My family has out annual vacation trip planned in Melbourne. Today was just our second day and we checked into Crowne Plaza Geelong, IHG - thinking that it is a brand new hotel that we will like to check it up. To our surprises, our check in experience was not only disappointing but frustrating. Totally meeting a very "untrained, no empathy, non-service oriented" front desk staff that really blow our check in experience despite being a IHG Diamond Elite member for a long time. I am not kidding, I think IHG ought to tidy this up totally...say one thing but practise another ! First blow that we met was our search for a hotel car park.......It was totally surprise to us that the hotel was open since Jan 2026 but as of now, May 2026, car park facility is NOT ready...This was a big blow to us.....caught us my surprise as we struggle to find a way to park our car. My elder daughter tried very hard assisting me in checking with this front desk staff, Ms Maddy (Chinese lady)......but it was totally disappointing as her final advice is "I DON't KNOW"....look it up" ! Imagine at late in the evening, travelling with 2 kids, we were face with such a challenge at the Crowne Plaza - unbelievable . Our second blow was coming to arranging for the breakfast for our 2 days stay. We do understand that being the Diamond member, we are only entitled to 2 breakfasts vs having 4 of us...but simply requested for a "combined" breakfast - 2 per day combining to 4 for the first day - and we will do away with the last day breakfast. Her answer was NO NO NO.......claiming that it do not worked that way. I know there may be a system constraint involve but again, I am not begging and asking for "more".....I am only trying to enjoy our breakfast as a family vs sending my daughters out on the street looking for breakfast for the 2 days.....this is NOT HOSPITALITY if that is what IHG is not allowing as claimed by Ms Maddy ! She may be doing her job, following directly from SOP but to us, this is TERRIBLE HOSPITALITY, POOR SERVICES and best of all NO EMPATHY share for such case....As usual, I have started getting frustrated and demand I see her manager....I felt this is NOT the way to handle such request - she should have simply says - "let me check with my Manager, hold on ????" ! But it was NOT that way for us till I have to demand to see her manager ! This is to me, NOT ACCEPTABLE in today hospitality field.....I think she is NOT FIT to be in that position and she need MORE TRAINING ! but ok, if this is IHG or Crowne Plaza way dealing with customer in such a way........frontline staff having the right to make such "decision" in their hand with no empathy or any hospitality services excellent in mind, then, I rest my end... KEY TAKE AWAY is if that is the way IHG is being managed, my advice to all will be it is NOT WORTH STAYING with such hotel chain ! Otherwise, Ms Maddy need retraining ! She cannot be handling the front desk with such attitude or poor services. Perio

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