Was I unreasonable?

[IJWS15]

We had booked an ihg group hotel in Norwich for a 3 night break arriving today. Hotel was booked in May. I am a long term rewards member of the group.

The hotel called this morning as we were driving over to say that they were cancelling the second and third nights, government has requisitioned the hotel. Very sorry nothing they could do about it, they are run as individual hotels so you need to speak to ihg about alternatives.

Eventually got hold of someone and all they were prepared to offer was rooms at another group hotel with the uplift paid for by me - an extra £200.

Wife found articles on the net indicating that they have known for more than a week but they didn’t tell me until 10:00 this morning leaving me no time to look for alternatives.

I now have no faith that I can trust ihg reservations and told them that I won’t be using them again.

[Fore Left]

Pretty stty of them but they really don't give a toss whether you use them again or not.

[Mabbs9]

Sounds like you were handled poorly with the short notice. As a slight aside, a few copper mates of mine have been put up around London. They're from the NE so I assume there are a great many descending in the SE. Really bad luck for you.

[FiF]

I think the offer which put the onus on paying the extra cost is particularly unreasonable. Other factors may have been outside their control, eg timing. If they've known about the requisition for a few days but only got a confirmed written order this morning that's maybe an excuse.

But as above, on the morning, sorry, sod off, and an extra £200, I'd be giving them the bum's rush in future too. Unless doing that meant cutting nose off to spite face, only you can judge that.

[Steve vRS]

I’ve had IHG cancel on me twice and then not help with any rebooking.

However, I’m a member of their points scheme and stay away with them with work so am tied in with them as I do get lots of free nights every year. Their customer service is poor though.

[InitialDave]

Their hotel being requisitioned isn't your problem.

They should have offered you the alternative hotel for the same price, if not reduced or with some other sweetener.

[Jamescrs]

I don't think you are being unreasonable but I think in the end it comes down to the hotel group don't really care if they lose you as a customer.

[IJWS15]

The more I think about it the more I realise that they don’t care.

They are putting up refugees/asylum seekers so would have tendered for the work and will have known what was happening for weeks.

We struggled to get along the corridors to leave yesterday, new beds and mattresses delivered for their new guests.

Looks like Q Hotels will be getting more business.