Holiday Inn Kyiv

I am a Diamond Elite member of the IHG loyalty program, and have been staying quite often at this property. Generally it is a good hotel in a good location. However, I have had problems on several occasions with the telephones in the rooms. Tonight I decided to call room service at 8:20pm. The number was busy. I kept trying for 20 minutes, but the number was continually busy. So I tried reception. Busy. The restaurant. Busy. The bar. Busy. Finally after trying for 40 minutes to call in vein, I called the hotel from my room on my U.S. mobile phone. The operator picked up and I said I was trying for 45 minutes to reach room service … and the woman said: “we are fully booked” and hung up the phone. So I got dressed, went to reception, who said we’re sorry and did exactly zero. I asked to speak to the duty manager, but there was no manager on duty. I went to the restaurant to try to place the order in person, but there was no one working there. So finally I came back to the room and at 9:20 (one hour after I had started to try to order room service), the restaurant called me. I ordered a club sandwich and a scoop of ice cream. Meanwhile the receptionist came to my room with a technician to fix the phone. I refused to let him in the room, and said they could fix or replace the phone tomorrow when I am out of the room. She also told me that they would give me a 20% discount. I was anyway entitled as a Diamond Elite member to a 10% discount. I told her I did not want there 90 cent discount. The woman couldn’t speak English and couldn’t understand my Ukrainian. The total cost was $9.60. I said that I did not want their discount and so she took the discount off entirely. The total discount they offered was $1.80 after ruining my evening and wasting over 1.5 hours of my time, and causing me to make a phone call from the hotel to the hotel on my mobile which cost more than the discount! So I went to the IHG site and spent 30 minutes on a chat with IHG’s hopeless bots, and was finally told I had to call a US 800 number. I called and spent an additional 15 minutes on the phone to the US. The representative told me she would contact the hotel and call me back in the room. But no one ever called me back. That is it for me and IHG hotels. I have had it.