Despite having paid in full for my stay, I was refused check-in on short notice due to an ID requirement that wasn't clearly communicated at the time of booking. To make matters worse, Hotel.com initially refused to refund me, only to later acknowledge that they were indeed in the wrong—which speaks volumes about the lack of transparency in this hotel's policies. The hotel staff, Anthony and Charles, insisted on scanning my ID using a photocopier, which serves no legitimate legal purpose and raises serious concerns about their data handling practices.
The lack of clear policy regarding ID requirements for UK residents is unacceptable. Nowhere in the booking confirmation or Hotel.com’s "Check-in and special instructions" section does it indicate that ID is mandatory for all guests, only that the minimum check-in age is 18. This raises serious concerns—if I had lost my ID on the way to the hotel, would I have been turned away in the same abrupt and dismissive manner, despite having already paid in full? It seems that, without clear guidance, guests are left at the mercy of arbitrary enforcement of policies that should have been outlined beforehand.
I was left searching for alternative accommodation at 12am midnight due to their refusal. This experience has completely shattered my confidence in Holiday Inn Southend and IHG hotels in general. If you value transparency, professionalism, and helpful service, I strongly recommend booking elsewhere.