Utente ospite
7 maggio 2025
During our stay at Holiday Inn Bristol City Centre on 3 May 2025, an extremely distressing and unacceptable incident occurred. At approximately 17:45—just two hours after our check-in—another male guest was mistakenly given access to our room (Room 707). At the time, we were resting and not fully clothed when this complete stranger entered without warning. He informed us that the hotel had checked him into our room. Right at that moment, our room key cards stopped working, and we were locked out of our own room.
Upon raising the issue with the hotel reception, staff admitted to a booking error. A more senior staff member placed full blame on a trainee and offered us a drink voucher, which we did not request and never used. This gesture, lacking sincerity, was handed over dismissively—using two fingers—as if we had asked for charity, not redress for a major security lapse.
To make matters worse, the new room key we were given also failed. We were forced to return to reception multiple times and have staff accompany us back to the room to verify the issue. This repeated inconvenience caused significant discomfort and a strong sense of insecurity. We were deeply unsettled, constantly worried that another stranger might enter our room unannounced, especially while we were asleep or away.
At checkout, two staff members again failed to provide a genuine apology. Instead, they shifted responsibility to the trainee and engaged in lengthy, unproductive conversations. They offered 500 IHG® Rewards points as compensation, which felt like an insincere attempt to pacify us without addressing the seriousness of the incident.
Overall, we felt discriminated against and treated as inferior customers, likely due to our young age. The lack of accountability, dismissive attitude, and violation of our personal space and safety reflect poorly on the Holiday Inn brand. We are extremely disappointed and need a formal acknowledgement of this incident with a formal response.
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