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房客評論
每一道評論和評比皆已經確認過,確實為實際入住飯店的房客所提供的資訊。
84%
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整體經驗

4.2

根據 247 評論
84%
推薦此物業

Ratings Breakdown

247評論

  • 5 星級
    125
  • 4 星級
    73
  • 3 星級
    26
  • 2 星級
    10
  • 1 星級
    13

Awful Experience

By

6月 22, 2022

I wrote a full detailed review / complaint which was not published by the moderators, so I'll keep this one short and not exposing all the details.

Arrived with my family including 2 young children. We were given a room with mould around windows next to kids bed, it was swapped after confrontation with manager, the new room had wobbly toilet seat and toilet roll holder falling off wall, but worst of all no safety ropes / wires on windows.

Food was genuinely awful, the kids has raw chips which took 15 minutes to replace. The bar staff petted a dog and immediately proceeded serving drinks without washing hands.

This hotel has declined badly since our last stay 3 years ago, we even cancelled our final nights stay because my family was so upset with the experience.

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The worst IHG property & family experience.

By

6月 13, 2022

I will keep this review brief as I can and to the point.
We chose to stay at this hotel for 3 nights from 13th April 2022 with our 2 young kids because the hotel has a swimming pool, it’s close to the North Wales beaches and we’d had an enjoyable stay there in the past (pre-covid).

This time we regretted our booking from the moment we arrived. Here is the Fawlty Towers style calamity that unfolded:

1. Arrived in our family room to be greeted by the smell of damp and someone else’s moulding food in the fridge. When opening the window I noticed a lot of black mould in the surrounding plaster and on the sill, directly next to the fold out bed where the kids would be sleeping. I called reception and after sitting around for 15 minutes with bags still unpacked we were joined by a junior member of staff with a cleaning spray & cloth, explaining that they knew about the mould in the room he unsuccessfully tried to wipe it off. I asked for a change of room and was told that there were no others available, so I asked to see a manager & who came to the room a further 15 minutes later. Speaking with the manager, who's name I am not allowed to mention here (initials MH), I explained the health & safety issue regarding the mould, and that I didn’t want my kids sleeping in the room he replied “what do you want me to do about it?” (repeatedly!). I politely explained that it was his job to offer solutions not mine! Eventually he came back and offered us a different family room (not sure how one suddenly became available). Thankfully the new room didn’t have any sign of mould, but we were not offered any help with moving our luggage.

2. We put the room issue behind us and went down for dinner later that evening, the kids ordered burger & chips, I had a chicken Cesar salad. My kids don’t often complain about burger & chips, but they both explained how their chips were raw! I checked them myself and put a complaint in with the serving staff, who offered a replacement portion that took around 20 minutes to arrive at the table, by which point the kids were fed-up. I then noticed that my ‘chicken cesar salad contained NO chicken, once again on complaining we were offered a complementary round of drinks, which we accepted. As we sat waiting for the drinks, the kids saw a couple come into the bar with their dog and take a seat, the kids love dogs so were quite fascinated to see on in a hotel bar / restaurant, we were not bothered by it. However, the barman (the same young lad who came to clean off the mould earlier that day) clearly knew the dog & owners and he came round to the front of the bar and proceeded to stroke the dog for a minute or two. He then went back to the other side of the bar and as we watched he continued to prepare our round of drinks without washing his hands! Disgusted at this lack of hygiene, we settled the bill and left immediately!

3. Back in our new room we noticed that the toilet seat was held on only by hinge so moved around each time it was used, the toilet roll holder was also coming out of the wall.

4. In the new room I went to open the windows to get some fresh air and immediately noticed that the windows opened fully (we were on the 2nd or 3rd floor other building), I then noticed that the window safety cords that restrict the windows opening more than 5 or 6 inches had been removed! With young kids this was absolutely unacceptable. By now we were utterly fed-up and decided we would sleep with the windows closed and the kids would sleep furthest away from the windows and we would have to keep a close eye on them the following day. We honestly could not be bothered complaining any more.

5. The following day (second day) we decided to cancel our third and final night because of all of the above issues. While visiting the reception desk to get a change of towels I happened to meet 2 other duty managers (handing over from their shifts), in my very disappointed and annoyed mood I explained all of the above incidents to them in great detail, however neither of them seems particularly surprised or concerned, and simply offered their apologies. I got the impression we were not the first family to go through such an awful experience!

6. Finally, if all of that was not enough, after packing our bags an leaving the room we had to take the lift down to reception with our luggage, this required a long walk from the room and through an empty restaurant / dining area where the lift was located. As we walked through the dining room two members of staff were sat in there and one swore loudly at the other not noting that we were passing by them. They were visibly shocked when they saw me with my 2 young kids, realising what they had just done, this was followed by an apology from the female member of staff who had sworn at the other as we continued to walk to the lift. In the lift my 8 year old asked me what does “[Expletive that will get this review removed]" mean?

