Submitted on 02-07-2017
Before I provide feedback I'd like to say that I primarily stay in IHG hotels on a weekly basis for work. I rarely get to use hotels for leisure for various reasons. Therefore, when it was possible to use points to celebrate our 12th anniversary as for the first time in 10 years we managed to get more than a day off with each other, we booked Turin using my accumulated points. I wish I hadn't wasted them. This review has been provided to IHG customer relations by email. I also notice that most ...
Before I provide feedback I'd like to say that I primarily stay in IHG hotels on a weekly basis for work. I rarely get to use hotels for leisure for various reasons. Therefore, when it was possible to use points to celebrate our 12th anniversary as for the first time in 10 years we managed to get more than a day off with each other, we booked Turin using my accumulated points. I wish I hadn't wasted them. This review has been provided to IHG customer relations by email. I also notice that most responses on here are from IHG case managers, and not hotel management, which speaks volumes. It also means that promised reviews with the "hotel" have not been done.
On arrival at the hotel, we were told that we had been allocated "the best room in the hotel". It really wasn't. In fact, in some of the grottiest hotels I had stayed in over the last 8 years, rooms had not been this horrible. However, trying to be positive, and after a long journey (working late the night before, a very early flight etc) we tried to make the best of it. In addition, I was not offered welcome points or recognised as a IHG rewards member.
The room (406) smelt. Bad enough that the corridor stank of cigarettes in a no-smoking hotel, but the room smelt of sewage. We opened the windows. In the bathroom, the taps were coming off the walls and the smell was even worse in there. The shower head was disgusting and covered in limescale. In addition, the bathroom door didn't lock. In fact, it didn't even close.
We proceeded to unpack and requested an iron from the housekeeping lady on the floor. She bought one in 25 minutes - and I had to go chasing after her to get a replacement as the iron was broken - there was no dial. She genuinely seemed surprised.
After unpacking, we decided to have a nap before heading out into the town centre. We'd seen in the lift a notice that the hotel restaurant was shut, so plans to eat at the hotel were out of the window. Anyway, we pulled back the bed covers and the sheets were dirty and covered in dark, curly hairs. I felt sick. I can't tell you at that point how much i was regretting coming to this hotel.
I tried to call the reception - and the phone didn't work. Dead. I checked the connection, and all was plugged in. So, we decided to head out for food and speak to reception at the same time.
It was a different person at the reception desk so we told him about the bed, and the bathroom doors and the phone. He, to his credit, did say he would sort it out. This was supposed to be the best room??
A couple of hours later we returned to the hotel, to be advised that the sheets had been changed, but "that's just the way the door is". He then offered us room 408 to look at if we would prefer it.
We looked - it was SO much better - a bath, better lighting, a balcony, modern furniture, a bathroom door that closed and clean sheets. Thank God. The phone still didn't work, and the fridge was boiling hot, and the bathroom fan didn't work, but clean sheets and that did it for us. We moved out belongings from 406 to 408 and gave the 406 keys back to the reception.
The room wasn't perfect. Clicking on the "do not disturb" switch made no difference. The maid were knocking on the door at 10am. We were so tired. On saying to come back later as we were still sleeping, we were advised that ours was the last room they had to clean so we had to leave. We agreed on 45 minutes. It's OUR break -why are we being forced out of the room? By day 2, we had just told housekeeping to leave us some spare towels and not bother cleaning. The DND made no difference. We also asked for some water, but were told water was only provided to new guests and we had to go to the vending machine downstairs if we wanted any. Also, the worst coffee in the rooms (IN ITALY!) so we ended up buying a jar from the local shop. However, when we asked for real milk instead of the powdered milk supplied, we were advised that that wasn't allowed in the rooms.
On trying to activate the bathroom fan/ventilator on the first night, I pulled the emergency cord by accident. I guess that didn't work too as no-one came to check up. So no working room phone, and no emergency cord. Good thing I wasn't on my own and slipped in the uneven bath. Also, although it was a jacuzzi bath, we found out that didn't work either. Maybe that's a blessing in disguise - with the general state of cleanliness, I dread to think of when they jets were last cleaned and what gunk would come spurting out if they had worked.
On heading out on day 2, we noticed a map of the ground floor by the lift. It showed a garden. We decided to have a look. On finding it by the closed off dining room we looked for a way to access it. There were no signs or indications that the garden was out of bounds, unliked the restaurant which was roped off. On finding a door that led to the garden we were accosted by a member of the housekeeping team. I am not fluent in Italian but you didn't even need to know the language to know that we were being shouted at and accused of something. I left the hotel and walked away but my partner was so upset and angry that he went back to speak to the manager. No manager was available so he spoke to the reception. It was all sorted but it seems like no-one at the hotel seems to know how to treat guests. The ONLY good thing about the hotel is the location. Frankly I'm surprised it was granted accreditation to be part of the IHG family.
We managed to avoid being at the hotel apart from bed time and asking for Wi-Fi codes for the next couple of days. Which is a shame as we would have liked a known place to relax and have a coffee / drink but frankly we realised that this place is not a place to relax or be treated as a welcome guest. I realise it's an old building but the heat was stifling in the rooms overnight. We could open the balcony doors, but the location means that there was constant traffic noise and also that dust from the filthy curtains in the room was being blown in.
Also, the IGH / hotel website promotes many facilities but does NOT provide accurate or correct information. E.g. :-
no tourist cards (or maps) available at reception (go to the nearest information point by the hotel - their maps and discounts are fantastic)
newspapers not offered
no information re TV channels
no information re breakfast
dining room closed
no information about additional fees
no local tours or shopping hours information
On check-out, as we hadn't used any hotel facilities, we were advised that there was a city tax to pay. A tax that hadn't been mentioned at check in, no details provided at reception or in the room or on the website. this is not treating the customers fairly.
I would NEVER stay at this hotel again - which is a shame because I really liked Turin.