Today (11th February) I was looking for new hotels opening this year and I came across several hotels that belong to the IHG brand. I have stayed in many hotels over the years within the IHG brand portfolio and I am a Gold Elite member and I know that doesn't mean much but it shows a degree of loyalty from me.
One hotels official website was the Holiday Inn Wrexham and I was able to find most of what I was looking for but for a small piece of information. On the page was a link to email the hotel and I thought great lets give it ago. Being disabled I wanted to know whether the accessible rooms had a roll-in shower (wetroom) or had a bathroom with a lowered bathtub and grab rails or offered the choice. I know rooms are not available until 1st May but that should not stop them answering queries from likely guests.
I didn't get a reply from the hotel but from the postmaster to say "that the group info only accepts messages from people in its organization or on its allowed senders list, and your email address isn't on the list". It took several minutes to actually sink in and to say that I was furious was an understatement. Why put a link in the public domain if it is only meant for their own people to use it does not make sense to me. I was looking at making a possible booking later in the year but without the information I require that won't happen. This is how to loose customers.
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