Holiday Inn Express Stoke On Trent, An Ihg Hotel

“Welcoming, clean and great breakfast”

We booked this hotel as a stop off following a holiday. We checked in quite late and were greeted by Laura who instantly recognised us from a previous visit. We knew exactly what we were getting and it didn’t disappoint, our room was clean, the hotel was clean and tidy and the breakfast was excelle… more

We booked this hotel as a stop off following a holiday. We checked in quite late and were greeted by Laura who instantly recognised us from a previous visit. We knew exactly what we were getting and it didn’t disappoint, our room was clean, the hotel was clean and tidy and the breakfast was excellent. It was hot, well cooked and replenished regularly. Laura ensured our stay was perfect adding her special extra touches. She even remembered our granddaughter who was with us on our previous visit, her customer service is excellent and as we enjoyed a drink in the bar, she displays this with every guest. We were checked out by Melissa who was also very pleasant and checked that we had enjoyed our stay. We will be back in December. Thank you for a comfortable stay

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“Just book it.”

Absolutely marvellous hotel. The team here make the the place. Stephanie, Becci, Mollie, Jack, Anna, Josh and Soph. Rooms are great - clean and tidy. Breakfast is spot on, quick, easy and great selection. Always included too. Brilliant location and easy parking. You'll not regret coming to this ho… more

Absolutely marvellous hotel. The team here make the the place. Stephanie, Becci, Mollie, Jack, Anna, Josh and Soph. Rooms are great - clean and tidy. Breakfast is spot on, quick, easy and great selection. Always included too. Brilliant location and easy parking. You'll not regret coming to this hotel. Five stars.

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“Rude manageress let down the hotel”

The manageress on duty over weekend of 1st November really let this hotel down, she was rude and really shouldn't be in that role, there was an incident on the Saturday evening where a young girl staying in the hotel was under the influence of something, she had collapsed first of all in the hallwa… more

The manageress on duty over weekend of 1st November really let this hotel down, she was rude and really shouldn't be in that role, there was an incident on the Saturday evening where a young girl staying in the hotel was under the influence of something, she had collapsed first of all in the hallway and was sick all over the hall, this was pointed out to the manger who had her staff clean this up, following on from this the young girl then was crying and shouting in a state constantly, the manager on duty shouted I quit and stormed out leaving her young night staff to deal. These young night staff did the best they could which ended up at 2.30am with the girl being removed from the premises by the police. There were several people out complaining to the girl and to the night staff over this, several had complained to the manager before she left. Now none of the staff should have been put in the position they were by this girl but the response from the manageress was just shocking she should never have left her young staff to deal with this situation, I do have her name but won't post it on here. The following morning this manageress was back on duty and I overheard 2 woman asking to talk to her when she was free, she was very rude to them in her response advising them "over there", she wasn't so concerned the night before with everyone hearing everything and the lack of sleep people got. I also witnessed this same manager complaining about people chatting "too loudly" in her opinion in the bar area? Surely a bar area is for people chatting and socializing in. In my opinion as someone sat at another table these people were in no way loud, they were just enjoying themselves as surely people are allowed too. This is a lovely hotel, in a great area and perfect for attending Stoke City matches or Alton Towers, both of which we did. The majority of the staff, bar one, are amazing very friendly and attentive. The rooms whilst on the small side are adequate, they are very clean, could do with a bit more lighting in the main bedroom especially near the mirror but thats a minor detail and just a wee tip for the hotel. The hotel in general was very clean and the breakfast was great plenty of choice. It it hadn't been for the manageress this review would have been 5 stars. This manageress needs to go on a management course, I work in hospitality and the way she behaved was shocking, a good manager would never leave her staff to deal with anything like that. I have stayed in a lot of Holiday Inn's and never experienced any customer service like that before, its normally excellent, such a shame one person lets it down. Hopefully next time we come she will have had some training and be more hospitable.

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