GabrielaMaj
May 26, 2024
I am extremely disappointed with booking service at the Indigo hotel. I made a non-refundable reservation at the hotel for two nights in September which also happens to be my birthday. Unfortunately our flight has been cancelled by the airline and we cannot arrive to France on this date. Therefore I sent a polite e-mail asking the hotel to consider a partial refund or having a chance to reschedule our stay, or anything really that would help me in this unpleasant situation. I am aware that I made a non-refundable booking, but taking into consideration it is an unusual situation, and that it is still 4 months to go and surely someone will book it it no time, I would expect a little more friendly customer service. Especially from a hotel that belongs to IHG group. The hotel's reply (from Celine) arrived a week after my inquiry, it was written like nobody cared, there was no "we are sorry your flight was cancelled" or "we would like to help but we cannot make an exception" or anything that showed respect and good will - just a plain "no, we cannot". We are fond travellers and have been fortunate to stay in such hotels as St Regis, Anantara, Sex Senses all over the world. In an Indigo hotel we made a booking twice. For the first, and definitely the last time.