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“Four Star Staff Let Down by Two Star Hotel”

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Holiday Inn Washington
Ranked #3 of 6 Hotels in Washington
Reviewed 21 September 2013

Only a last-minute booking for a single night - if I'd paid the full rate, I'd have been asking for money back.
All staff, from reception to housekeeping to bar to restaurant were extremely friendly & helpful and couldn't do enough to please.
The hotel itself however - dated & tatty.
The first room we were given had a toilet that didn't flush. We were told that the hotel weren't expecting a new part until next week & that they didn't have another room to offer.
A drink voucher each was all they could offer.
After about 15 minutes, another room was found and we were moved.
The second room had mould on the bath seal, dirty sink plughole & paint coming off the bathroom door. (photos added)
Not what I would expect from a 3* hotel.
The bar was an extension of the reception area - not great & not particularly well-stocked.
The restaurant offered a carvery on the night we were there - ham & turkey only with no beef, lamb or pork on offer. Vegetables were a limited choice & all had suffered from over-exposure on a hot plate.
Breakfast was buffet-style & O.K. but suffered from a coach party "hoovering up" stuff to make their lunchtime sandwiches.
I'd look elsewhere next time.

  • Stayed: September 2013, travelled as a couple
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1  Thank Martyn B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MgrWashington, General Manager at Holiday Inn Washington, responded to this reviewResponded 24 September 2013

Dear Reviewer

I was disappointed to read your recent review, and to hear that the hotel didn't live up to your expectations on this occasion.

I was of course nevertheless delighted to hear that the team had really shone and gone out of their way to make your stay enjoyable.

I have noted your comments regarding the rooms and will ensure these are addressed immediately. With regard to the carvery option during your stay, this is limited as it is in addition to our full A La Carte menu which is also available every day, but it should of course still be appetising and fresh and I have shared your feedback with the Head Chef and Food & Beverage Manager to address.

If you would like to discuss any of your concerns with me personally please feel free to call me at the hotel on 0191 418 9400.

Yours sincerely

Francis Hindle
General Manager

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564 - 570 of 819 reviews

Reviewed 16 September 2013

A decent hotel for our overnight stop (football match) The room carpet was particularly scruffy but otherwise clean and well appointed. Very convenient just off the motorway. We would use it again if we got as good a price (£34 room only)

  • Stayed: September 2013, travelled as a couple
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Thank Stan J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MgrWashington, General Manager at Holiday Inn Washington, responded to this reviewResponded 24 September 2013

Dear Reviewer

I was pleased to hear that you enjoyed your recent stay and would like to thank you for taking the time to share your experience here on TripAdvisor.

It was great to hear that it worked well as an overnight stay for your football match and that you got a good deal. I will follow up your feedback about the carpet with my Housekeeping and Maintenance Managers accordingly.

I hope we can welcome you back again in the future.

Yours sincerely

Francis Hindle
General Manager

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Reviewed 10 September 2013

Good clean Holiday Inn, rooms good size and very comfy bed typically small bathroom as you will know if you ever stay in HI's Rm 517 was mine good view of the car park, windows could do with changing old aluminium, bet its a bit different in the winter
Traders restaurant huge spot that obviously caters for the coach market.
All said and done if your looking for a clean friendly hotel at a reasonable price just south of Gateshead / Newcastle 10 mins by car this has to be considered.

Room Tip: I stayed in 517 typical HI room, god and clean
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  • Stayed: September 2013, travelled solo
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Thank Owenski37
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MgrWashington, General Manager at Holiday Inn Washington, responded to this reviewResponded 24 September 2013

Dear Reviewer

Many thanks for taking the time to review your recent stay here on TripAdvisor.

It was great to hear that you found the hotel to be comfortable and clean and well located for you. I hope that we are able to welcome you back again in the future.

Yours sincerely

Francis Hindle
General Manager

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Reviewed 10 September 2013

We stayed here when attending the funeral of a very dear friend. The room was very clean and comfortable as we find in the many hotels in this chain both in the U.K and Canada and the States
in which we have stayed. The breakfast was good with really fresh fruit and cooked if you so wished.

The only criticism which I have of the Chain is their very high cost for wi fi when most other Hotels
are free,I feel they need to address this.

  • Stayed: September 2013, travelled as a couple
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1  Thank margaret-oxon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MgrWashington, General Manager at Holiday Inn Washington, responded to this reviewResponded 24 September 2013

Dear Reviewer

Thank you for taking the time to share your recent experience of the hotel, I am only sorry your stay was not under happier circumstances.

