HOLIDAY INN EXPRESS

Used this hotel as a stop off point to take my son to Alton Towers which looked like much the hotel was doing - easy location to get to the theme park and having left at a reasonable time we got there in about 20/25 minutes. On our first evening we had noisy neighbours. We were in an accessible room by chance where the room is partitioned on to the other one. My son is 7 and they had much older children - one of which rattling their own door at around 1030 so when I stuck my head out to see and could see the Dad holding two pints I knew it wouldn’t be a while to nod off. Phoned reception to see if we could move - Alexa had answered and was super helpful, apologetic even though it wasn’t her fault, and explained she had no spare rooms but would sort the next day which she did. New room was much quieter, she laid on drinks for us and was generally full of recommendations locally, told my son to help himself to a packet of fruit pastels…just generally great customer service. Hotel ideal if using as a base for Alton towers.

Exactly what a was after very clean room breakfast was excellent beds mega comfortable what more can a ask for very single little thing my 10 year old Autistic daughter went to reception and asked for just wish a had got the lads name to thank him 10/10 fantastic service ps and they didn’t even know she had autism

I recently stayed at the Holiday Inn Express Stoke and unfortunately my experience was disappointing. On arrival, we arrived around 20 minutes before check-in after a long drive and politely asked whether our room might already be available. Rather than checking the system, the receptionist immediately told us it was too early, which felt dismissive. When checking in, we also experienced problems with the discounted parking rate, as the website repeatedly tried to charge the full amount. We eventually resolved it ourselves as there was very little assistance from reception. The room itself had clearly not been cleaned properly. The bin hadn't been emptied, the floor was dirty, and there were crumbs all over the desk. Although we reported it straight away, we then had to wait another 30 minutes before it was cleaned. After traveling all day, we had planned to eat in the hotel, only to be told that no food was being served that evening despite food being advertised on the hotel's website. This meant we had to leave again to find somewhere else to eat. The only positives were that breakfast was good and check-out was quick and efficient. What is most disappointing is that I emailed hotel management directly after my stay to give them the opportunity to address these issues before leaving a public review. Despite raising my concerns politely and constructively, I never received any response or acknowledgement. I don't normally leave negative reviews, but both the experience itself and the lack of customer service afterwards have left me feeling let down. Hopefully these issues are addressed for future guests.