Holiday Inn Express Stoke-On-Trent by IHG

Breakfast was abysmal, half the equipment not working, Toast but no Jams/Marmalades, machine coffee not nice, cooked breakfast very limited and levels poorly monitored. Staff not interested in customer care or satisfaction.

booking in, had to wait over and hour and a half after book in time as rooms were not ready.

Directions to hotel poor.

Having to pay for parking on top of my room rate

Bathroom disgusting , air con stuck on full blast, shower just a trickle, car park was very expensive & said £7 in email but charged £14:50 & that was with discount! Breakfast was the biggest disappointment, looked like it had been ransacked, filthy, food & drink everywhere , not being replenished, overall the worst holiday inn I have stayed in

None

Dining room looks dated and scruffy. Very limited menu that was a cheap printed laminate.
Could do with an upgrade.
Lift is ancient and it feels like it will break down any minute when you are in it!

Access using Postcode!

A bit isolated. Breakfast a bit chaotic. Staff couldn't keep up although they did their best. Lots of things ran out such as cups and juice.

The staff on our second morning were awful. The website/google stated breakfast was until 11am, and there was nothing in the room or at check-in, or anywhere visible in the hotel to say otherwise. We arrived for breakfast at 10:05 after arriving back late from Download Festival, and were told breakfast finished at 10am. We could see food still available, and had our 6 year old with us, but not once did the cleaner or the shift manager think to allow us to sit and have a piece of toast and a drink, or a bowl of cereal, as they were too concerned with clearing everything away to get finished. I pointed out I was never told about about the time, and they pointed to a sign that had been stuck with blu-tack, inside the restaurant, which is only visible once you go for breakfast, that had been stuck up that morning with the Sunday timings. I am an IHG member, and had stayed in Dublin earlier that week and experienced the complete opposite in customer service (Dublin HI Express couldn't have been nicer). We had to check out early to take our son to the Harvester next door even though we had paid for breakfast and the staff would have had to literally throw food in the bin rather than allow us a few things to eat. Their attitude and lack of any customer service or people skills were incredibly poor. They kept saying I should have been told at check in, almost suggesting I would have been told. I explained I'd checked in two days prior and it was busy (the hotel was sold out and very rowdy, but that's another story), and nothing was said about Sunday breakfast times whatsoever, and the information is nowhere, apart from once you are in the seating area of the breakfast lounge (which you can only see once you have waited for a table and gone for breakfast, as I had to eventually walk in and soeak to the guy cleaning/ignoring me). They kept saying they would feed back to the manager, and continued to clean around me and my family.

Some of the staff was very rude and not very helpful considering that we was disabled 🙄

My husband hurt his foot on the bed as there was a sharp section hidden by the blanket. However staff were helpful when I spoke to them about this