Denied Entry Despite Paid Booking – Unprofessional and Unsafe Staff
Review:
I had a fully prepaid reservation through Hotels.com, yet upon arrival, I was denied check-in by a front desk staff member who was extremely unprofessional and appeared intoxicated—there was a noticeable odor of alcohol and drugs.
Despite presenting my valid confirmation, I was refused entry and told to leave the premises without explanation. The receptionist’s behavior was hostile, dismissive, and completely unfit for a guest-facing role. This occurred late at night and left me scrambling to find emergency accommodations, resulting in over $500 in unexpected expenses.
This experience was not only a breach of contract but also raised serious safety and ethical concerns. I’ve escalated this issue to IHG Corporate and will be pursuing formal complaints with consumer protection agencies if proper accountability is not enforced.
Travelers should be warned: this property’s management appears to tolerate unfit staff behavior, and guests risk being turned away even with confirmed, paid reservations.