Holiday Inn Ashford-north A20

As a loyal IHG member who has stayed at this hotel multiple times, I am deeply appalled by the appalling conditions, safety failures, and outright hostile staff behavior my family experienced from July 16th–19th, 2026. What was meant to be a comfortable stay turned into a nightmare, capped off by the General Manager’s total refusal to take accountability. Upon check-in, we were allocated a ground floor twin room covered in cobwebs and live spiders, with a window that completely failed to lock a massive security risk. Reception initially refused to move us, claiming no rooms were available, before suddenly finding one 30 minutes later. In the second room, my 16 year old son had to kill multiple silverfish in the bathroom throughout the stay. On top of this, we were placed directly above a roaring event with blaring music until late at night without any prior warning. On checkout day, despite having an agreed late checkout as an IHG member and our room handle displaying occupancy card, a housekeeper walked directly into our room unannounced while my 16 year old son was getting dressed. When I calmly attempted to address this gross breach of privacy, the staff's reaction was vicious. The housekeeper was rude and refused to identify herself. She hurried downstairs repeating my room number to go tell the receptionist who I assume was in charge that day. A receptionist intervened aggressively, taking the housekeeper's side, sarcastically telling me to "just send an email to the manager," and ordering me out of the hotel while stating she would "happily hold the door open" for me to leave. I have clear video footage capturing this receptionist’s hostility, refusal to provide names, and aggressive ushering of my family out of the hotel. As a mixed-race guest, being targeted with such aggression and forcibly ousted for raising a safeguarding failure involving my child felt deeply hostile and dismissive. When escalated to General Manager Howard Shields, his response was a masterclass in corporate deflection. He hid behind technicalities claiming the green hanger was the "wrong" door card and flatly denied the privacy breach occurred, choosing to call my son's account into question. Furthermore, while the GM claimed in writing that thousands of goodwill IHG points were awarded to settle the matter, my official IHG account balance confirms no such goodwill points were ever received. To dismiss an appalling privacy breach of a minor, excuse hostile front desk behaviour, and consider a plate of eggs and un posted loyalty points "full settlement" is disgraceful. Avoid this hotel at all costs.

Booking showed things that were not available. Booking showed a fridge, no fridge. Booking showed a bath, only ashower No safety deposit box. No air con. Beds very high. Thick quilt on the bed in the middle of summer.

The hotel takes unauthorised payments on your credit card before you check out so you can't check them. The payments they take are great than what they should be and refuse to refund you even though they accept they have done it. Beware of the fraudulent activity at this hotel.