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“How to get banned!”

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Holiday Inn Reading West
Ranked #1 of 2 Hotels in Padworth
Swindon, United Kingdom
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“How to get banned!”
1 of 5 bubbles Reviewed 24 September 2013

This hotel was rebadged from another hotel chain and has had little cosmetic work carried out on the years since. The lack of accommodation in the surrounding area means that a typical stay is in excess of £100/night. As a Club card holder, I regularly receive in invitation to do a customer feedback. After a recent stay, I noted that there was limescale build up on the shower head and that mold was growing around the grab rail in the bath. I also commented that there were insufficient power sockets near the bed to allow for phone charging/laptop use whilst lounging on the bed.

This occasion, whilst preparing to iron a shirt, I noted that the cable going into the connection box had been strained leaving the inner cores taking the strain instead of the outer cover. It was also noticeable that the latest PAT certificate had not been placed on the connector box, it was on the iron itself, looking up, it was also obvious that the desk and bedside lamps were out of date for their Portable Electrical Test. Heading out to the local hostelry for a meal and drink, I noted these shortcomings to the receptionist.

The following morning, whilst checking out, I was verbally accosted by the duty manageress. It appears that my previous feedback, which she informed me are called 'Heartbeats', she considered that I had 'exacting standards' and that it would be better if in future I chose one of the other hotels in the area. I took back the key card and escorted the manageress to the room and showed her the failing points which she agreed were substandard, I also showed her the dust collection on the various flat surfaces in the bathroom; apparently room services would normally do dust! Heading back to the reception, no comment was needed as pointed out the cracked window pane in the passageway window; once more on arrival I was informed that due to my 'exacting standards' I should not book into the Holiday Inn again! So, it seems that a clean and electrically safe room are to high a target for this particular hotel!

  • Stayed September 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank TheWhiteHat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philip J, General Manager at Holiday Inn Reading West, responded to this review, 25 September 2013
Thank you for your feedback.

The team at Holiday Inn Reading West are very passionate about guest feedback and work hard to try and ensure all guests leave having had a great experience. We do value feedback from our guests, especially if given in an honest, polite and pro-active manner. I do apologise if on this occasion you felt their desire to better understand your earlier comments and feedback and to seek clarification came over as being defensive, this was certainly not the intention.

I would like to put the record straight and clarify that, despite the misleading heading you have given your review, you are not 'banned' and indeed we have never banned anyone form our hotel! The team were concerned that, despite several stays over the last few months, you were not happy with the hotel and our product and in fact they offered you a full refund, something you chose to refused.

I can confirm that not only is our portable appliance testing all up to date but so is our electrical mains testing. Our records and electrical registers were all checked and verified during an independent, unannounced H&S and Food Safety audit carried out at the hotel only last week; this is an audit we have twice a year and is in addition to our Mystery Brand Audits - we could not operate without this in place. These audits also check our water hygiene records and legionella testing which again are all up to date and compliant.

We appreciate that guests have a choice when it comes to booking hotels. Your feedback suggests their is limited choice however there are a number of properties within close proximity to us and you go on to list two of them in your review. Whilst we would much prefer you choose to use Holiday Inn Reading West that our competition but don't ever want to think anyone has stayed with us under sufferance.

I hope readers of the reviews on Trip Advisor (and indeed other sights) will look carefully over the reviews posted over recent months and will be able to make a balance judgement on the service, caring attitude, safety and value of the hotel.
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262 reviews from our community

Traveller rating
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Rating summary
  • Sleep Quality
    4 of 5 bubbles
  • Location
    3.5 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (50)
Date | Rating
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English first
Leeds, Yorks
Level Contributor
232 reviews
102 hotel reviews
common_n_hotel_reviews_1bd8 151 helpful votes
4 of 5 bubbles Reviewed 19 September 2013

This hotel is in a good location for Reading and is a bit quieter, than others in the area, the staff are very friendly and helpful, the room was a nice size, and very clean , usual big TV and tea making facilities, the only thing would be it needs an update, it is a bit tired in the bathroom and bedroom, the fitness room is a bit small with only a few pieces of equipment, however I would stay here again and would recommend.

  • Stayed September 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank prs54fmpu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philip J, General Manager at Holiday Inn Reading West, responded to this review, 20 September 2013
Thank you very much for taking the time to post a review following your recent stay at Holiday Inn Reading West.

I am pleased you had a comfortable stay and the team will appreciate your comments about them being friendly and helpful.

