Business Forum Gaborone

Dear IHG One Rewards IHG Hotels & Resorts

1. Did not respect my app preferences despite a previous booking that was there and should have reflected as is the norm whenever I go. Especially since I already had a reservation and they were not fully booked.
2. I endured mosquitoes all night
3. It had a malfunctioning toilet system that leaked and did not refill water properly
4. The toilet did not have proper ventilation
5. The aircons were malfunctioning
6. The soaps had not been replenished and showed that it had been a while not being used

It was clear that that room was not used regularly and most likely, management was aware of the kind of room it was. It was a waste of my points especially because I checked in 4 hours after my arrival, barely slept as I needed to resolve my issues ON CHRISTMAS DAY and the shock/trauma of it all only made sense once I rested yesterday.

The hotel did cancel the subsequent reservations and I have now resorted to my Wyndham membership for the rest of my stay. I will be fully using this along with my Hilton Honours and Marriott membership since IHG has no regard or respect for my loyalty. I will also be widening audience because it is unacceptable to have to endure such during CHRISTMAS. No apology will erase such a horrid and disgusting treatment.

I will be using my booking com level 3 membership that I had reserved for locations where none of my other loyalty reflected. It reflects why I am no longer a Diamond Elite member - that I must exercise my choice where I am respected, valued and regarded. This will me made known to ALL of my networks and spheres of influence. This is the clarity I needed once rested. I don't want any other useless apology that makes no difference to my life or erases how I was treated.

DO BETTER

FlySAA in it's infinite wisdom - can fail customers who have remained loyal enough to retain voyager gold status and at some point even platinum for 2 years, only for their systems and whatever other third party providers to fail meeting the bare minimum customer services. It clearly only ensures solutions for famous or wealthy individuals. Inaccessible customer services, no clear pathway for escalations and no sense of urgency to address what may be exceptional circumstances or system failures. Customers will be out of pocket, convenience and plans if trusting that their systems can work when needed and most important. Sadly, even when unfortunate incidents occur on their part, they can only ever apologise for their shortcomings, gaps or unfortunate lapse in service provision. Their return to Gaborone makes no difference. An unfortunate development that their client must find themselves in just hours before having to depart. Insensitive and careless

Yarona FM South African High Commission, Gaborone - Botswana