Holiday Inn Express Gurugram Sector 50 by IHG

Dushyant, the front desk Manager, made a real effort to help on my first night. He sat down with me, listened, explained what might have happened, and tried to make sure I was comfortable. That stood out against the other staff interactions. The first night was good, but the arrival experience changed my plans completely. I had to spend hours searching for somewhere else in Delhi while recovering from a medical procedure, then repack after unpacking everything so I could check out the next day. I’d come expecting to stay two weeks and changed my mind on day one. After more than 20 years of loyalty to IHG, I was very disappointed. Loyalty should go both ways, and this didn’t feel like the service I expect. I’d booked my first night at Holiday Inn Express Gurugram Sector 50 for about $39-40 a night with breakfast. I booked through my IHG account and chose to pay rather than use points, even though I could have covered the whole stay with points, because I’d signed up for two promotions: 5,000 points every 2 nights and bonus elite night credits. For a planned 14-night stay, I expected roughly 35,000 points plus 5 extra elite nights, and wanted to save my points for later. The price seemed fair and was why I chose the hotel and planned to extend my stay. Before arriving, while recovering from a medical procedure, I emailed to request a quiet room away from elevators and road noise. I have the emails, and the hotel replied that the request was acknowledged and would be accommodated. With that confirmation and over 20 years as an IHG member, I felt comfortable planning a longer stay. At arrival, I was suddenly told the rate for an extended stay would be about $15 more per night. Over two weeks, that’s a significant difference. I tried to explain that the pricing had already been discussed and informed my decision, but the first response from the front desk was dismissive, with no empathy or understanding. She asked me to stay away and come back later because she was busy. At one point I was told someone had already spoken to me about the change, which simply hadn’t happened. Being given incorrect information instead of help was extremely frustrating. To be fair, the initial price was very good, breakfast was a strong plus, and Dushyant’s service stood out. But the rate inconsistency at check-in was unacceptable, being told something that wasn’t true was frustrating, and the lack of ownership from staff reflects poorly on the hotel. I gave Dushyant my contact information, which you already have on file after reading your response. You also have my phone number, but I haven’t heard from anyone yet.