Manager - Alexandra (On duty 9.30am 11th July 2015)…read more
Due to a late Ferry arrival in Portsmouth my daughter and I were forced to find accommodation for the night before catching our train the next morning. I choose the Ibis Hotel as it was close to the ferry terminal and being a French owned chain and an international hotel company i thought it would be ideal for our overnight stay.
Mostly everything about the hotel was ok, not exceptional, but fine. The bedroom was small but our bed was comfy, the bathroom was very compact with a very weak shower that had barely any pressure with one of those multipurpose shower gel, shampoo, conditioner to wash with.
We slept well and having prepaid for breakfast we went down to dining room early. This was the start of our trouble and quite frankly made our whole experience of staying at an Ibis Hotel a bitter one.
Firstly the dinning room was packed, not one seat. Ok i thought we can eat in the sitting area adjacent. The biggest problem with that was no cutlery, no plates, no glasses and the food looked as if a horde of vikings had passed through... So basically no breakfast for WHICH WE HAD PREPAID FOR!!!
I asked the young girl and she didn't have a clue - the breakfast is self service, ok fine. But have the food stocked, clean plates, cutlery, etc. Ready for the guest. There wasn't even someone from the kitchen to collect dirty dishes, it was so badly organised its no wonder that the place was in chaos.
I went to the front desk and asked to check out, when asked about our stay i told the reception that it was ok, but explained the our issue with the breakfast.
The young lady, Alexandra, who turned out to be the manager, was totally non plussed by the situation, made no effort to try and resolve the situation she just asked how I would like to PAY?
I am standing with my 7 year old daughter, having had no breakfast and i'm faced with a manger that basically doesn't give a dam. I explained that we had prepaid for our breakfast and to take that off the bill, which she did reluctantly. But other then that there was no customer service to speak of, no apology, nothing that made me feel like a respected or welcome customer.
I did ask to speak to the manager at this point when Alexandra told me she was the manager. I did enquire as to why they didn't have enough breakfast, plates, cutlery, etc. available when they knew they had a full hotel? Nothing of an explanation was offered in return.
I was shocked by the experience, i am used to a hotel apologising and offering to take something off the bill, like the £9 pizza we had the night before. But Alexandra was not in the opinion that we should be offered any kind of gesture of goodwill.
In fact she puffed herself up and said "i took the breakfast off the bill" to which i replied "WE DIDN'T GET TO EAT ANY BREAKFAST" So we were given nothing...
What i find upsetting is that Alexandra didn't even offer my daughter a bread roll or some water before we left. Seeing my 7 year old daughter standing there i thought that that was the least she could have done.
So i paid my bill and left hoping to find something to eat at the railway station knowing that I will never stay at another Ibis Hotel ever...