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“"unorganised chaos"”

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Holiday Inn Express Chester - Racecourse
Ranked #16 of 44 Hotels in Chester
Cardiff, United Kingdom
Level Contributor
17 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“"unorganised chaos"”
1 of 5 bubbles Reviewed 6 May 2012

We booked a family room for a trip the end of April. When we got to the room, the sofa bed wasn't made up neither was there linen to even make the bed up...which I did myself in the end. When I pulled the sofa bed out to make the bed the skirting board had clearly not been dusted in weeks/ months. There were no tables to sit on at breakfast, we stood to eat our cereal. There was no cutlery to eat with, when I asked the waiter for brown bread as there wasn't any out, he replied with a huge sigh and a tut! When we finally got a table there was no one wiping and cleaning tables, tables were filthy and I had to clear the last family's sauce sachets, bowls etc myself. Breakfast was disgusting, it consisted of scrambled eggs ( covered with a hard film as they had been there so long) dried beans or sausages. Very disappointing stay. The hotel was clearly not prepared for a large amount of guests.

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Nia R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express Chester - Racecourse, responded to this review, 18 June 2012
Dear Nia R,

Thank you for staying with us and leaving such a detailed review. We are glad you liked the location of our hotel. We are deeply sorry you found our breakfast options and staff service less than satisfactory. The feedback we receive from our valued guests, like you, enables us to target problem areas. We welcome any opportunity to improve.

If there is anything we can do to make your next stay more comfortable, please do not hesitate to ask the Manager on Duty.


Sincerely,
Jaime W
Case Manager
IHGCare
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,230 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    4 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 (349)
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English first
Salford, United Kingdom
Level Contributor
175 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 139 helpful votes
2 of 5 bubbles Reviewed 5 May 2012

We booked four rooms at this hotel so the family could attend an event at the racecourse. We've stayed a lot recently at the Holiday Inn in Media City so were quite pleased to find there was a Holiday Inn adjacent to the venue.

The rooms were quite small, which was really disappointing in comparison to other Holiday Inns. The worst thing for us was the lack of a bath - especially as the bathroom was large enough to include one. It seems to have been badly designed and we wouldn't have stayed there for more than one night even if we had booked to do so.

Many reviews mention the inadequate breakfast. They are right to do so. Stale pastries, grainey scrambled egg (as though it was made from a packet) and lukewarm sausages. The continental options weren't worth a second glance. Such a shame and really not the standards we have come to expect from Holiday Inn, especially at £80 per night. As stocks ran out it took a long time to replenish - even something as essential as milk for coffee or cutlery. I'd say Holiday Inn's area management need to take note of the continued poor reviews of breakfasts and make improvements fast.

The staff advised us to arrive early for breakfast and we did so - only to find ourselves in a breakfast frenzy because there weren't enough tables and chairs. If a couple stood up to help themselves at the self service counter, then by the time they returned their table and seats would have gone - not just someone else sitting there, but quite literally picked up and moved somewhere else. People were left at the side of the restaurant trying to eat their breakfast standing up. It was like a bad sitcom which could have been resolved quite simply by putting additional tables and chairs in the ample available space.

We were told the situation was unusual and that the room they would normally use for breakfasts was booked for something else. My suggestion would be that if the hotel is booking out breakfast rooms for events, they should ensure that their paying guests have sufficient and comfortable space to enjoy their breakfasts without feeling rushed, being left hungry or losing their places - even if that means them investing in more furniture and some bacon!

On the plus side, the reception staff were excellent and responsive. We felt they were doing their best in the face of inadequacies outside their control.

Room Tip: Ask for a racecourse view and take a tip from the Germans - put your jacket on your chair and someth...
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  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank TwinkleyAngel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express Chester - Racecourse, responded to this review, 17 June 2012
Dear AnAngelHitchin_UK,

Thank you for your recent stay and leaving us feedback. We take our guest comments very seriously and always strive to provide comfortable and friendly accommodations. We're sorry you were not fully satisfied with our breakfast as well as the accommodations received. We hope that you give us a chance in the future to show you how great our hotel is.

If there is anything we can do to make your next stay more comfortable, please do not hesitate to ask the Manager on Duty.


Sincerely,
Jaime W
Case Manager
IHGCare
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Amsterdam
Level Contributor
52 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
2 of 5 bubbles Reviewed 5 May 2012

The HI Express is located directly on the site of the Chester racecourse separated from the course by a car park, which can be used by hotel guests. It is a short walk into the town centre and a narrow path alongside the railway viaduct leads down to the river beyond the course. The hotel rooms are basic with no wardrobe and no safe for valuables, and not a frequent change of bed linen (none in 4 nights). The bathroom was also basic and the drain exuded an obnoxious smell. The hairdryer was inadequate and smelt of burnt plastic when used.The room we had was rather noisy: traffic could be heard from the main road passing by below the window; at the weekend the shopping tourists were noisy in the corridors late at night; and the walls are not well insulated and much noise from neighbouring rooms can be heard. The breakfast room offers a simple breakfast with low quality products: the sliced bread is factory made, of a poor texture and taste; the hot food provided includes scrambled eggs, sausages and beans but no bacon. The breakfast room is busy and all tables occupied at the weekend and one has to wait. The level of organisation is poor. The reception, bar and breakfast room form one contiguous space, which lacks ambiance, partly due to two LCD TVs which are continuously on and which we found irritating. This is not the place to have quiet, cosy drink at the end of the day.

