Really disappointing experience, falsely advertised and even assured by a staff member that the pass was 24 hours so I could go and come back in the next morning before 11:30am aka within the 24 hours. It was described as a ‘24 hour pass’ and even has £’£20 Day / Night’ on their website along with ‘24/7 access’ and no *with terms and conditions.
A horrible uphill battle trying to get a refund for this, given I turned up in the morning for a meeting and was told I had to pay again….No apology, no refund, no understanding of the consequence this caused for my day. After 10+ emails, I finally got £10 back but the whole experience put me out of £23.60 and over 2 hours of time to sort. The point was I would have spent NOTHING had I been given the correct information in the first place.
I was misled in my original query, it is not truly 24/7 access - you pay for a day pass only and can’t leave in that time or it’s a new one. So if you arrive at 8pm, you can only work till midnight. Then after midnight you need to buy a new pass. It’s a shame because this was attractive for someone who works with clients abroad and the space is pretty nice, a bit empty. I would have gone probably at least once a month but won’t go back ever again now.
As an IHG member I would ask Holiday Inn to make sure their terms are explicit, their staff are trained, and they correct this situation and give me the full refund I deserved!