Ibis Hotels complaint: Not happy

Good morning

We stayed at the hotel checking in on the 23rd of December for 1 night on arrival we ed our dinner reservation and headed straight out to enjoy the city (room was not ready but that wasn’t a big problem as they could take our luggage)

When we got back to check in we were initially delighted with our room 609 we had booked this months before (June 2023) and decided to book the best room available at a expensive price but as this was our Christmas gift each other we were happy to do so.

We then headed for dinner at 5pm as booked at this time we were told the menu had been pulled as there was no staff!!! It was 5pm and we had no other choice to go anywhere else as who would have availability on the Saturday night begure Christmas we also had a show to be at for 7:30

We had no choice but to stay and have pizza!!!

On paying this we were charged £26 apparently this had service charge?? We were never advised of a service charge?

So not only were we forced to stay and eat pizza we had to pay an additional charge for this!!!

When we arrived back at the hotel that evening my husband went for a shower, the tray with the toiletries fell off and landed on his foot, which is now extremely bruised! We left this on the side of the sink, the shower door seal clearly needs replaced and the floor was soaked we had to use the towels to dry this up.

The next morning on leaving the room we also like to do out bit to help the chamber staff we stripped our bed, we were horrified when we seen the stains on the mattress topper and pillows we had been sleeping on!

I’ve no idea why a mattress protector was not on the beds, this was really concerning to us!

We really feel we should have been advised prior to arrival about the lack of staff and no menu other than Christmas snacks and pizza being the only food available, we should have been advised of a surcharge for eating in a hotel we were staying in that we had to order at the bar?? We also feel that we had the right to sleep in a bed that was clean and stain free!!

I really look forward to your feedback

Thanks

Mr Mrs Faith John Friery