"1 STAR – SERIOUS COMPLAINT: POOR SERVICE, FAILURE TO RESOLVE A REPORTED ROOM DEFECT & UNACCEPTABLE STAFF CONDUCT
My stay at ibis Styles Amsterdam Airport was an extremely disappointing experience, and the conduct of one member of staff was completely unacceptable.
I am leaving this review to accurately document what happened and to warn other potential guests.
Upon discovering that the shower/bathroom drainage in my room was not functioning properly and that water was not draining away, I reported the problem directly to reception before leaving the hotel for the day.
I was away from the hotel for approximately 11 hours. I therefore reasonably expected that a maintenance issue which had been reported to reception would have been investigated and resolved by the time I returned.
It was not.
When I returned from the festival at approximately 2am, the problem remained unresolved. I went back to reception and reported the issue again. Instead of the problem being properly rectified, I was given towels to place on the floor because of the water.
The following morning, I returned to reception and asked when the bathroom would actually be dealt with. I was then told that it could take three days to clean.
I was staying for a weekend. Three days was effectively the entirety of my stay.
I subsequently located the cleaner myself on my floor, explained the situation and, thankfully, he was helpful and managed to clean the room to my satisfaction.
However, the matter did not end there.
While waiting downstairs for the hotel's airport shuttle, I encountered the receptionist to whom I had originally reported the problem. I explained that I felt the matter had not been dealt with appropriately. She stated that she had done her job.
At that point, another member of staff intervened. He approached me and stood extremely close to my face while speaking to me. Rather than professionally addressing the complaint, he began making comments about me playing music and being drunk.
I asked him a straightforward question: who was I supposed to speak to about the problem?
I also specifically requested to speak with management.
I was told that management was not available.
The interaction then escalated considerably. The member of staff repeatedly told me to “f#+k off”, including telling me to “f*#k off from this hotel”. He also made comments to the effect that I did not know who he was.
I consider this behaviour wholly unacceptable and completely incompatible with the standards of conduct I would expect from a professional hotel employee.
I was a paying guest, not an individual causing a disturbance, and I had raised a legitimate complaint concerning a problem with the room I had paid to occupy.
Even if staff believed I had been drinking or playing music, that does not justify repeatedly swearing at a customer, approaching them in an intimidating manner or telling them to leave the hotel.
The fact that I was unable to speak to a manager when I specifically requested one is also extremely concerning.
Fortunately, the airport shuttle arrived shortly afterwards and I left the situation rather than allowing the confrontation to escalate further.
I had also contacted the hotel before my stay because this was my birthday weekend and asked whether anything could be done to make the occasion special. I was told that nothing could be arranged. I fully understand that a hotel is not obligated to provide a complimentary birthday gesture.
However, taken together, the experience was extremely poor:
• A room/bathroom problem was reported and not properly resolved.
• The problem remained unresolved approximately 11 hours later.
• I was still dealing with the consequences at approximately 2am.
• I was told the cleaning could take three days despite only staying for the weekend.
• I ultimately had to locate the cleaner myself.
• A member of staff subsequently confronted me rather than professionally dealing with my complaint.
• I was repeatedly told to “f£#k off”.
• I was told to “f&#k off from this hotel”.
• I was unable to speak to management despite specifically requesting it.
I want to make clear that I appreciate the cleaner who eventually assisted me. Thank you!!! However, his helpfulness does not excuse the failures or the conduct described above.
I strongly recommend that ibis Styles Amsterdam Airport and Accor investigate this incident, including the actions and conduct of the staff involved and the hotel's handling of my original maintenance complaint.
I have retained my booking information and relevant correspondence and am able to provide further details regarding the incident if required.
This was supposed to be a birthday weekend. Instead, I left the hotel feeling embarrassed, disrespected and extremely disappointed by the way I was treated.
Based on this experience, I would not stay at this hotel again and cannot recommend it to other guests. I have pictures too."
