Kimpton - Fitzroy London, an IHG Hotel Reviews

I forgot my pillow in the room when I checked out on 13/11/2022. I called on the same day about 8:40 pm and the duty manager steve answered the phone. I told him my room number and the date that I checked out. He ask me many questions and the most ridiculous question is what is the material of the pillow. I can’t answer and asked him why asking this question? Who knows the material of their pillows. How many pillows u can find in that room on that day? He just hanged up the phone so I called again. There was a lady answer the phone. I told the same thing and she asked me to hold on and check for me. 1 minute later she told me that they found the pillow and asked me to collect it anytime. What a difference of response ! I didn’t collect it because I have a early flight back to hk the next day. I came again to London this week and I called again tonight to the hotel and it’s Steve again . He asked me the same question again and said that will pass the information to the appropriate department to handle and will email me. 3 hours later until now I didn’t get the reply so I think he just ignore my request. I am so disappointed that a big hotel group like lgh can have this kind of attitude and service.