As a regular business traveller I was shocked at the lack of customer service at this hotel. There was no record of my booking (it was made the previous day with booking.com). Hey,these things happen, but I certainly wouldn't expect the receptionist to huff and puff at the fact that she had to go look at a different computer. I was told the hotel was full and there was no record of my booking. I showed the confirmation email and suggested the reservation may be in the name of the person that booked it (that wasnt me it was my office). The booking was indeed a different name and they did have a room. Sadly, they put me on the ground floor which suprised me as I was a lone female traveller. Premier Inns have a policy not to put lone females on the ground floor, shame Holiday Inn Express doesn't try and safeguard the wellbeing of women travelling alone. I asked for a room on the upper floor, but was told in no uncertain terms that the hotel was full.
When I got to the room I found the room had an ajoining door, asked to be moved, otherwise I would have to leave. Then, they did find me a room, on the second floor (lots more huffing and puffing!). When I finally got to the room, it stunk of smoke. Strange for a non smoking room. There were more issues about poor service, but I cannot inlcude them all as there is a 200 character minimum. Upon check out I was not presented with a bill, but simply told to the put my card in and enter my pin. More huffing and puffing (from a different receptionist) when I asked for a breakdown of the charges. She promptly picked up the computer screen and turned it around so I could see it. A strange check out proceedure, not to be presented will a bill to check. Even more confusing was the fact the the previous night I was told the room had been paid for and this morning it hadn't? I also had to take into account that £30 had already been taken from my card the previous night? The receptionist was astounded (I could tell by the way she raised her eyebrows at me) that I didn't know that this was Holiday Inn Policy. I am indeed also astounded on a number of levels! What ever happened to a good old fashioned warm greeting, sincere eye contact or even just a desire to provide good service. It obviously doesn't exist at the Holiday Inn Express West. (If anyone reading this can recommend a good hotel in the same aread I would be really grateful)
- Official Description (provided by the hotel):
- Holiday Inn Express Southampton West is located off Junction 1 of the M271(off Junction 3 M27). This hotel is an ideal location for visiting Southampton, Paultons Park, Peppa Pig World, Beaulieu, The Isle of Wight, The New Forest, West Quay Shopping Centre and many attractions. The Hotel offers a continental with three hot choices buffet breakfast and free parking. Ideal for both business and leisure travel. Travelling on business the Holiday Inn Express Southampton West is a short distance from Southampton City Centre, and only 7 miles from Southampton Airport. The hotel is ideally located for companies such as Ordnance Survey (next door), Tesco, and IKEA. Southampton General Hospital is a short distance from the hotel also. The hotel is an ideal base for business travel. Looking for time to relax or a short weekend break the hotel is again an ideal choice for individuals and families. If you are taking a Cruise from Southampton stay at the hotel the night before the Cruise with packages and long stay car parking available. All Cruise Terminals are a short distance away. Why not visit the West Quay Shopping Centre, Beaulieu Motor Museum, Paultons Park, Marwell Zoo, The Ageas Bowl, Southampton University and Southamptons Annual International Boat Show. The hotel also offers 2 meeting rooms. All rooms are ensuite and with FREE WIFI. We also have accessible rooms. Why not stay in this excellent southampton hotel and ask about our low rates. ... more less
- Reservation Options:
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- Also Known As:
- Holiday Inn Express Southampton West Hotel Southampton
- Holiday Inn Southampton
- Southampton Holiday Inn