Non existent customer service. I booked via telephone to stay at the HIE Leith Walk for 10 adults. Had confirmation, payment taken, great. When we arrived (after flying from South Wales), we gave the postcode to taxi driver and ended up ad HIE Leigh Waterfront, a good trek from where we were meant to be. I spoke to the hotel manager and he advised me to call customer relations which I did. Well you can’t call it customer relations, more like customer doesn’t matter. They were not interested in helping in any way whatsoever and when I asked for a supervisor I was told he was the supervisor and then I asked for a manager he was manager all of a sudden and started getting very aggressive on the call. I said this was IHG agents error and not ours, also we had 4 adults who cannot walk far so needed to be in the centre. Still didn’t want to know at all. I then spoke to James again (duty manager at the wrong hotel) and he spoke to customer relations who were basically telling him they aren’t going to help and it’s his issue as we were stood there and not theirs. James was fantastic and couldn’t recommend him more. He checked availability and there wasn’t enough for us all at the original hotel, however there was at HIE Royal Mile. He then liaised with the manager at that hotel and was able to get us booked in there for the same cost and number of rooms etc and then refunded us from his hotel, which meant his figures would be down due to the incompetence of customer services which was then something else he would have to try and resolve himself. None of this was James’ fault or problem, yet he was the only one who actually cared and got a resolution. I would highly recommend the HIE Leith Waterfront and also HIE Royal Mile as the staff and hotels are fantastic, however I would call and book directly with hotel and AVOID IHG DIRECT AT ALL COSTS!I would not recommend IHG at all and will never use them again.
