Holiday Inn Express Swindon City Centre, an IHG Hotel - Swindon

Chicogil

Dear IHG Customer Services Team,

I am writing to express my disappointment with my recent stay at Holiday Inn Express, Swindon, on 20th March 2025, booking ref 48985162, my membership number: 566770615

As a loyal Platinum member of IHG for over 15 years, I have consistently chosen IHG hotels for my stays and have even recommended them to my company for business bookings—despite the fact that I do not earn points through their authorized travel agency. My preference for IHG has always been based on its high standards of service, but unfortunately, my latest experience fell far short of expectations.

Given IHG’s well-publicized Inclusivity and Diversity Policy and the Ramadan Your Way campaign (https://www.ihg.com/content/gb/en/deals/hotel-offers/ramadan-your-way ), we had anticipated at least a basic provision for Sahoor (pre-dawn meal). However, we were informed that no such arrangements were available. This was quite surprising, considering IHG’s commitment to inclusivity.

Additionally, at the time of booking, I had requested a high-floor room, yet upon arrival, we were told by Chris at reception that the hotel was fully booked, and we were placed on the third floor. If guest preferences cannot be accommodated, it raises the question of why such requests are even taken during booking.

Our disappointment only grew upon entering Room 301—it was noticeably smaller than any hotel room I have ever stayed in, including those in budget hotels. Still, we accepted it and tried to make the best of our stay.

However, the experience took a turn for the worse when the air conditioning was not working. Upon reporting this to reception, Chris informed us that nothing could be done since the hotel was fully booked. There was no maintenance staff available, no portable fans, and no offer to check the issue personally.

On top of that, when I requested extra pillows, I was told it would take one to two hours due to how busy the hotel was. While I understand operational constraints, telling a guest that their requests cannot be accommodated simply because the hotel is full is not an acceptable level of service—especially in a brand that prides itself on hospitality.

To add to these issues:

The room was poorly lit, with most lights not functioning.

There was a blood stain on the bed (unfortunately, I did not take a photo).

The wifi would not work on the desk due to weak signals, and i had to sit on the bed to get wifi signals for my meeting.

I could not sleep due to the warm temperature, making the night extremely uncomfortable.

The only positive aspect of our stay was Tracey at reception in the morning, who was incredibly helpful and kind enough to allow us to check out at 12 PM, as I had an online meeting.

As a professor of business studies, I often use the hospitality industry as a case study for excellent customer service, with IHG and other premium hotel brands being prime examples. Unfortunately, my experience at Swindon contradicted everything I teach about premium customer service and brand loyalty. If a hotel anticipates high occupancy, staffing should be planned accordingly so that guests never feel neglected or inconvenienced.

I am attaching some photographs as evidence of the issues encountered. I sincerely hope IHG will address these concerns and take corrective action to restore my faith in the brand.

I look forward to your response.

rhian92

Stayed on a Saturday night and got a bargain! Chose a king size and single bed. Room was spotless beds were comfy. Carpark we managed to park under the hotel check in was so easy and friendly staff. Perfect area for hotel. Breakfast was simple but lovely the perfect start to the day. Lift was working but seemed slow but no issues. Check out simple, shower was lovely, only thing I would suggest is larger glass for the shower as it sprayed across the floor but wiped up and not slippy! Would definitely return

Wanderer65864371259

A group of 5 of us stayed here. Two rooms, 3 and 2!||The rooms were spotlessly clean and we found the mattresses very comfortable. ||We did have to change rooms as the flush didn’t work in one of the rooms. This was resolved very swiftly by the staff who were very happy to help.||We could hear some noice from the Main Street but nothing that kept us awake! We walked to the local Tesco from the hotel which was less than 5 minutes away. I’m not sure if I would recommend this as there were many undesirable characters along the way (throwing up, in a zombie state, shouting).. we didn’t feel entirely safe so I’d suggest staying close to the hotel after it gets dark! ||Overall a pleasant stay and we would stay here again!

sjj2015

The Room was comfortable and clean||The staff was friendly and helpful ||The hotel and restaurant was clean breakfast and meals was really nice. Got a thumbs-up from are small dog on the scrambled egg. There have one lift at the moment ut a 2nd one is being done. Will definitely stay again.

Jane53

Quite complicated to see what you have booked and when checking later, I found that one of the rooms I had booked had been cancelled. According to staff, other people have done this as well. Great service from staff on phone and in person. Good stay, although the bathroom could do with a spruce up. Breakfast was good, with plenty of choice. Very good value.

Merrylev

This spotlessly clean hotel is a good spot if you're using public transport. Convenient too the city centre and easy walking distance to train and bus station.
It is also good for cyclists and you can head out on the western flyover.
If coffee is important to you... Well their machines at breakfast dispense excellent cortados, cappuccinos.... Whichever way you drink your coffee.
I'd just like more fruit and some mushrooms added to the breakfast.
Staff are extremely helpful and friendly.

Trip.com M.

Overall, a very enjoyable stay at this hotel. Super excellent price paid on Trip.com. Unfortunately, there were a few things that occurred that spoiled the stay a little bit, but not enough to stop us from staying here again in the future. The one elevator broke down and we had to climb to the 5th floor on a couple of occasions. Reception staff did offer to carry luggage/provide assistance if required. Had to use the stairs to get downstairs when the elevator wasn't working. When we used the stairwell nearest room 524, we were unable to exit to the reception/breakfast area. Had to climb back up stairs to another floor, then walk along corridor to stairs nearest elevator. I requested that a sign be attached to door indicating that no exit to reception....an emergency exit to outdoors only, but this wasn't done, although I was told it would be passed on to the relevant person to action. The elevator was fixed during our stay.Charging points/plugs stopped working during the night so that devices weren't fully charged in the morning. Reception agreed to alert electrician to check this out. Breakfast was more extensive than previously. Additional cooked items available, making it a great alternative to paying for an English breakfast at a more expensive hotel (although not as extensive as a FULL English). Plenty of cereal, bread, pastries, mini pancakes and drinks. All staff always pleasant and did their best to accommodate an enjoyable stay.

Richard60

Stayed one night.

Hotel was really good room was really clean and comfortable

Guy at reception was excellent there was no tv remote in room he sorted immediately.

Breakfast was excellent and overall was good value for the money we paid.

No problems with the lift.

Yes I would stay again