Holiday Inn Express MEXICO REFORMA by IHG

Normal for stay, nothing special

We stayed at Holiday Inn Express Mexico Reforma for a family trip, and we had a terrible experience that significantly impacted our trip to Mexico City. I have been waiting for a response to my feedback through their survey system (IHG hotels), but they have been ignoring me for over a month now. I want to share my experience with them. We reserved the King suite for 4 nights but were given the regular room on check-in without explanation. It wasn't until we entered the room that we discovered the room given wasn't the type we had reserved. We claimed that the room type was incorrect and asked to have it corrected to the right room, but they claimed that the rooms were all full (This turned out to be a lie.) and would change the rooms the next day. There were no apologies for 2 hours until late at night, and even the apology that I received was from the person at the concierge desk. To make a long story short, the personnel at the hotel ignored our request to meet the manager or supervisor during the 4 nights we stayed (a series of lies during the process), until I was finally able to meet him on the day we were checking out. When I finally met him, he explained that the suite was available on the day we checked in. However, because the sofa bed was not prepared, they tried to do us a favor by giving us a room with two beds. This explanation is absolute nonsense. Either the previous explanations about the situation or this explanation is a complete lie. In addition, nobody asked us about our preferences when checking in. We would have chosen to stay in the suite, even without the sofa bed made. At that moment, I realized there was no meaning in trying to have a conversation and giving them a chance to explain the situation frankly and offer compensation, which we rightfully deserve. We had paid for the higher-grade room, not to mention all the inconvenience and waste of our time and efforts. One thing they claimed to offer was IHG points, and they would send me an email regarding it. I have been waiting patiently for the email for the last seven weeks now, and there has been no contact whatsoever. Anyone can make mistakes, and an appropriate explanation could at least partly resolve the situation. That is why I was polite and gentle when talking to the personnel at Holiday Inn Express Mexico Reforma until the very last day, when I was distraught and expressed my feelings. In this case, they took no proper action to resolve the inappropriate nonsense, resulting in a terrible experience for my family. I will continue to provide feedback regarding this experience until they take adequate action. I want to mention one positive experience from our stay. The receptionist lady at Breakfast was super friendly and hard-working. She made us and other guests at breakfast smile and start the day with positive vibes. They need more employees like her.