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“In need for staff training” 3 of 5 stars
Review of Holiday Inn Express Canterbury

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Holiday Inn Express Canterbury
3.0 of 5 Hotel   |   A2, Upper Harbledown, Canterbury CT2 9HX, England   |  
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Senior Contributor
27 reviews 27 reviews
9 hotel reviews
Reviews in 14 cities Reviews in 14 cities
6 helpful votes 6 helpful votes
“In need for staff training”
3 of 5 stars Reviewed September 21, 2013

We stayed for 4 nights in this hotel. And yes it is a simple hotel for a simple price. There is a cooked breakfast, I correct myself, there is a somewhat of higher temperature assembly of food. No bacon and the "scrambled" eggs seem to be made of egg-powder and water. But here is nothing different from other " express" hotels. The one thing that was bugging me was the attitude of most of the staff. They are NOT aimed to deliver a good customer service. It is almost that you have to convince them to deliver the service that you are entitled to. Normally I would file a complaint with the management. This time I felt that people who seemed to be form the management acted the same. So next time we are staying in Canterbury I will find another place to stay.

  • Stayed September 2013, traveled as a couple
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Canterbury, responded to this review, October 6, 2013
Dear Gerard V,

Thank you for writing a review about your recent stay with us. Our hotel is very proud of its level of service, cleanliness and quality of its product. It is very regrettable to hear that there were certain aspects of your visit that did not meet your standards in particular the breakfast selection and customer service. Please accept our sincere apologies for any inconvenience it may have caused you. Please accept our sincere apologies for any inconvenience it may have caused you. The feedback we receive from you enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We hope to have an opportunity to serve you again in the near future and provide you with the service you deserve and expect from us.

We value you as our guest and hope you will continue to choose IHG for your future travel needs.

Sincerely,

Lera P
Case Manager
IHGCare
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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381 people have reviewed this hotel

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (75)
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Tamworth, Australia
Top Contributor
56 reviews 56 reviews
21 hotel reviews
Reviews in 24 cities Reviews in 24 cities
17 helpful votes 17 helpful votes
3 of 5 stars Reviewed September 18, 2013

Just an average Holiday Inn, but with no lift. Is advertised as Canterbury, but found it quite inconvenient to get into and out of as it is on the edge of the motorway. Too far away from Canterbury to walk, but not sure about the public transport. I also felt is was rather expensive for its position. Staff were efficient, and we had an acceptable meal & breakfast.

Room Tip: Room facing away from the service station, and motorway.
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  • Stayed September 2013, traveled as a couple
    • 2 of 5 stars Value
    • 1 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Canterbury, responded to this review, October 5, 2013
Dear jmfish63,

Thank you for taking the time to post a review of our property. Please allow us to apologize for the short falls you have experienced during your stay and any inconvenience the situation may have caused you. Your feedback is very important to us as this continually helps us improve the facilities and guest services we offer to our guests. Thank you for staying and we hope you give us another chance to show you how great our hotel is.

Sincerely,

Anthony M
Case Manager
IHGCare
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Budapest, Hungary
Contributor
18 reviews 18 reviews
8 hotel reviews
Reviews in 11 cities Reviews in 11 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed September 8, 2013

I’ve spent one night in this hotel on a business trip. The location was comfortable, along the main road, but clearly not suitable for an evening walk. I didn’t have too much contact with the staff but for those couple of minutes they were friendly and helpful. The bed was a bit hard but I would have slept anyway well if not for the ventilation system of the kitchen that became very loud at 6 am – right under my window. I don’t remember the room number but it was the room right in front of the upper landing of the stairs, avoid it if you want to sleep. Besides, the overall quality was good.

  • Stayed August 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Canterbury, responded to this review, September 24, 2013
Dear Andras_8222,

Thank you for writing a review about your recent stay with us. We work diligently to ensure our facilities are well maintained and we try our hardest to provide not just good value, but comfortable, clean and friendly accommodations. I would like to offer a sincere apology for the inconvenience the noise had caused you. I have taken note of your valuable comments and will use these to monitor and improve the quality and services we offer for to our guests.

Though I would prefer you had a better experience at our hotel, I would like to thank you for sharing your thoughts and I hope you will give us the opportunity to serve you again in the future.

Sincerely,

Jaime W
Case Manager
IHGCare
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Carlisle, Cumbria
Top Contributor
58 reviews 58 reviews
36 hotel reviews
Reviews in 33 cities Reviews in 33 cities
33 helpful votes 33 helpful votes
3 of 5 stars Reviewed September 6, 2013 via mobile

We have just retuned from a 2 night stay here. Can't say we we're over-impressed with the hotel as a whole, although we must admit that the staff are very friendly and helpful so not complaints there. We found the rooms to be of a good size, and clean too, but the beds were very uncomfortable. Neither myself or my husband slept properly for the two nights due to the fact we kept rolling into each other in the dip in the middle of the bed. The choice of pillows is great, but you do need a comfortable bed in orde to appreciate them! Our only other quibble was with the 'restaurant', or should I say school canteen... Over-priced food in what is basically a highly lit and uncomfortable dining room was not great. Absolutely no comfort factor there whatsoever! I appreciate the lack of space, but a more creative use of this space would be nice to actually make it feel more like a hotel restaurant than a school canteen.

