My experience at Holiday Inn Kensington was marked by a deep sense of being ignored and disrespected—not due to a misunderstanding, but because of how the situation was handled from start to finish.
While I was in line and already speaking to the receptionist, another guest cut in front of me and addressed her directly. Shockingly, she proceeded to assist him without acknowledging me—as if I were invisible.
Even if the other guest disregarded the queue, it was the receptionist’s responsibility to intervene. She should have asked him to wait and allowed me to finish, rather than rewarding his behavior by serving him immediately. This made the experience not just disappointing, but deeply hurtful.
After filing a formal complaint with Holiday Inn Guest Services, I received an apology from the hotel manager, who dismissed the incident as “a genuine human error.” While I appreciated the response, it failed to address the seriousness of what happened or the emotional toll it took on me.
I strongly urge hotel management to provide proper staff training—not just in procedures, but in fundamental respect, fairness, and treating all guests equally, regardless of background, religion, or appearance. I share this review hoping no one else has to endure what I did.
