I have stayed at literally dozens of holiday inns and hi express around the world down the years and have to say that the hotel itself measures up relatively well overall, especially as its a franchise hotel. Yes, it's out of town and on a main road, but you cannot hear any noise from the road and you are in the centre of Canterbury in less than 10 minutes by car. The issue I had related to other guests at the hotel the first night we stayed and the hotel's inability to deal with the situation. There were several separate groups of youngsters who were off to Canterbury for a night out - not sure if it is a popular destination? Unfortunately they allowed an all-male party of around 8-10 to stay at the hotel on the Saturday night and put them in rooms all pretty much next to each other. The returning group of lads continued their party back in their hotel rooms and hotel corridor, and despite a number of guests coming out to challenge them, and calls to reception, the duty manager failed to deal with the situation, and we didn't get any sleep until after 4am, which was totally unacceptable (considering I had 2 awake children the whole night). The next morning, the hotel staff were sympathetic, but when I checked out the following day they seemed far less concerned. Quite honestly they should have offered a refund, they did not handle the situation well. It's is a shame because overall the hotel was good value for money, the staff were friendly, and the food was surprisingly good. You might just want to think about it if you are looking to stay on a Saturday night....
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review. I was extremely disappointed to read of your stay and experience at the hotel and that this had a negative impact on your weekend.
As you can read in many reviews, the feedback that we get regarding the service provided by the team is usually high. We welcome all guests of varying ages and mobility ability throughout the year. Despite the obvious challenges of operating a large hotel we always try to serve each one individually and cater to their needs to ensure a comfortable stay with us. This happened due to unruly behavior of group of youngsters. Measures have been taken not to experience the same.
I have been in contact with you separately regarding this stay and hope to resolve your disappointment to your satisfaction.
Thank you again for your review. We hope to have the opportunity of welcoming you and your guests back to the hotel to show that this has been an isolated experience.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.