Thank you for your feedback which we take very seriously.

We are pleased to read that you found the Hotel to be in an excellent location and apologise in the shortfall in standards you experienced. I can assure you that this is not the typical welcome at a Holiday Inn hotel and we apologise for any inconvenience caused.

As mentioned in previous reviews, the Hotel is undergoing an extensive £3.5 million refurbishment in three phases starting with the bedroom air conditioning which is being installed now. We have been advised that the system can be turned on when all rooms have been completed, which is due in November 2006. The vents and controls need to be installed in advance so that when the system is switched on, it can work effectively and I understand how frustrating this must have been for you.

In the meantime, fans have been provided in each room and we have a policy of closing the curtains in the sunniest rooms during the day to keep these rooms cool.

Our Reception Manager is now aware of your comments and will be conducting customer service skills training again to ensure the sense of arrival is improved.

As a “hallmark” of Holiday Inn, a good breakfast is a standard that supports the brand image and we were very concerned to read your comments regarding the breakfast offering. Although we cannot see the day in question, I can confirm fresh milk is provided every morning on each table and hot breakfast items are cooked freshly everyday. Every table is cleaned using a sanitizer spray between each guest sitting and we have insisted that training be provided again to the restaurant team in the importance of this area.

It is unfortunate that this was your breakfast experience; however there is a Manager on Duty 24 Hours a day, to speak to personally regarding any feedback which gives us the opportunity to put any elements of your stay, which you have not been satisfied with, right.

Please let us have the opportunity to act during your stay rather than leaving unhappy. Thank you.

Thank you for your feedback which we take very seriously.

When booking and selecting a room type through the Holiday Inn website, it immediately books the exact room type at the Hotel within seconds.

Holiday Inns also offer an “allocated upon arrival” room type which does not guarantee the bed type or smoking preference. The room type given is dependant on the availability, at the point of check in. We appreciate that this room type on occasions may cause confusion with some customers whereby they feel a particular room type was reserved, when in fact an “allocated upon arrival” was booked.

Although we are unable to see the room type that was booked for these comments, I understand how frustrated you must have been upon receiving a Double bedded room as opposed to a King.

In any circumstance when our guests are not happy we have a Manager on Duty 24 Hours a day to speak to personally regarding any area of the Hotel that has not met our customers expectations. In this instance our Duty Manager could have resolved this room type issue and ensure guests leave the Hotel completely satisfied.

I can confirm the Hotel is undergoing an extensive £3.5 million refurbishment in three phases starting with the bedroom air conditioning which is being installed now. We have been advised that the system can be turned on until all rooms have been completed, which is due in November 2006. In the meantime, fans have been provided in each room and we have a policy of closing the curtains in the sunniest rooms during the day to keep these rooms cool. The remaining phases include the refurbishment of sinks and baths.

We try our very best to ensure the Hotel facilities are correctly displayed through every booking channel, by excluding any comment about air conditioning, so as not to mislead our customers. I would advise all visitors to Brighton that out of the six major Hotel chains located on the sea front, only one currently has full air conditioning in the bedrooms, and we shall be the second by November this year.

Holiday Inn operates a flexible pricing policy which means that prices quoted are competitive based on occupancy and demand in the area and are in line with Hotels of similar standard in the city and location on the seafront. However if for any reason the property did not meet your expectations your satisfaction could have been resolved but talking to our Duty Manager before your departure.

Thank you for your feedback.

I understand how frustrated you must have been when arriving at the Hotel and we had difficulty in locating your reservation. I can assure you that this is not the typical welcome at a Holiday Inn hotel and can only apologise for any inconvenience caused.

I was pleased to read that you found the Hotel to be in an excellent location and that the small problem you experienced on check in, did not cause a delay in our Reception team locating your booking and finding a very suitable room for you. From you comments it does seem that you were given one of the Hotels Sea view king bedrooms.

It is unfortunate that the guests next door to you were noisy and if this were to happen again, we have a Manager on Duty, available 24 Hours who could have put a stop to the disruption immediately.

Thank you for your feedback which we take very seriously. I can confirm that the Hotel is undergoing an extensive refurbishment which includes all bedrooms and bathrooms. Holiday Inn has also delivered brand new “Holidreamer” beds to the refurbished rooms and all bedrooms are planned to be completed by August 2006.

During these first stages of our £3.5 million refurbishment, the dirty grouting as pictured in an earlier review has now been completely removed and replaced with new tiles, new chrome bath & shower fittings and fresh white grouting. Other essential re-decoration of ceilings and walls are being completed room by room.

Air conditioning is being installed into all bedrooms and we have been advised that the system can be turned on once all rooms have been completed. In the meantime, fans have been provided in each room and we have a policy of closing the curtains in the sunniest rooms during the day to keep these rooms cool.

The management team work hard on creating a welcoming sense of arrival and although the ability to change the physical shape and style of the exterior building is impossible, an outside re-decoration of the building is planned in phase three of the refurbishment.

The Hotel benefits from double glazing and an excellent seafront location and all seafront Hotels that sit along the coastal road parallel to the sea, experience the same level of external noise.

As part of our ongoing commitment to customer satisfaction, comment cards are in every room and customer surveys are handed out, at random to capture a cross section of guests and their feedback. There is a Manager on Duty 24 Hours a day to speak to personally regarding any feedback which gives us the opportunity to put any elements of your stay, which you have not been satisfied with, right. Please let us have the opportunity to act during your stay by talking to us, rather than leaving unhappy. Thank you.