I made an advance booking for one night at a cost of £65. My wife noticed that I had booked the wrong date and called the hotel. She was told we couldn't cancel because of their trading conditions and was offered a room at £185 which she took.
Having used Holiday Inns on many occasions I had not bothered to check on what the room was like. This was a big mistake. On arrival we were given a room at the far end of the corridor next to the railway. The first thing I noticed there was no bath only a shower, all rooms only have showers. There was no wardrobe and only two hangers so you can't unpack. The room was small, though some would argue it everything needed for a short stay, but it is cramped for two people. We did however sleep comfortably. The size of the room is I guess, a little more than half the size of a typical Premier Inn room.
There were three faults, the toilet roll holder was broken and the toilet roll was on the floor. the shower was faulty with much of the water coming out off the hose, and the shower curtain had three or four inches of grime at the bottom. At Premier Inn, and I am not their biggest fan, they will refund the cost of the room if anything is at fault.
Breakfast is a buffet affair serviced by the desk staff. The system requires guests to clear up after themselves, consequently the tables were not automatically wiped down after use and we had to go to the desk to ask someone to do this. Also we had to ask to have some of the hot buffet choice restocked.
Prior to leaving I asked to see the duty manager to make a complaint, in particular about the cost. I may have been a little more aggressive than I should have been, but it still didn't warrant him slipping straight into standard grievance procedure mode. What came out of this conversation was, I should be aware of their trading conditions, like all hotels in Chester they triple their charges on race days, they are a Holiday Inn franchise, and were unconcerned that we would be put off going to other hotels because of our experience with them. As it happened they were offering rooms at £85 on a notice at the desk, less than half the price we paid, simply because of my mistake and their willingness to exploit their trading conditions for gain. The Operation Manager's name was Steven [-], he said he would email me after investigating my complaints about the room, after ten days he hasn't done so, but i have received a computer generated email asking if we enjoyed our stay!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 25, 2012
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Thank you for the recent review of the Holiday Inn Express Chester Racecourse.
I feel that your review is very misleading to future guests of the hotel and disapointed that you are reviewing the hotel based on some errors made on your behalf.
The rate booked by yourself was an advance purchase booking which is non transferable and non cancelable which is stated in the terms and conditions of the booking and these were accepted by yourself. The hotel did proceed and offer you the choice to transfer this booking waivering the transfer fee. The date selected by yourself was the race date which the hotel was selling at a rate of £185.00 per room per night.I would recomend booking our best flexible rate in the future as this enables you to cancel your booking up until 4pm on the day of arrival.
I am sorry that you were disapointed in the fact that we had no shower or wardrobe however this information was available on the website with pictures of the bedrooms and can also be seen on this website. The Holiday Inn Express brand is designed mainly corporate guests staying one night however many family choose to use this brand due to good value for money and the services we offer.
I would like to appologies for the broken toilet roll holder as this is not acceptable.
The management team checked the room on your departure after recieving your comments and found there were more than 2 coat hangers and the shower head was loose which was imediately tightened.
I must also stress that the sign behind the desk does state 'rates from £85.00' this therefore meaning that rates could be higher than £85.00 depending on events taking place in the area etc.
I am disapointed to read your comments about myself and the way I handled your complaint. I tried to assist you as best I could, you requested the number of our Guest Relations Department which I supplied you along with my business card should your need any further assistance. I have checked with the Guest Relations team and they are unaware of any of the issues you have had.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.