We booked Stoke On Trent Holiday inn as we were going to use Alton Towers and only 30 minutes away great location.
Staff on checking were wonderful and very helpful, They kindly showed us couple
of rooms as during our stays in IHG hotels some of the bed had been too small for both of my Children and need to book a second room.
I choice the 2 Double beds which was great and very clean and next door to the swimming pool, The issue I had was the air con we put it on as the room was hot only for my wife had to leave the room at 4am as the room was too hot to sleep in. with any air con you need to close the window. when I raised this issue with the maintain manager I was informed the Air con is now only set for heat as of this week. I wasn't over happy as no one had informed us of this.
I was informed there was a information notice next to the control pad which of course there wasn't.
When we went to use the lounge area for one of my children to do his home work and my wife had some uni work to do, only issue was we couldn't find a sit as the place was full of business works having meeting, we had to wait for 30 minutes before getting a talk but couldn't think due to the amount of noise.
On the day we were leaving we arrived for Breakfast at 09.15 and the restaurant stops for breakfast for 09.30, I asked for some bacon as the bacon was cold this was at about 09.30/09.35 but we had been sat since 09.15. Only to be informed by the supervision said there wasn't any bacon available and that Breakfast stops at 09.30 and walked away.
I wasn't over impressed as a previous restaurant manager myself, I therefore asked to speak to the duty manager.
Jen who was the duty manager came over and listen to my complaint and took notes and said she would speak to her manager and get back to me, Jen was very polite and took the time to listen to me and my wife.
So on checking out Danielle (Manager) came over and spoke to myself and Wife and we explained the issues we had faced during our stay. Danielle offered a very fair resolution to the issues my family had faced.
The staff have been wonderful and reading passed reviews I can say they do a great job and these problems we have faced is more communication issues which can be put right.
I will be returning to this hotel as I do feel they have listened to my concerns and will address them.
I do feel next time I will be able to give all 5. [Less]