Thank you for your feedback with regards the bedroom and bathroom. I'm sure you'll be pleased to learn that, as part of an on-going refurbishment plan acorss the Kew Green Hotels estate, we are scheduled for a bedroom refurb hopefully around spring time. In the meantime the team on site continue to ensure the rooms are kept clean and tidy.

I look forward to welcoming you back to the hotel in the not too distant future.

Kind regards
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Reykjavik, Iceland
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 4 September 2013

Ww stayed there during the Reading festival but the hotel is a bit far from the arena but worth the while to stay in a bed rather than a tent. We enjoyed our stay there and the hotel staff was very nice and very helpful as well. We needed help to get to Gatwick airport after our stay and got help from the staff to get us there in the most cheepest way possible.

  • Stayed August 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AnnaCB1975
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philip J, General Manager at Holiday Inn Reading West, responded to this review, 5 September 2013
Thank you very much for taking the time to post your review, we really do value your feedback and comments and the team will appreciate your kind words.

Kind regards
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Crayford, United Kingdom
Level Contributor
32 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
5 of 5 bubbles Reviewed 27 August 2013 via mobile

My partner and I stayed here for 3 nights while attending Reading festival as we are now a bit too old for camping. The hotel was in a great location for this. Prior to arriving I had requested a quiet room and we were given one overlooking the courtyard which was great. The room was very comfy and clean. Check in and check out speedy and efficient with very helpful staff. We pre booked breakfast at check in as it was cheaper and we were not disappointed. The quality of the food was excellent as was the service in the restaurant.
Overall, I think this is a lovely little hotel and we will return next year!

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank LauraMcG17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philip J, General Manager at Holiday Inn Reading West, responded to this review, 28 August 2013
Thank you very much for your review and kind words, I'm delighted you enjoyed your stay and we all look forward to welcoming you back next year.

Kind regards
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England
Level Contributor
44 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
4 of 5 bubbles Reviewed 24 August 2013 via mobile

We stayed here as part of a great deal including two days at Legoland and a night at the hotel for myself, hubbie and two grandsons. Hotel is about 30 minutes drive from Legoland but was ideal for us.

We had asked for a quiet room and were given one overlooking the large garden at the back if the hotel. Room was adequate size. Bed settee was out and made up for the boys to share. Everything clean and comfortable including the bathroom. Plenty of big bath towels and good pressure in shower.

Check in was speedy and the lady on reception was friendly and welcoming - a big smile as we walked through the door. She was great with the kids and chatted to them while I filled in the form.

We didn't use the restaurant in the evening as we'd had a long day at the park so it was picnic in the room courtesy of Sainsbury which is on the route from Legoland to the hotel.

We did book breakfast as we checked in as it was cheaper to pre book and the kids ate free, so just under £20 for all of us. Plenty of choice - one criticism is the toasters. It seems to get anything reasonably brown it has to go through twice and one side of the four slot toaster I used didn't work at all. Other than that it was fine.

Would definitely use this hotel again.

Stayed August 2013, travelled with family
Helpful?
Thank NannyCat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philip J, General Manager at Holiday Inn Reading West, responded to this review, 26 August 2013
Thank you very much for you feedback, I'm delighted you enjoyed your stay at Holiday Inn Reading West and I hope your grandsons enjoyed Legoland.

Thank you for your comments regarding the toaster, we will of course check this over.

Kind regards
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Poole
Level Contributor
78 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
2 of 5 bubbles Reviewed 19 August 2013

We arrived and immediately asked for a taxi as we needed to go out. We were asked if we wanted breakfast at £8.50 and we said we did not know yet and would probably decide in the morning.

The room was good, although the settee was stained with who-knows-what and we only used it to store bags on as it looked so bad. The rest of the room was clean.

Our taxi arrived early and took us the 1.6 miles of our journey and then demanded £15. Needless to say I did not pay that much, but it wasn't a great start and I wonder how many people would just pay without arguing. The driver's reasoning was that the hotel use a taxi company from Reading so he had already driven 9 miles to get to the hotel.

All was fine until around 6am when the fire alarm went off in the hotel. This rang for about 5 minutes, at which point we were getting dressed to evacuate the hotel, but as it had stopped we went back to bed. At 9am we went to breakfast, at which point we were told that because we had not pre-booked the price was now £13+ per person. Breakfast was ok, but like in any hotel an exercise in ripping-off the customer, particularly the thimble-sized glasses for juice.

