During my stay in January at the IHG Crowne Plaza Newcastle – Stephenson Quarter, I occupied a Junior Suite. The lighting above the bathroom mirror was faulty upon my arrival, and the room telephone was also not working, which meant I had to go to reception in person for every complaint or request. I immediately informed reception about the lighting issue, but it took two days for it to be resolved. On the second day, housekeeping failed to empty a full bin in the bathroom; I reported this and requested it be addressed.
At the end of my stay, I discovered that nearly £80 had been overcharged to my credit card—something I only noticed after receiving my statement. Attempting to contact the hotel has proven nearly impossible, as communication is limited to email. While their responses are always polite and assure me a solution will be found, they are painfully slow. Meanwhile, IHG has now stopped replying to my emails regarding the refund of the overcharged amount.
To make matters worse, there is no invoice for this stay in my IHG account. They eventually provided me with a copy of a receipt, which is completely unacceptable. Additionally, the points from this stay have disappeared from my IHG account.
Given the lack of resolution, I have now referred the matter of the unauthorised overcharge to the legal department of my universuíty.
This is simply unacceptable.
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