Review of Holiday Inn Hemel Hempstead M1, Jct. 8, an IHG Hotel 4*

I have been using this hotel for almost 4 years at least twice a Month with my partner my 2 daughters and step son. We are always given a family room which has a double bed and 3 sofa beds for each child. But on this occasion which was on the 25th-27th of August 2017 we was given the wrong room type which was a smaller room with 2 sofa beds for 2 kids and I need to accommodate 3 kids. We spoke to the on duty manager which was a lady by the name off Valeria and we explained the situation as we checked in at 7pm that we was given the wrong room the manger replied that she could cancel my stay and give a full refund she was awfully rude towards my partner and she also told my 13 year old daughter to be quite and she did not help In resolving the situation and making the customer happy my partner explained she wanted to get the kids to bed which includes a 6 year old and the manger did not take that into consideration she was happy to get rid of us at such a late time off the evening. Then we also had the supervisor on the day by the name of Asia who was very very rude and gave poor customer service and her attitude was horrible all she could do was laugh in our faces along with manger instead off helping us and making us happy. Overall I am a customer for almost 4 years I am a Ihg gold elite member and I have enjoyed many stays in this hotel but now thanks too the 2 unprofessional staff who made me and my family feel absolutely horrible and upset on this occasion, I would not be going back there with my family until the staff are changed as no staff are bigger and better then the hotel or customers who pay money to stay in the hotel to go towards staff members wages I played £156 for 2 nights and I was treated in a bad manner and I did not even get to have a full family stay as my 2 daughters could not sleep with there step brother so they couldn't be there. These kind of staff who are very unprofessional and rude should not be working for such a company as big as holiday inn something needs to be done asap the 2 staff members actually acted like they were the owners of the company and not the workers. I dont think the owner off such a big company would be happy to see customers be treated like that. Something must be done this was my horrible experience thanks to Valeria and Asia a manger and supervisor who don't have a clue and can't respect customers a manger telling a child of 13 to be quite is ridiculous. I had to share my review with other customers as a few of the other staff actually said what they done was wrong and they were shocked how me and my family were treated. The 2 ladies are new staff who have been there for only a few months I don't think they are professional enough and now I will not use the hotel until they are gone.