Our stay at the Kimpton was completely overshadowed by an unacceptable experience that began the…read moremoment we arrived.
When we pulled up to the hotel, we parked in an area that the front desk later confirmed was not valet parking and that we were fully permitted to use. Despite this, a man wearing a plain black shirt with no name tag, hotel logo, or other identification immediately approached us and aggressively demanded, "You need to give me your keys now."
He never introduced himself, never identified himself as a hotel employee or valet attendant, and never welcomed us to the hotel. Instead, he immediately became confrontational. When I explained that I was not comfortable handing my vehicle keys to an unidentified stranger, he escalated the situation by repeatedly yelling, "Bro, bro, you're not going to disrespect me." We attempted to walk away and continue with check-in, but the harassment did not stop.
After checking in, we returned outside to unload our luggage, and he immediately confronted us again. This time, he threatened that if I did not hand over my keys, "there would be consequences." No guest should ever be threatened simply for asking reasonable questions or wanting to verify the identity of someone requesting possession of their vehicle.
The front desk staff later confirmed that we had parked in the correct location and acknowledged that this employee's behavior was inappropriate. While I appreciated their honesty, that did not change what had already occurred or the fact that the individual continued to work the front entrance.
Unfortunately, the situation only worsened throughout the remainder of our stay. Every time we entered or exited the hotel, this valet employee continued making comments about my group to his coworkers. He would smirk, laugh, and make remarks within earshot of us, often in front of the front desk staff. Rather than feeling welcomed as paying guests, we felt uncomfortable and uneasy every time we walked through the lobby. The hostility that began upon our arrival never truly ended.
As an IHG One Rewards Diamond Elite member who spends more than 200 nights each year almost exclusively at IHG properties, I have always chosen IHG because of the professionalism, hospitality, and consistency I have experienced across its brands. Unfortunately, this stay was unlike anything I have ever encountered. In all my years of traveling, I have never felt so disrespected, singled out, isolated, or unwelcome at a hotel.
IHG promotes its hotels as places where every guest should feel safe, respected, and valued. That was not my experience at this property. From the moment we arrived until the day we left, I felt that our concerns were dismissed, and the behavior of this employee created an environment where we no longer felt comfortable.
This was, without question, the worst hotel experience I have ever had. It has caused me to seriously reconsider my loyalty to IHG after spending hundreds of nights each year with the brand. I hope hotel management and IHG Corporate conduct a thorough investigation into this incident, address the conduct of the employee involved, and ensure that no future guest has to experience the same treatment we did.
