Ibis London Elstree Borehamwood

Subject: Formal Complaint Regarding Recent Stay at IBIS Hotel Borehamwood I am writing to express my profound disappointment with the management and overall experience during my recent stay at the IBIS Hotel Borehamwood. Firstly, as an asthma sufferer, I specifically requested a clean room upon booking. However, upon arrival, I found the room to be in an unacceptable state of cleanliness. When I discovered the air conditioning was non-functional, I contacted reception. Marc, the staff member who attended to my call, brought a fan to the room. When I invited him inside to witness the room's condition, he declined, stating he would inform the cleaning team. This left me with a poorly functioning fan, an inconveniently placed power outlet, and the dilemma of enduring either excessive noise with the window open or stifling heat with it closed. The room itself was covered in dust and pollen, with dirty carpets, which severely aggravated my asthma. Despite my attempts to manage, I was unable to sleep and finally passed out at 3 a.m., only to be abruptly woken at 8:30 a.m. by housekeeping, without any justified reason. When I brought these issues to the attention of another staff member the next morning, I was met with disbelief and dismissiveness. This individual initially denied that the room was unclean, citing the cleaner's report and COVID-19 cleaning protocols. However, upon inspecting the room himself, he could not refute my claims and altered his statement, claiming it was impossible to clean all corners of the room. Despite this, he continued to make excuses and even called the night shift colleague, who falsely denied that I had raised any cleanliness concerns. Throughout this ordeal, the hotel manager observed the situation from the office but chose not to address my concerns or intervene. The level of unprofessionalism, poor cleanliness standards, false statements from the cleaning team, and inadequate customer service from the staff at IBIS Hotel Borehamwood is utterly unacceptable. I expect prompt and appropriate action to address these issues and to ensure that future guests do not experience similar problems.

The hotel is perfect for its price range. No room service, which is a minus, night staff found more friendly. Ac not heating enough. Beds abit low and hard mattresses. However, it’s a good hotel overall.

Great location and very helpful friendly staff. Found it comfortable and quiet. Only small negative was the room was to warm.