I booked a room at the Intercontinental Hotel (IHG hotel) to attend a business event being held at the hotel.
Upon check in I was told that there was an issue with the room availability and an Uber was to be arranged to take me on a 20 minute drive to the Crowne Plaza London Docklands (IHG hotel).
*I had to consequently go back and forth between the two hotels on four 20 minute trips over the two days.
*The Crowne Plaza is classified under a lower IHG category to the Intercontinental however I was charged the Intercontinental Hotel rate (Intercontinental = IHG Luxury whilst Crown Plaza = IHG Premium).
*I was late to the first business event due to issues contacting the Intercontinental to arrange an Uber between hotels.
*If I had known IHG were to cancel my Intercontinental room I would definitely had booked a closer hotel.
Overall the experience was not great and from the reaction of the Intercontinental staff it felt like this was standard practice.
In future I would be cautious booking with IHG as I would not want to be inconvenienced like this again, especially if I was with my family.
Once a booking is confirmed IHG should not be treating customers in this way. If there are no rooms the booking should be declined at the outset so the traveller can arrange a more convenient hotel in advance of the stay.
I had fed this back to IHG. However as no response was given I have submitted this review.
I am unable to submit under the Intercontinental as my stay was recorded as being under the Crowne Plaza despite being charged by the Intercontinental.