After spending a few hours at cadbury world on a busy halfterm weekend in October. We left in plenty of time to checkin at the Hoilday inn coventry M6 junction2. the hotel was easy to find and is right next to a retail and leisure estate,there was a huge tesco and lots of big chain name restaurants within 10 minute walking distanceof the hotel. We arrived just gone 4pm,checkin was fast and efficient.our room had a double bed and 2 put you up beds,enough for a family off four. The room was large and had a bathroom suitable for wheelchair users,however my son who is 9 sat down on his bed only for it to collapse in the middle, on further inspection it was evident that there were missing wooden slats on the bed base,technically known as completly knackered!Contacted reception who came to inspect and confirmed that the bed was unuseable,suggested that we move rooms.On investigation reception told us that all their other family rooms were full.Then offered us to double rooms instead, we were not keen as wanted to be with the kids alltogether, but accepted as there was no other choice.By this time the kids were getting inpatient as they dearly wanted to use the swimming pool but couldn't because we were about to change rooms.reception came back with 2 double rooms next to each other,she said that there was aconnecting door in between the 2 rooms which we could have open,thats great we thought!!When they showed us the room it became apparent that the connecting door, connected to the room which was not ours!!We suggested if it was possible that we could have this room, instead of the room without the access to the connecting door.This is were it really got confusing, reception tell us that the room on the connecting door is set up for a family of 4,but the family are yet to check in,so we cannot have this room.My wife suggests that the room we have just moved out off had a double and 2 singles yes one of which is broken but that they could move one of the bed from the connecting room to the room we were in and take the broken one out,then we could use the connecting room and the other family could use our old room.Off course reception hadn't thought of this but agree to do this and seemed a logical course of action. Which makes you wonder why couldn't they have done this to start with? All they had to do was replace our broken bed with a bed from next door and then open the connecting door so the other family could use the other room....simples!!?? by the time reception had moved the bed and found the key to open the connecting door 2 and a half hours had elapsed from our checkin arrival!Reception were apologetic and offered us a free drink at the bar, wow how generous for wasting 2 and a half hours of our overnight stay.We had a hasty swim, the pool facilities are good but the water in the pool seemed a little cold.We felt that abetter good will gesture would have been a meal provided in the hotel, for wasting so much of our time. Instead we walked to pizza hut and enjoyed good service at a good price.On return the kids were tired the rooms were comfortable with new flat screen lcd tv's,(but why new tv and broken beds?)we slept well, the rooms were quiet except when the bath empties there i sound of an extraction pump like a saniflo system this was only apparent in the large disabled bathroom.Breakfast was good but staff a little unfriendly.No apology given on checkout. Dear manager no need to apologise just do the hotel a favour and buy some new Z beds and train staff so they know which rooms connect with each other.I will not come again until I know you have decent beds for my kids to sleep on...ok?
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for observations regarding your experience during your recent stay. I must state that i am truly apologetic for the obvious incovenience that you experienced due to the broken bed. Although this does not appease you in any way now, but all 'put you up' beds have had a thorough maintenance overhaul to ensure similar situations will be avoided in the future.
Staff have also been retrained in regards to the bedroom layout and configuration. Having this knowledge would have certainly prevented you having to wait to wait around for two and half hours to get settled into your accommodation. A refresher course in customer service has been revisited with all staff members.
The honest feedback that we receive from guests like yourself, enables us to target our problems areas and to ensure we take the necesasary corrective measures. I appreciate the candid feedback as this gives us an opportunity to improve our services.
Once again, thank you so much for your time.
I shall also be sending you a letter of apology.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.