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“Why are UK hotel staff so poor at customer care!”

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Crowne Plaza Solihull
Ranked #9 of 28 Hotels in Solihull
Sydney, Australia
Level 5 Contributor
55 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
“Why are UK hotel staff so poor at customer care!”
Reviewed April 15, 2006

Have travelled to Birmingham many times but never had to stay in Solihull. Visited for two days for a friends wedding and what a delight Solihull is!

The hotel is located just behind the main shopping centre, which is a pleasant experience during the day and has a vibrant nightlife.

The hotel itself is well appointed and the rooms were clean and very presentable; a credit to the housekeeping staff.

But the whole experience was let down by very poor front of house staff and wating staff - not all were bad, but there were enough to spoil the stay. We were not sure whether we had booked breakfast or had a room only rate and unfortunately took some non commital responses as a confirmation that breakfast was included.

When we discovered that it wasn't, we were hit with a bill of £13 each for breakfast. Complaints to the staff were not met with an apology, just a brusk, well thats what you booked - even after explaining further there was no positive reponse - not even an apology.

Add this to lack lustre waiting staff and a bottle of sparkling wine that was flat and the two days were somewhat spoilt.

Would like to give the hotel a second chance, as it is clean and tidy and well located - but us Brits continue to strive to provide some of the worst customer service in the world!!

  • Stayed April 2006
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Burgsey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Durham
Level 2 Contributor
9 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed March 28, 2006

Stayed here for 1 night, whilst visiting Parkway BUPA hospital, approx half a mile away. Check in was swift, pleasant receptionist took the time to explain facilities on offer. I would guess we were the first residents to occupy our refurbished room as everything seemed to be brand new(renovation work is still ongoing), furniture & fittings were gleaming. The bathroom deserves a mention also, everything spotless, new bath & shower fittings, and something I have not seen before - a curved shower rail, that curved outwards meaning it didnt touch or stick to you, which you know is very annoying, a nice touch, hope other hotels follow suit. Didn't try the restaurant, looked very quiet, plenty of food available just over the road at Touchwood Mall. Was a bit disappointed with the bar service, had 2 draught lagers on offer, however 1 was totally unavailable (broken pipe?) and the other which we bought was flat, although the barmaid forwarned us!! Requested a late checkout and this was agreed without any fuss, 2pm which was great. Nice place & would return.

  • Stayed March 2006
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank dino durham
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, UK
Level 6 Contributor
19 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 156 helpful votes
Reviewed March 12, 2006

Stayed here twice during February 2006. Great location if you need to be in Solhull but otherwise I found the £129 GBP a night (inc breakfast) a bit too expensive even though my company was paying for it!!

Was put into a recently refurbed room which was nice as everything looked and felt new (give it 6 months). The leisure facilites were packed with outside members (I hate hotel leisure facilities which are open to the public). The second time I visited the hotel I was put into a room with the bed so far away from the TV that you would of needed bionic vision to watch anything

Didn't eat inside the hotel apart from breakfast which was average quality. Dinner can be had across the road at Touchwood for a reasonable amount of money and with a better atmosphere (Nando's, Tapas, Italian, Pizza Hut and TGI Fridays).

  • Stayed February 2006, traveled on business
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank meesterbond
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
Reviewed September 29, 2005

Stayed one night at the Solihull Moat House Hotel. It was just a stopover on our way elsewhere. Very nice hotel. Modern, clean rooms. Staff friendly and helpful. We needed an extra bed for a third adult and there was still enough room. Good location. A very nice mall with shops, movie theater, and restaurants just across the street. If you go though the mall you will find a lovely, picturesque, outdoor mall with more stores and restaruants. Although it was a bit of a distance (pulling our luggage behind us) we actually walked from a train station to the hotel. Good experinece, would definitely stay there again.

  • Stayed September 2005
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
California
Level 5 Contributor
74 reviews
50 hotel reviews
common_n_hotel_reviews_1bd8 111 helpful votes
Reviewed January 2, 2005

We stayed at the Solihull Moat House for New years eve. Its a nice modern hotel in a good location. There is a big shopping mall right opposite with a cinema and lots of shops and restaurants. The hotel is nice we paid £78 for a double room. The pool is pretty small though but enough for a quick swim and jacuzzi. Nice place though worth a visit.

Helpful?
7 Thank Paul T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
Reviewed December 31, 2004

Nice place and great location but noise is very bad in the rooms. They have heavy doors with metal latches that cannot be silently closed. You will hear doors slamming all night long.

Helpful?
11 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Crowne Plaza Solihull

Property: Crowne Plaza Solihull
Address: 61 Homer Road, Solihull B91 3QD, England (Formerly Holiday Inn Solihull)
Phone Number:
Location: United Kingdom > England > West Midlands > Solihull
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Luxury Hotel in Solihull
Price Range (Based on Average Rates): $
Hotel Class:4 star — Crowne Plaza Solihull 4*
Number of rooms: 120
Official Description (provided by the hotel):
The Crowne Plaza Solihull is 5 miles from the Birmingham NEC and ideally located whether you are on business or taking a break. Birmingham International Airport is 15 minutes away. Situated in the heart of England, we are 1 mile from Jct 5 off the M42 with direct links to the M6, M6 TOLL, M1 and M40. Solihull is a vibrant and welcoming town and is the perfect accompaniment to this exceptional 4 star hotel where you can celebrate your wedding venue with a picturesque view overlooking a beautiful fountain and lake. Our fantastic new facilities include 12 modern and flexible meeting rooms designed for both practicality and comfort, 120 refurbished bedrooms, air-conditioning and wireless internet access throughout the hotel, kids eat free and indoor heated swimming pool. Restaurant and our Lounge bar offer both formal and informal dining options to suit tastes from around the world. To make the most of your stay, visit our leisure club and take advantage of the gymnasium, steam, Jacuzzi and sauna. Nearby attractions include Cadbury World, Touchwood entertainment and shopping complex, Shakespeare's birthplace Stratford upon Avon and Sea Life Birmingham. Just a few of the many places to experience when visiting beautiful Solihull. ... more   less 
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Also Known As:
Holiday Inn Solihull Hotel Solihull
Solihull Holiday Inn

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