Holiday Inn Express Rotterdam Central Station

We enjoyed our stay and very much appreciated the help from the manager,Ana after we had a long wait to check in. We'll definitely come again! Henriette

I rarely leave negative reviews, but my experience at this Holiday Inn was extremely disappointing from both a customer service and management perspective. I specifically booked and prepaid for a high-floor room with a view, which was clearly confirmed on my reservation. Upon arrival, I was assigned a different room that did not match what I had reserved and paid for. The room was one of the primary reasons I selected this property, so this was more than a minor inconvenience. I immediately brought the issue to the attention of the front desk. Rather than making a genuine effort to resolve the situation or offer a comparable alternative, my concerns were largely dismissed. I also requested to speak with the hotel manager, Mr. Zafran, but he did not make himself available during my stay. After returning home, I contacted the hotel seeking a fair resolution. My request was denied solely because my reservation was booked under a non-refundable rate. This response completely ignored the actual issue: I was not requesting a refund because I canceled my stay—I was requesting compensation because the hotel failed to provide the room category that I reserved and prepaid for. A non-refundable reservation should not excuse a hotel from honoring the accommodations it confirmed. Guests should receive the room category they purchased or be offered an appropriate alternative and meaningful resolution when that is not possible. What disappointed me most was not simply the room assignment, but the complete lack of accountability and customer care from management. There was no sincere attempt to resolve the issue during my stay or afterward. Instead, the hotel relied on the non-refundable policy while overlooking its own responsibility to deliver the accommodations that were promised. I have stayed with Holiday Inn properties in the past and have generally had positive experiences, which made this stay even more disappointing. Unfortunately, based on how this situation was handled, I cannot recommend this property. Travelers who pay a premium for a specific room type should be aware that there appears to be no guarantee the hotel will honor the reservation or provide an appropriate remedy if it does not. I hope Holiday Inn and the hotel's leadership take this feedback seriously and improve both their customer service and their commitment to honoring confirmed reservations.

Great location, nice rooms and decent breakfast. Swapping daily room cleaning with free drinks was great. Special thanks to Ana and Rania.