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“Facilities were adequate but service was awful”

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Holiday Inn Express Canterbury
London, United Kingdom
Level Contributor
15 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Facilities were adequate but service was awful”
Reviewed 13 August 2011

We arrived at the hotel and were told that our rooms would not be available, despite arriving around the check in time.

The rooms were spartan and equipped with old facilities (kettle/tv/etc.) and the bathroom was quite utilitarian (with a single door being used to alternately close the bathroom off from the main room or the toilet from the bathroom)

We purchased a 'Canterbury Bundle' room package which included a 'Canterbury Passport' to cover the cost of all attractions in Canterbury, but when requesting only two of these were available: the staff did not realise what we later found out that the passports were discontinued and unable to be purchased. We were not refunded the original cost of the passports allocated to our second room, but a token £15 refund was provided (this does not cover more than 2 attractions)

We were told on our booking that we had paid for the room. We were told when we arrived we needed to pay again and we hadn't really paid the first time, just reserved out rooms. When we went to charge a glass of beer to our room, we were then told that we couldn't because the room was already paid for - but then the next day we were asked to pay AGAIN! Complete lack of communicative skills by all of the front-end staff.

Breakfast was sordid - powdered eggs, no bacon, awful pastries and felt more like a school dinner than something we'd pay for the event.

The room was suitable and there was nothing wrong with that, the facilities were very spartan throughout the facility and given the equal cost of staying in the flagship business in Greenwich was quite disappointing.

Room Tip: Request an inner facing room, the one facing the motorway are loud/bright at night.
See more room tips
  • Stayed July 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank Will A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (139)
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Ontario
Level Contributor
78 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed 7 August 2011

Spent 2 nights during trip through UK. A taxi to Canterbury central is 10 pounds and saves the hassle of parking etc. Free internet and very good coffee. Hotel restaurant ok, and a snacks location in petrol Station about 100 meters away. A it out of town and a little hard to find, but otherwise, it was very clean and recently renovated with well-groomed rooms. Melvin, the duty manager was extremely helpful and very proud of his hotel.He is a definite asset to the business. Reasonably priced.

  • Stayed June 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank HavnfunOntario
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
North West England UK
Level Contributor
231 reviews
96 hotel reviews
common_n_hotel_reviews_1bd8 202 helpful votes
Reviewed 19 July 2011

I am aware this is marketed as a no frills version of Holiday Inn.

I am sorry but as a basic addition to any average hotel room you would expect air conditioning - just a fan here.

The breakfast was poor but acceptable considering it is included in the rate.

The hotel served it`s purpose of providing a stopover close to Dover with a car park.

  • Stayed June 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank aash23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sunderland, United Kingdom
1 review
Reviewed 14 July 2011

Well we stay here each year en-route to France with our caravan and park up no problem.eat in the evening we arrive and breakfst before we leave,we have always had excellent service from all staff we encountered and the rooms are clean and comfy,sadly just tried to book again and can't get in. As a travel agent would absolutley reccomend this hotel and have to clients and friends and feel that a lot of feed back is unjust! Keep up the good work .

  • Stayed July 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank wardy64
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Telford
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 8 July 2011

Good Points:
Fan in room-weather was really hot and needed this. Location-just 10 minutes away from Canterbury centre. Hotel was clean. BBQ on Sunday-lovely food served apart from burger that tasted really cheap but rest of meat was great
Bad Points:
Breakfast-scrambled egg, sausages & toast are the only hot things & they were bland and had no taste. Bathroom-has no extractor fan. Room-needs sockets by mirror. Wi-Fi is rubbish-could barely get a signal in our room & when you do get connected its reallt slow & even the computers in reception are really slow, needs sorting. TV channels in room are limited & there is little choice. There are freeview channels in reception would have been good to have the freeview channels in room as well.

  • Stayed July 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank nicnac-85
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Brussels Belgium
Level Contributor
54 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed 8 June 2011

We stayed in the Holiday Inn Express Canterbury begin june 2011. As always in these hotels, no real surprise, room was nice, breakfast included and ok and the staff friendly. Bad suprise was the location of the hotel. Direct on the motorway behind a service station and not at all in Canterbury.
This might be ok for a stopover (what a lot of busses did), but we where expecting a little less motorway and a bit more town. Must say that we did not have any noise problems and that it took us about 10 min by car, which is ok, but not what we expected. If you do not have a car or do not want to take it into Canterbury this hotel is not a good option.

  • Stayed June 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank shamisimo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MELTON MOWBRAY
Level Contributor
10 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 22 May 2011

My sister and I spent nights 20/21 June at this Inn and we had a wonderful break. The room, service and food was excellent. We would both recommend this hotel to our friends and families. Well done and thank you all once again. Frances Waite and Charlotte Woolley.

  • Stayed May 2011
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank FRANCESMELTONMOWBRAY
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
canterbury10, General Manager at Holiday Inn Express Canterbury, responded to this review, 24 May 2011
Dear Guest
Thank you for your valuable feedback .I am delighted to hear that you enjoyed your stay with us.
Feedback like yours certainly help us to measure where we stand with regards to customer service and qulaity.
Once again thank you for staying and your compliments.

I look forward to welcoming you to the hotel in the near future

Reagrds

Anoob Saban
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Holiday Inn Express Canterbury

Property: Holiday Inn Express Canterbury
Address: A2, Upper Harbledown, Canterbury CT2 9HX, England
Phone Number:
Region: United Kingdom > England > Kent > Canterbury > Upper Harbledown
Amenities:
Bar / Lounge Business Centre with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Upper Harbledown
Price Range (Based on Average Rates): £
Hotel Class:3 star — Holiday Inn Express Canterbury 3*
Number of rooms: 89
Official Description (provided by the hotel):
A modern 89 room hotel offering well appointed guest rooms with writing desk, TV, Hair Dryer, and Tea & Coffee making facilities. The hotel offers free WiFi, and car parking ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Hotels.com, Odigeo, Priceline, TripOnline SA, Traveltool, S.L.U., Cancelon, Hotel.de, HotelQuickly and Evoline ltd so you can book your Holiday Inn Express Canterbury reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Holiday Inn Express Canterbury Hotel Upper Harbledown
Holiday Inn Canterbury
Canterbury Holiday Inn
Holiday Inn Express Canterbury Upper Harbledown

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