Holiday Inn Rugby Northampton M1 Jct18

I always stay at this holiday inn for business as the links to where I work is close by. This hotel consistently goes above and beyond when I visit to ensure my stay is always the way it should be- hassle free and pleasent. On this occasion, I had outstanding customer service from a new team member Lilly. She was so welcoming and joyful, even though it was fairly late into the evening. She made me feel happy to be there after a long day of work and a 3.5 hour journey to get to my destination. It’s the little things that sometimes can make such a difference when you travel a lot for work and her manner and willingness to help was so wonderful to receive. For those of you who are looking for a nice hotel in this area I’d highly recommend. It has a lovely pool and gym facility to use on site but there’s also some beautiful running/walking routes near by as well. Even though it’s right next to a large motorway, you can’t hear the traffic from it, but you do get the added bonus of some fantastic wildlife around the hotel. Thank you to the staff at Crick, but special mention as mentioned above to Lilly! Keep being a rockstar

Checked in for one night on route to London.. so far so good. Additional tower bladed fan in room due to heatwave - lovely! Issues started when we went down to reception/lobby to cool down in decent air con for a drink. The only bar open is directly within the reception vicinity and whilst we appreciate the hotel has no control over other guests, this is where the chaos began. There was a very large party, mixture of ages including young children. Whilst we were trying to enjoy a chilled drink in the bar area, this was spoiled by guests checking in and letting their young children run wild with zero respect to the surroundings, both guests and property. Understandably children scream and cry but when adults shout across the area, it very stressful. As a result of the noise, we ended up going back to the sweltering room as there's no where else to go at the hotel other than the leisure club - which in fairness was lovely! After a few hours, we went back down to the reception/lobby after booking Dinner, bed and breakfast (photos included). Again this was far from relaxing as the party in question although checked in had pretty much taken over the area - children speaking to the bar staff like rubbish, who politely pushed back including after they pushed in front of me and others. I was then horrified to sit there having my meal to see in my peripheral vision a young mother whilst playing on her phone comment she needed to change her son then proceeded to change his nappy on the lobby sofas with no change mat or cover.. absolutely disgusting, especially with toilets and changing facilities directly behind them. Again I understand the hotel cannot stop who stays there but with nothing said, that's horrendous and proves the staff were at breaking point - not fair to them. This was then followed by the older children being told by the adults to sit down (eating their own brought in food they didn't even get at the hotel). As we couldn't stand the chaos, noise and drama any further, we went back to the room prematurely with our desserts. The next morning, we cannot fault the breakfast offerings and staff on shift, again photos included. Whilst going back to the room to collect our bags to check out, we saw dry food, biscuits, clothing labels and even what I hoped was a clean nappy on the floor at different points of the corridor - some from the night before! Positives - room, leisure club and staff Negatives - cleanliness, extra large parties accepted

Shocking food No staff on hand to assist with any queries Long queues at reception