What a disaster the whole stay was! I think its needless to say that this will be our final stay at that hotel. I can honestly say that as a long term IHG club member with hundreds of nights staying at their hotels around the world I have never experienced anything like this, and I would go as far as to say the hotel probably should not remain open until IHG investigate and fix all of the issues highlighted here. I take no pleasure in being forced to leave such a damning & negative review.

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Slight issues

By

6月 03, 2022

Stayed here last week. Staff on reception were lovely. Was shown to the meeting room by another staff member who was new and worked in F&B which was helpful as I could not find it. Bedroom was large, but there was a long black hair in the shower which was not a good look and the room had a smell to it which I could not describe. The evening meal was buffet style which was good, however, the pizza was dry and burned (so avoided this), and there was no replenishment despite 2 staff members being in the restaurant that evening. There were kids wanting cream for their dessert but both jugs were empty which was not replenished the entire time I was in the restaurant and not once did I see the food on the buffet being checked or re-filled. None of the food that evening was labelled which in this day and age with allergies, is vital. Breakfast was lovely and fresh and all the food was labelled, also buffet style. My room key needed to be tapped 3 times, every time, for it to open the door, this is not a big problem. The meeting room was large and had all refreshments supplied. Parking was ample and free, the spaces were large enough for people to avoid knocking cars with their doors. Pleasant overall despite a few minor issues.

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OMG

By

5月 09, 2022

The staff is totally not qualified for the job.
As well food is over prized compared to what you get for. Or shall I say what you get in other Holiday Inns.
I’ve been charged for my stay twice and can’t get hold of anyone in this hotel. I phoned a million times. Back to been not qualified: can’t even pick up a phone.
Do not go there. Not a nice hotel whatsoever.

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Very pleased and have rebooked for later this year.

By

2月 23, 2022

club

Our first stay with Holiday Inn and since returning I have rebooked this hotel and one other.

Customer service was second to none.

Staff went out of their way in reception and whilst having breakfast, nothing was too much trouble.

The room was clean, tidy and had everything you need for a short stay.

Well done, you made our stay pleasant, despite the storm wrecking our travel plans.

The hotel was easy to find.

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Hi sir I

By

12月 13, 2017

club

Hi sir I will call you tomorrow morning I love you bye

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Fantastic service all around

By

10月 11, 2014

club

Everything was fantastic, but don't go to Holiday Inn Express, total disaster in comparison, this was excellent, I would highly recommend this. Nothing was too much trouble for the staff, they were over and above accomodating

發表者為HotelStaff
10月 16, 2014
Thank you for posting your comments onto this site following your recent stay with us. It's good to read that you received fantastic service all round and we hope to welcome you back in the future. Regards David Pickering Gneral Manager
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Small Break

By

10月 10, 2014

club

Very clean breakfast great evening meal not so good
staff great all ways willing to help

發表者為HotelStaff
10月 16, 2014
Thank you for taking the time to post your comments following your recent stay with us - I regret that the evening meal did not meet your expectations but it is good to read that the staff and breakfast were both great. We hope to have the opportunity to welcome you back in the future.
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Good bar

By

10月 07, 2014

platinumelite

This H Inn was average to good except for the bar service, which was excellent. The Manager an older guy runs the bar with good old fashion values, friendly,efficient and polite service. It's clean and organised, drink and food orders are anticipated and taken at the table.
H Inn you should run all your bars like this!!

發表者為HotelStaff
10月 16, 2014
Thank you for posting you feedback on this site following your recent stay with us here at the Holiday Inn Chester South. It's good to read that you had such a good experience in our bar and we hope to welcome you back in the near future.
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Let down by breakfast service

By

10月 07, 2014

Hotel was excellent except for poor service at breakfast. Not enough staff on duty to provide hot drinks, clear tables and replenish the buffet

發表者為HotelStaff
10月 16, 2014
Thank you for taking the time to post your comments following your recent stay. It's good to read that you found the hotel excellent however please accept our apologies for your disappointment in your breakfast experience. Your comments have been shared with our Restaurant Manager for his information and action and we hope to welcome you back in the near future.
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Good standard for reasonable price

By

10月 07, 2014

club

Hotel is in a good location for visiting Chester. On arrival we were greeted by friendly and helpful front desk staff.
The décor of the Hotel is somewhat dated. Bathrooms need a refit. All areas were clean. The room and bedding were comfortable. Bar food was nothing special,
better to go out. On the whole we had a good night for a reasonable price.

發表者為HotelStaff
10月 16, 2014
Thank you for taking the time to post your comments following your recent stay with us here at the Holiday Inn Chester South. It's good to read you had a good night for a reasonable price and we hope to welcome you back in the future.
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Great Hotel

By

10月 04, 2014

Upon arrival was welcomed by friendly staff. Beds so comfortable and room so quiet.
Dinner and breakfast excellent.
Found the hotel a little way out of town otherwise had a great stay

發表者為HotelStaff
10月 16, 2014
Thank you for taking the time to post your comments following your recent stay with us here at the Holiday Inn Chester South. It's good to read that you had a great stay and we hope to welcome you back in the near future.
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