  • Stayed September 2013
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Canterbury, responded to this review, September 25, 2013
Dear cathandpete,

Thank you for your feedback, highlighting the good and detailing the opportunities to improve. It is nice to know that our staff was accommodating to your needs. Please accept my apologies however for the dissatisfaction you may have had with the condition of the beds that you were allocated and if your dining experience was sub par. We will use your comments to improve our efforts.

We all hope that you would give us another chance to make your stay as best as it can be.

Sincerely,

Pam G
Case Manager
IHGCare
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kendal, United Kingdom
Contributor
11 reviews 11 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed September 4, 2013

We had no trouble finding the hotel, more luck than judgement, but some signs would be really helpful especially when returning from Canterbury. (The council really should take notice!! not everyone likes driving round just because the council don't think a sign or two are necessary) The room was beautifully clean as was the rest of the hotel. If we opened the window it was quite noisy but we had a fan in the room so it was comfortable. The staff were very friendly especially when we chatted to them. We returned to the hotel for two evening meals, both were freshly cooked and delicious and very reasonably priced. The drinks from the bar however were quite expensive, but that is usual in hotels.

  • Stayed August 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Malahide, Ireland
Top Contributor
53 reviews 53 reviews
16 hotel reviews
Reviews in 25 cities Reviews in 25 cities
32 helpful votes 32 helpful votes
3 of 5 stars Reviewed August 27, 2013

Stopped off here for the night on our way to France. It is very handy as its only a 20 minute drive to Dover for the Ferry to Calais the following morning. We had a family room which was clean although a bit on the small side. Room was also far too hot with no A.C or adequate ventilation. Shower was fine. We stayed here when we went to France three years ago so knew that it was easy to miss the turning - we still missed it!
We missed breakfast as we had to leave at 6.45 for our ferry and breakfast did not start until 7.00 which was a bit annoying particularly as the price of breakfast is included in the room.
I would agree with a previous reviewer that Premier Inn does it so much better, but that said this hotel is a lot better than the Travelodge across the road in which we had stayed on a previous occasion.
The hotel is close to the lovely city of Canterbury which we visited that evening. However, a word of warning - on leaving Canterbury to return to the hotel we were diverted due to roadworks. This was the worst diversion that I have ever encountered taking us over 20 miles out of our way. You might want to check that these roadworks are over if you are thinking of venturing into Canterbury.

  • Stayed July 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Canterbury, responded to this review, September 11, 2013
Dear LondonHungryJohn,

Thank you so much for taking the time to leave us your feedback. Your review is vital for improving the service and quality we offer to our valued guest. It is always hugely motivating when one takes the time and trouble to acknowledge or give points for improvement. We hope to get the opportunity of welcoming you back in the future. Thank you once again for your valuable comment, and if you might have any suggestions that will contribute to enhancing your stay, please do not hesitate to contact us.

Sincerely,

Krysllin G.
Case Manager
IHGCare
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Hinckley, United Kingdom
Reviewer
5 reviews 5 reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed August 27, 2013

My wife and I have stayed at this hotel several times since it is handy for an over night stay en route to Dover....before catchingthe ferry to Calais or Dunkirk.Management is superbly helpful and without fail.The rooms are secure, quiet, well appointed and comfortable.The price is competitive with any hotels here or in Europe.Dining facilities adequate.Food choice limited but always well prepared.A useful out of city hotel.
John and Pat Butters.

Room Tip: Ask for a room away from the main room
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  • Stayed March 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Canterbury, responded to this review, September 11, 2013
Dear kirfieldkid,

Thank you so much for taking the time to write a review about your experience with us, we value your loyalty to our brand and hotels. We strive to give great and impressive service to all of our guests and it makes us happy to read we exceeded your expectations. We look forward to welcoming you back to our establishment.

Sincerely,

Krysllin G
Case Manager
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Holiday Inn Express Canterbury

Address: A2, Upper Harbledown, Canterbury CT2 9HX, England
Phone Number:
Location: United Kingdom > England > Kent > Canterbury > Upper Harbledown
Amenities:
Bar / Lounge Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Wheelchair access
Hotel Style:
Ranked #1 of 1 hotels in Upper Harbledown
Price Range (Based on Average Rates): $
Hotel Class:3 star — Holiday Inn Express Canterbury 3*
Official Description (provided by the hotel):
A modern 89 room hotel offering well appointed guest rooms with writing desk, TV, Hair Dryer, and Tea & Coffee making facilities. The hotel offers free WiFi, and car parking ... more   less 
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Also Known As:
Holiday Inn Express Canterbury Hotel Upper Harbledown
Holiday Inn Canterbury
Canterbury Holiday Inn
Holiday Inn Express Canterbury Upper Harbledown

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