It was great to hear that you found the hotel to be both clean and comfortable and that you enjoyed the breakfast offering.

Your comments about the WiFi are noted, and I can advise you that it will be free for all IHG Rewards Club guests from 2014 and the scheme is free to join.

I look forward to welcoming you back again in the future.

Yours sincerely

Francis Hindle
General Manager

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Reviewed 5 September 2013

Two room key changes,duty manager not found and two hours to fix the problem,not a great start.Reception staff were excellent in trying to resolve the problem,hotel was dated but comfortable enough for an overnight stay.Wi fi ,when will IHG get these ridiculous charges scrapped,had to use a free wifi connection nearby and did not eat in the hotel for this reason,that's income and profit lost.

  • Stayed: September 2013, travelled solo
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2  Thank bigglesStrathaven
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Washington, responded to this reviewResponded 20 September 2013

Dear bigglesStrathaven,

Thank you so much for taking the time to leave us your feedback. Your comments are highly valuable to us and will assist us in our continuous efforts to maintain and improve the service level we aim for. I can assure you that your comfort and satisfaction are of utmost importance to us and for that please accept my sincere apologies if your stay was negatively affected by the service you received from our hotel. I appreciate you bringing this matter into our attention as this is our best resource for improving guest satisfaction. I have taken note of your valuable comments and will use these to monitor and improve the quality of services we offer to our guests.

Thank you again for your review and I hope to have an opportunity of welcoming you back again soon.

Sincerely,

Krysllin G.
Case Manager
IHGCare

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Reviewed 4 September 2013

We stayed here last weekend for one night, whilst moving son back to university.Rooms are clean although the bathroom a little on the small side. The bed was comfortable, we slept well and had great view as on the 4th floor. Breakfast was on the expensive side so did not have. We ate in the evening in the local Toby carvery.

  • Stayed: September 2013, travelled as a couple
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Thank seabreeze88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Washington, responded to this reviewResponded 20 September 2013

Dear seabreeze88,

Thank you for staying with us and providing us with your valuable feedback. Your satisfaction is important to us and we try hard to make sure all of our guests have a rewarding experience at our hotel. My apologies for any disappointment you may have had with the bathroom. We have taken note and wish to thank you for all your valuable comments. These are of great importance to us and allow us to monitor and improve our service continually.

Thank you again for your review and we hope to have an opportunity of welcoming you back again soon.

Sincerely,

Karen C
Case Manager
IHGCare

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Reviewed 1 September 2013 via mobile

Hi only stayed one night but was very good food helpfull staff and good rooms bathroom on small side but does the job huge tv in room with a huge bed fantastic close to A1 but never heard any traffic very close to the metro centre shopping centre and only 20 mins from newcastle airport

  • Stayed: August 2013
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Thank colin j
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MgrWashington, General Manager at Holiday Inn Washington, responded to this reviewResponded 24 September 2013

Dear Reviewer

Thank you so much for taking the time to review your stay with us.

I was delighted to see how highly you rated the hotel and pleased particularly to hear that the team were helpful and the bed very comfy.

We look forward to welcoming you again in the future.

Yours sincerely

Francis Hindle
General Manager

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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 Washington

Address: Emerson Road, Washington NE37 1LB, England
Phone Number:
Region: United Kingdom > England > Tyne and Wear > Washington
Amenities:
Bar / Lounge Business Centre with Internet Access Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Wheelchair access
Hotel Style:
Ranked #3 of 6 Hotels in Washington
Price Range: £50 - £72 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Holiday Inn Washington 3*
Number of rooms: 136
Official Description (provided by the hotel):
Holiday Inn Washington is an ideally located hotel, just off the A1M junction 64. Centrally located between, Historic Durham, Sunderland and Newcastle City The hotel offers a 'Go Green' Environmental Room in association with Tree Appealplanting trees on site and across the UK. This is a well established, comfortable hotel, with free car parking, noted for its friendly staff. The Hotel has a Traders Restaurant a newly refurbished lounge and bar area.Kids Stay & Eat Free*. The hotel has 136 fully air conditioned bedrooms, including family and accessible rooms. Only a short drive from Europes largest Shopping Centre - the Metrocentre, Newcastle City Centre, the award winning Beamish Open Air Museum, Sunderland Glass Centre and Durham County Cricket Ground. The North East coastline and Angel of the North are also within close driving distance.*Terms & Conditions apply. ... more   less 
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Also Known As:
Holiday Inn Washington Hotel Washington
Washington Holiday Inn
Holiday Inn Washington Tyne And Wear

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