On check-out I mentioned to the receptionist that the taxi firm they had booked for me was a con and they probably should not use them again. Her response staggered me, "Taxis have nothing to do with the hotel", Irritated I then asked why she had not told me on check-in (for it was the same person) that there was a 50% surcharge for breakfast if we did not book it when she mentioned it at check-in. Again, a staggering response, "I did tell you, you must have forgotten". At no point was there any hint of an apology for either of those issues, a discount offered for the breakfasts, or any explanation for the fire alarm.

And that's why we wont return.

On the plus side as we booked well in advance the room was very good value.

Room Tip: Book breakfast on check-in if you want it.. there's little else in the area.
See more room tips
  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank GB1970
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philip J, General Manager at Holiday Inn Reading West, responded to this review, 20 August 2013
Thank you very much for taking the time to post your review, we really do appreciate your feedback.

I am very sorry that on this occasion you felt the service you received was not up to scratch, this is very unusual, as the vast majority of guest postings on this and other sites would testify, and I will discuss this with the team.

I do apologise for any misunderstandings regarding the taxi charges and our breakfast offer. You are quite right when you point out that due to our location (approx. half way between Reading and Newbury) that often we have to call taxis based in the town, especially if booked at short notice, and their charges are based on this. With regards the breakfast, yes, we do offer a discounted breakfast voucher promotion to residents if they choose to purchase the night before and this is supported by a poster at the front desk. It is unusual that the reception team wouldn't have made mention of the likely taxi charges or explained the breakfast voucher discount promotion; my apologies again for this and I will certainly address both these points with them.

The fire alarm sounding was very unfortunate. This is something that rarely happens and something we couldn't have foreseen and I am very sorry that it disturbed your stay. That said, we take guest safety very seriously and having a fully functioning fire alarm system is very important.

I am very sorry that you say you wouldn't stay here again but if you would like to discuss any of the points you raise or my responses please give me a call at the hotel.

Kind regards
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Travellers are raving about these Padworth hotels

Durham, United Kingdom
Level Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 bubbles Reviewed 12 August 2013

Found this hotel to be pleasant , friendly staff, check in quick, room a good size with a bath and a shower, evening meals very nice and breakfast plentiful.The only gripe would be the amount of dust on the back of the sofa bed, and the bath had 2 hairs in it (not the ones on your head) that I had to wash out. Maybe a bit petty but im just being honest. :))

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank holly_day_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philip J, General Manager at Holiday Inn Reading West, responded to this review, 13 August 2013
Thank you very much for taking the time to post your review.

I'm very pleased that overall your stay was comfortable and that you found Holiday Inn Reading West to be a 'Great Hotel'.

I do apologise if the cleaning was not fully up to scratch and I will run through your feedback with the housekeeping team.

Many thanks
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Holiday Inn Reading West

Property: Holiday Inn Reading West
Address: Bath Road | Padworth Lane, Padworth RG7 5HT, England (Formerly Padworth Court)
Phone Number:
Region: United Kingdom > England > Berkshire > Padworth
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Parking Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Padworth
Price Range (Based on Average Rates): £
Hotel Class:3 star — Holiday Inn Reading West 3*
Number of rooms: 50
Official Description (provided by the hotel):
Holiday Inn Reading West is one of the best located hotels in the Reading/Newbury area with ample free car parking. We are very close to Arlington, Calleva, Colthrop and Easter Business Parks and within easy reach of Green Park. We are only 3 miles from M4 junction 12 on the A4 Bath Road between Theale and Thatcham. Nearby attractions include the Oracle Shopping Centre, Madejski Stadium, Newbury Race Course, Beale Park, Basildon House, Legoland and Windsor Castle. All our guest bedrooms have air conditioning and have been designed to have comfort in mind as well as space to work. We have 2 accessible rooms and 2 suites. All rooms have ensuite facilities, direct dial telephones, TV with a good selection of channels, pay movies, trouser press, iron/ironing board, hairdryer and tea/coffee making facilities. There is also Wi-Fi available throughout the property. The Padworth Restaurant and Bar are available for breakfast, light snacks, full meals, tea & coffee and selection of beverages to both residents and non residents.Holiday Inn Reading West is an ideal Wedding, function, party, meeting and conference venue. ... more   less 
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Also Known As:
Holiday Inn Reading West Hotel Reading
Reading Holiday Inn

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