Holiday Inn York

Well absolutely will never return! Drove 5 hours to come to York for a funeral. Arrived at 10pm and barely a hello from the receptionist, no smile at all and not interested in conversation. Gave us our room key, family room with a sofa bed. Walk in and it’s not made up or any duvet. We attempted to pull it out but it was rammed in and I cut my hand. We asked for help and told receptionist the bed wasn’t made. No real apology. 15mins later no one had come up so I went down. The lady came up and just went “oh it’s broke” and said we need to find a room. No one came back up so I went downstairs to the reception. And was asked are you ok? I said no, I want to be in bed. They said we are sorry so half hearted. I said it’s completely unacceptable to even make up a bed for a booking. We asked if one of us was moving or all and they said we don’t know. So my 3 year old nephew was left not being able to go to sleep. After 30mins of being there we got told u are all moving. Why they couldn’t have said that before I do not know. So we walked down with him in his pjs to a new room. Oh but this room the air con didn’t work! We were so tired we just went to sleep. Loud banging doors throughout the night, noise from the car park. The manager and receptionist on check out were lovely, but the damage had already been done. We would never return to this hotel. The customer service is extremely poor

Staff were helpful. Rooms were comfortable. Free parking available. Short bus ride into York CBD.

Hotel is ideally situated for York racecourse. However, at £271 for the night, it was absolutely not worth it. The staff are dreadful - so unhelpful and unfriendly. The room was ok but the bathroom plug wouldn’t lift up, the towels were stained and the shower gel had run out. The air con in a heatwave should have been a godsend but it is permanently set to 18 degrees on a high fan setting which made the room like a fridge but without the air con the room was like an oven. One of the toilets downstairs had poo all over it and there was no toilet roll in any cubicle. Mentioned all this to reception who couldn’t have been less bothered.