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Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
0%
Recommend This Property

Overall Experience

2

based on 2 reviews
0%
Recommend This Property

Ratings Breakdown

2reviews

  • 5 Stars
  • 4 Stars
  • 3 Stars
    1
  • 2 Stars
  • 1 Stars
    1

Filthy rooms, poor service, bad management

By

19 August 2021

platinumelite

I'm a Platinum member and IHG shareholder. I've been staying in Holiday Inn's for years and is usually my first choice for comfort, quality, and value. Sadly, Cannock is a shameful example. and need some serious and immediate action from IHG management. I changed room 3 times in one night as each room I tried was filthy. To make things worse, the air con has apparently been broken for weeks and none of the windows open (my first room reached 27C at night). Sanitiser was empty of broken in almost every location. I asked multiple times for the sanitiser to be refilled but nothing was done about it. Dirt was ingrained throughout....this was not a "one off" mistake. Shower door was missing so the bathroom filled with water. Apparently the staff know all about these problems and have reported to management.

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Did the job but won't be rushing back

By

29 June 2021

club

My autistic friend and I had a one night stay here as a stopover on a trip to elsewhere in the country. I chose this hotel partly because we both love trains - especially my friend - and I know this hotel has fabulous views of a line running right past it as I previously stayed a few years ago in a room on the 5th or 6th floor with a perfect view. I was also able to communicate with the hotel before our stay to explain this and how it would make his day to be able to watch the trains - and ask about a view of the train line. I was responded to by the most lovely, helpful lady (Niki) who said she would put on a note on the booking and get us "the best room we have available with a view of the train line". Sadly, what we got didn't live up to expectation.

On arrival we were greeted by a friendly enough receptionist who checked us in and assigned a room on the 10th floor. We headed up there and walked in to what could only be described as an oven. We figured we'd put the air-con on and it would be okay, but first we opened the curtains to check out the view and discovered a lovely view but no sign of the railway line - we were on the wrong side of the hotel. We don't like to make a fuss so, as it was only ever a request which the hotel had no obligation to provide, we decided to leave it.

However, the super hot temperature very quickly became unbearable and, on trying to put the air-con on, it soon became apparent there was an issue. The air-con control unit on the wall had the red light on it flashing along with a flashing spanner symbol and an error code on the screen. With no openable windows the room fast became more and more unbearable and so this issue did cause us to go back to reception (nobody had told us how to contact reception and the phone in the initial room had no instructions with it or on it to tell you how to call reception).

On arriving back at the reception the receptionist seemed somewhat surprised when we mentioned there was an issue with the air conditioning and kept insisting she wasn't aware of an issue because it wasn't showing up on her system. The constant protestations that she wasn't aware of any issue and the comment "well, it has been a hot day so it is hot up there" made us feel awkward and stupid because it felt like she was saying that it wasn't an air-con issue it was just a hot day and we were perhaps just being over fussy about the heat. I think it would have helped had their been an acknowledgement that there may have been an air-con issue rather than protestations about nothing being known to her. In my opinion there was too much obsession with a system and not enough acknowledgement of the guest experience because it didn't match up with what the system was saying. Just because your system isn't telling you, it doesn't mean the guests are talking rubbish. It was just a bit uncomfortable feeling like we were making a fuss.

I've noticed people mentioning air-con issues on subsequent reviews so there is clearly an issue, and there was a definite problem in the air-con in that first room on that day. Believe me, as two people with autism and anxiety, we will put up with a lot rather than say anything because the idea of going back to reception invokes such anxiety in both of us. It had taken a good 10 minutes of standing in that room getting more and more stressed and both trying to calm down enough to come back down to reception, for us to get back down there to say about the air-con not working.

The receptionist did eventually change us to another room so I can't fault her on that. She also asked if the view in the first room had been okay so I said it was lovely but not what we had requested. She then did her research and initially was going to try and give us another room on a higher floor. However, she them disappeared to look into temperatures, and came back and gave us a room on the 3rd floor - apparently because her system said the temperature was lower. I'm not sure whether to give her credit for looking at the temperatures, or to be upset. There's more than one way to look at that and it felt a bit like an implication that we couldn't handle the general temperature on the higher floor so we'd be better on a much lower floor (in other words 'there's no air-con issue it's your issue so I'm going to put you where my system says its cooler so you'll stop fussing') That was just our interpretation and how it made us feel though - but worth considering how it came across none-the-less. The problem wasn't the floor level, it was the broken air con. Any floor would have been just fine with a room with working air-con.

The air-con in the new room was working. It was super cool in there when we walked in. The view gave us a slight view of the railway line out of a tiny side window. Out of the main window we couldn't see anything because the 3rd floor was too low to see over the adjacent buildings. However, we had the air con working and again, because the view thing was only a request and not something the hotel had to give us, we weren't going to fuss about it and, whilst it wasn't "the best room we have available with a view of the train line" that we were offered in the email prior to our stay, we made do with what little view we did have.

From that point we had no major issues with the stay. The room did its job in providing us with beds to sleep in. However, neither of us feel like we would rush back to this hotel and are unfortunately unlikely to be back.

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