Room Tip: Avoid the weekend (Saturday nights) and rooms on lower floors facing the main road
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  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Der_Reisender
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express Chester - Racecourse, responded to this review, 17 June 2012
Dear Der_Reisender,

Thank You for writing a review about your recent stay with us. We work very hard to ensure our facilities and service are superior and we strive to be the best hotel around. It sounds like we fell below your expectations. We take all reviews positive and negative very seriously, and your feedback will help us improve for our next guest or your next visit.

Sincerely,

Ben J
Case Manager
IHG Care
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United Kingdom
Level Contributor
30 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed 2 May 2012

Nice, big, and quiet room (at the back of the hotel, overlooking the racecourse). Excellent bed and pillows, we only slept really weill, including our 1-year-old baby. Clean and modern bathroom. Very quick and helpful staff.

You are right at the centre of the town and you can find good food nearby.

The only thing I would complain about is breakfast: by 8.30 there was only one piece of cheddar left-and there was no refill. No bacon or fried eggs, only pouched.

  • Stayed May 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Alina_GR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
East Riding of Yorkshire, United Kingdom
Level Contributor
216 reviews
74 hotel reviews
common_n_hotel_reviews_1bd8 107 helpful votes
3 of 5 bubbles Reviewed 30 April 2012

We stayed here for one night in April.
The check in was slow, plenty of staff around but only one on reception, only us waiting so not busy, so no reason to wait 5 mins for check in.
Room was quite small, had a connecting door. When I sat on the bed settee I thought the women in the next room with a loud scouse accent was sat next to me!! Immediately went to reception and asked for another room in a quieter part of the hotel. We were moved with no problem.
Again the room was small but clean and had the extras like iron & ironing board & hairdryer.
The bathroom was very clean but only have showers.
Breakfast was included in the price of the stay, had all the usual but was disappointed that they there only hot food was sausages, scrambled eggs and dried up baked beans - no bacon!!!
They do not have a restaurant on site.
The hotel is located on Chester racecourse we had good views of the course. The location was good for the centre of Chester only about a 10 min walk.

Room Tip: Ask for a room without a connecting door, as there is no sound proofing.
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  • Stayed April 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Lipz268
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express Chester - Racecourse, responded to this review, 13 June 2012
Dear lizp007,

Thank you for your review and being so detailed in the good, the bad and the opportunities to improve. Whilst I am pleased with the good and the really good comments, I truly value the bad comments as this gives us the opportunity of improving what we can offer to improve your stay. We will address these points and I hope when you return you will see the improvements made.

Thank you again for your review.

Sincerely,

Ben J
Case Manager
IHG Care
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 Chester - Racecourse

Property: Holiday Inn Express Chester - Racecourse
Address: The Racecourse New Crane Street, Chester CH1 2LY, England
Phone Number:
Region: United Kingdom > England > Cheshire > Chester
Amenities:
Bar / Lounge Business Centre with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Wheelchair access
Hotel Style:
#10 Business Hotel in Chester
#14 Romantic Hotel in Chester
Price range (per night): ₹ 5,145 - ₹ 14,109
Hotel Class:3 star — Holiday Inn Express Chester - Racecourse 3*
Number of rooms: 97
Official Description (provided by the hotel):
Combine good value with a great location at Holiday Inn Express Chester Racecourse, the only hotel within the racecourse's grounds.Holiday Inn Express Chester Racecourse is a completely non smoking hotel and just 5 minutes from Chester's historic city centre, putting quaint cobbled streets and an array of shops and restaurants within walking distance. Wake up to our complimentary breakfast and enjoy discounts on dinner at the racecourse's smart Restaurant 1539. You'll also benefit from complimentary onsite parking and complimentary wireless Internet in the hotel's public areas.We're a 5-minute drive from major companies in Chester Business Park, and 15 minutes from Deeside Industrial Park. You can hold training days for up to 25 people in Holiday Inn Express Chester Racecourse's 2 meeting rooms. Feel free to plan your presentation in our 24-hour self-service Business Centre.We're the closest hotel to Chester Racecourse, making us an ideal choice for your day at the races. Soak up Chester's rich history with a stroll down picturesque Watergate Street where grand Georgian buildings nestle alongside fine antique shops. Explore the city's Roman walls to enjoy views over the Cheshire countryside.Ask our friendly staff about Holiday Inn Express Chester Racecourse's packages for discounted entry to local attractions. You can meet and mingle with friends at our bar at the end of a day's sightseeing.Please contact the hotel directly for group bookings and race day packages. ... more   less 
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Also Known As:
Holiday Inn Express Chester-Racecourse Hotel Chester
Holiday Inn Express Chester - Racecourse Cheshire

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