Holiday Inn London - West

Nice property

Extremely unhelpful when trying to pay via telephone for the stay for a lady/her son who needed emergency accommodation (due to flood) after making the booking via booking.com on their behalf. The staff and manager Made no effort to find a solution - I had eventually rang their central reservations team that immediately had a solution that required Holiday Inn London West to email a Payment Authorisation Form. The staff at the hotel wouldn’t send me the form/email, suggesting it was to late to be sent even though this contradicted their own head office reservation team. They are unable to take payment for the room over the phone without the person being at the hotel. I understand there are certain procedures within companies even if these seem a little unhelpful....... but what makes it ridiculous is that if I cancelled my stay or didn’t turn up they would be able to take the payment from my card used at confirmation without me being there! Although it was frustrating My complaint isn’t about the system/lack of procedure it was the staff total lack of customer service - treated the guests in a very disgusting manner. It couldn’t have been worse. Really disappointing - would recommend others not to stay based on my experience.