Hyatt or Marriott when it comes to customer service.
Reaching Out To IHG
I fired up Twitter and reached out to the IHG Twitter team. In the past I have found Twitter teams for hotel and airline loyalty programs are pretty resourceful and can usually fix things for you. I have received compensation from the Hyatt and Hilton social media teams in the past when things went awry and the hotel refused to properly handle it.
I sent the IHG Twitter team all of my reservation info, explained the situation and sent pictures of the shower area. They responded 24 hours later saying they didn’t have the ability to actually do anything but that they would send my info to hotel to discuss with me at checkout. Unfortunately I had already checked out so that wasn’t going to help me.
IHG Clean Promise – Final Thoughts
The fact that the hotel was unwilling to do anything for me wasn’t a huge deal, the room was only 28,000 points a night. My bigger issue was the fact that not one person even apologized for one of the nastiest things I have seen in a hotel room. Sticking to the IHG Clean Promise and refusing to admit any wrongdoing left a bed taste in my mouth. I mean I went down there just a few hours after discovering the problem, it wasn’t the end of a 3 night stay or something.
If we were all staying in the same room I most likely would have headed downstairs in the middle of the night. Since I didn’t really need to use the room, or shower, I decided to handle it in the morning. It never crossed my mind that a hotel would refuse to even discuss it because it wasn’t within the first two hours of check in.
I would have been happy with someone going up to check the room with me and apologizing about the situation. Some type of confirmation that they will get it handled before anyone else stays in the room would have been nice too. If they were willing to throw me 10,000 IHG points, or even credit the night back as they should, that would have turned an annoying situation into something understandable.
That isn’t how it played out though. And the fact that every hotel is supposed to do extra “covid cleaning” puts a real cherry on top of it all.