"Terrible Experience – Completely Unacceptable for an IHG Property
We genuinely do not understand how this hotel qualifies as an IHG property. It fails to meet even the most basic standards of comfort and customer service.
First, the location is directly on one of the busiest streets imaginable. Motorcycles, trucks, and cars are constantly racing by—it honestly sounds like a war zone, with what feels like a nonstop Harley-Davidson parade.
At check-in, the front desk associate (Steven) was friendly, but gave us no warning about the major issue awaiting us. When we entered our room, it was extremely small and very basic. Worse yet, the temperature inside was 30°C (87°F). We opened the balcony door hoping for relief, only to be hit with overwhelming street noise and mosquitoes—there is no screen.
We called the front desk about how to operate the air conditioning, only to be told that the system had been broken all day, no technician was coming, and there was nothing that could be done. Because of the noise, we could barely hear the conversation and had to go downstairs in person.
There, we found multiple other frustrated guests in the same situation—rooms were unbearably hot with no solution. One couple had just arrived from a long flight from Korea with a ticket at 7am the next morning to visit the Coliseum, and two women was from the U.S.—all IHG members, all completely dissatisfied.
We requested a refund so we could move to another hotel, but were told that only the manager and the booking department (who would not be present until the next morning) could approve it. We then spent two hours of our vacation contacting IHG customer care, only to be told the same thing—nothing could be done until the next day.
Ironically, the lobby and bar had working air conditioning (standalone units), which made the situation even more frustrating.
So to summarize:
-The hotel had a known, property-wide air conditioning failure on a hot, humid day.
-There was no management onsite to handle the situation
-Guests were left in unsafe, unlivable conditions with no immediate solution
Ultimately, we had no choice but to find another hotel late at night. Fortunately, just behind this property we found the Ergife Palace Hotel, located in a quiet oasis with a huge pool, palm trees, spacious rooms, and a luxury breakfast buffet—all for €50 less than what we paid here. We didn't get to rest until midnight.
Even with functioning air conditioning, this hotel does not meet IHG standards due to its location, room quality, and overall guest experience. The complete lack of accountability and support only reinforces this. The next morning, we did go back to speak to a manager for our refund, he apologized and asked us to send him an email regarding the situation in order to process our request. We did as he instructed, but we have not heard from him as of now, nor have seen a refund on our credit statement.
This property should not represent the IHG brand. Members deserve far better than being misled into staying at a substandard hotel like this."
