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Reviewed October 14, 2017

I stayed at the hotel on 31 August. I paid £5.00 for parking and luckily kept the receipt. On the 9th of September I received a parking charge fine for £100 from Parking Eye. I contacted the hotel, scanned through a copy of the parking receipt and the fine and was assured later that day that the fine had been successfully cancelled. I received a further notice of payment from Parking Eye on 21 September and contacted the hotel. Again I was reassured that the fine had been cancelled but that it took up to 20 days for it to be processed and not to worry. I have today received a further notice from Parking Eye threatening to refer me to a Credit Reference Agency. On contacting the hotel, I am now being told I need to scan the letter and they can look into it on Monday or I can appeal the fine directly with Parking Eye. The payment for parking was made to the hotel and I have now spent a significant amount of time scanning and emailing documents as well as ringing the hotel on a premium rate number . I feel that the customer service has been severely lacking, with no acknowledgement of the frustration and distress this is causing!

Date of stay: August 2017
Trip type: Traveled on business
2  Thank Lynn B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lindsey B, Manager at Holiday Inn Express Bath, responded to this reviewResponded October 16, 2017

Dear Lynn B,

Thank you for choosing our hotel for your trip.

We’re really sorry to learn of the problems you’ve experienced with Parking Eye. We also apologise that you’ve received further communications from them when this should’ve been resolved.

Jack Weston will be in touch with you directly to ensure this is rectified as soon as possible.

We’d hope to welcome you back to the hotel in the future.

Best wishes,
Lindsey B

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 12, 2017

I think the HIE chain is on a franchise basis? If so, this owner is getting greedy at the risk of the guests. He is extending the hotel, but is taking away a good portion of the car park, so parking is very difficult. The hotel say they can't guarantee parking, and you know why when you get there. A pity.

Date of stay: October 2017
  • Trip type: Traveled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank Ralph T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lindsey B, Manager at Holiday Inn Express Bath, responded to this reviewResponded October 17, 2017

Dear Ralph,

Thank you for choosing our hotel and for taking the time to review your stay.
We’re chuffed that you scored us a 5 for sleep quality, we know how important it is to rest and recharge after a busy day!

As we’re in the process of extending our hotel, we’ve had to significantly reduce the number of parking spaces. Fortunately, we’ve managed to organise some overflow spots in the school next to us (selected times only) or there’s on-street parking nearby. Once we’ve completed the extension, our car parking spaces will return to normal.

We’d be delighted to welcome you back upon completion of the extension project!

Best wishes,
Lindsey B

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 11, 2017 via mobile

The Staff are very friendly and welcoming. The room is just enough for what you need. Food good value for money good central location for visiting the rest of the area. Would recommend the area and hotel to others

Date of stay: October 2017
Trip type: Traveled with family
Thank kraftykaz721
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lindsey B, Manager at Holiday Inn Express Bath, responded to this reviewResponded October 13, 2017

Dear kraftykaz

Thank you so much for reviewing your recent stay!

Reading your praising words about our hotel and the team is such a great feeling. We always aim to provide a warm welcome, comfy bed and overall a great experience for our guests so it’s nice to know when we’re doing well.

We hope you had a wonderful time in Bath and we look forward to welcoming you back in the future.

Best wishes,
Lindsey B

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Reviewed October 10, 2017

This was the perfect place for our family to stay for our weekend in Bath. It's located just off a main road that leads into the city centre, with buses running up and down at least once every ten minutes to take you into the centre in 5 minutes or less. (It's also a very walkable distance!) The staff was really friendly and helpful, and the hotel is surrounded by yummy, affordable restaurants including one wonderful Italian pizza café. The buffet breakfast that came free with our room was also wonderful and very much enjoyed by our kids. We will definitely be coming again!

Date of stay: October 2017
  • Trip type: Traveled with family
    • Rooms
    • Cleanliness
    • Service
Thank Stephanie B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lindsey B, Manager at Holiday Inn Express Bath, responded to this reviewResponded October 11, 2017

Dear Stephanie B,

Thanks for reviewing your stay with us!

Reading your kind comments about the team makes us so happy. We’re very fortunate with our location! Being a 10-15 minute walk away from The Roman Baths, Bath Abbey and Thermae Bath Spa allows our guests to explore our city's beautiful sights easily.

We can’t wait to welcome you back for some more quality time with the kids!

Best wishes,
Lindsey B

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Reviewed October 9, 2017

We knew about the building work before we booked. They are extending the number of rooms and dining area together with underground parking. On arrival we were dubious about finding a parking space but immediately directed into one by Brian the builder. He then told us about the work, when it started, when it stopped together with directions to the city centre and where he had lunch. He was great and does not even work for the hotel. Laura on reception was brilliant giving us a choice of rooms and describing the view from each side. Breakfast was basic but ideal and equally no fussing around by the staff. Location is a good but interesting walk from the centre and surprisingly quiet at night. The only complaint we had was the occupants of the next room, 340, Smoking at 5 am and the smell coming through the locked adjoining door. Totally unacceptable in non smoking rooms I hope that the hotel will have been aware, they will be now, and will levy the appropriate £100 fine on the perpetrators.

Room tip: Try top floor at the rear.
Date of stay: October 2017
  • Trip type: Traveled as a couple
    • Value
    • Cleanliness
    • Service
Thank Steven-Daniel G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lindsey B, Manager at Holiday Inn Express Bath, responded to this reviewResponded October 11, 2017

Dear Steven-Daniel G,

Thanks for taking the time to review your stay with us.

We’re so chuffed that you’ve given us 5 stars for service, value and cleanliness – wow! Laura will be over the moon that you’ve been praising her too, we’ll let her know!

We’d like to apologise if you could smell smoke from your bedroom. As you know, the hotel is fully non-smoking and there’s a designated smoking area outside the hotel. Our team will investigate this.

We hope you enjoyed exploring our city! We’d be ecstatic if we could welcome you back again soon.

Best wishes,
Lindsey B

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