Holiday Inn Maidenhead Windsor, an IHG Hotel

I stayed at this hotel with my daughter after having a relaxing day at a local spa. Our rooms were fine with a comfortable bed and a clean bathroom I fell asleep around 11pm but was woken up around 12.15 to the sound of noisy children running in the corridor outside my room. I managed to go back to sleep but was woken up again at 1.30 by the people in the room above me talking quite loudly. This was still going at at 2.15 so I rang the front desk to complain. They said that they will go and knock on the door and ask the noisy occupants to stop. The noise finally stopped at 3.00am, then the fridge decided to turn a itself on!!! I did complain to the receptionist when I checked out but she basically shrugged her shoulders and continued to take my payment. If anyone is looking for a restful nights sleep away, do not book this hotel

Checked in as was told my last name was "foreign", which is was unbelievably rude and racist. Then after some more comments about my "foreign last name" by the check-in staff, she tried to check us in. We pre-payed for the hotel and was told the payment hasn't gone through and was asked to pay again. Explained that I had paid and I can see the payment has gone through and every time I use Holiday Inns this seems to happen. Then I was told that ******* or *********** do this all time - don't pay the hotel until the day of check-out. So we could sort that out tomorrow and didn't have to pay. I have had this issue many times before with Holiday Inns, where I have pre-paid and asked to pay again at check-in. Paying twice then having to contact their Customer Services to get a refund. I wonder if this is a company policy so they can double-dip into payments. Or so they can refund the ******* / *********** payment and likely receive 1% or 2% more from the booking. The room was then clean and fine. No complaints there. After checking out the next day and before leaving we decided to use the pool and gym. At the pool, we were rudely told we needed to bring towels from the room to the pool. A policy I don't understand why they do apart from laziest from the poolside staff having to store and clean towels. This also during a pandemic is very unhygienic having customers bring likey used towels down the pool and left on the poolside chairs. I explained we had just checked out and the member of staff did find us two towels with a lot of huffing and puffing. During the swim, I saw the same unwilling member of staff acting rude to other customers who were using the pool over a minor issue with the hot tub. The hotel is in a nice location and has good facilities, but the staff totally let down stay and I wouldn't stay again until the staff is changed. I did try and contact their Head Office about this but their website goes around and around in a loop and I can't find an email address to contact someone about this.

Yesterday had a call to say the booking I've had since September last year for next month has been cancelled as hotel “closed to public”. This had been booked due to an anniversary celebration with my husband and day out planned in Windsor next month. No other reason given. No other hotel option given. Nothing, no care in the world. Rude woman who didn't care less from head office who simply repeated “don’t shoot the messenger” then hung up! Disgraceful. Managed to get through to hotel today to be told its been closed since January 2022 and wont reopen until jan 2023 so beware if you have an impending booking! What makes it worse is that on a quick google search there was some publicity about this hotel closing several weeks ago so why am i only now being contacted??? Low and behold I've managed to book at another Holiday Inn as i needed to secure a room around Windsor so as not to impact on the other plans we have paid out for but guess what, its more expensive than what i originally paid, no offer to match the original price do for Holiday Inn its a win win! Funny enough i also have not received my full refund yet either! Quick to cancel and mess up our plans yet slow to refund money. Understand the reasons why hotel closed, i actually don't mind why but I'm just absolutely appalled and disgusted at how as a paying guest, I've been treated and left this long to be notified of its closure. You have lost any of my future business!