Holiday Inn Express East Midlands Airport

Booked this stop-over with trip.com on Christmas day. Just awful from the start! Although I had paid for the booking online, on arrival, I was told that it was just a reservation and that I needed to confirm payment with my credit card again, which I did. I was charged again. I requested a refund the following morning. I was then told that I needed to pay another £10 for parking for the night - nearly 25% extra on the total cost of the room. There was no mention of this parking extra on the Trip.com website when I booked. The first two rooms that I was allocated had sofa beds made up so you couldn't sit at the desk or get to the window to shut the curtains. This could not be fixed as there were no room service staff. The third room had 2 light bulbs that didn't work and cobwebs on the ceiling - I was tired, I took the room. I was only offered food from the limited night menu - it was 6pm - there were no kitchen staff. Having to sort out the problems that I experienced put the two staff members under extreme pressure - I was not the only guest. I support the fact that staff had been given time off for Christmas, this is commendable IHG, but you can't do this at the expense of your customer and your brand. I strongly doubt that I will use either Holiday Inn or Trip.com again

Easy check in by a competent staff member who answered all my questions. He was very helpful.

Excellent service, very friendly reception, good value, Ryan (reception) was amazing!

We stayed overnight before flying to Tenerife at 6am. Reception staff very helpful. Gave us coffee while we waited for the bus.

I am a Holiday Inn fan but I was disappointed by how this hotel is starting to look shabby and there was a distinct smell of drains in the room ( I pointed this out to the staff who were very apologetic)

a very pet friendly hotel as well as friendly staffs. very much enjoy our stay there.

Cheerful greeting staff, helpful. Asked for downstairs room. One was provided. Clean room, lovely toiletries. Bit early for breakfast, but a slice of toast and cereal did the job. Thank you.

Excellent rooms and very friendly staff also gluten free food options available.

Hotel staff were pleasant and location was very good. The lift was very noisy during the night and breakfast was the worst I’ve ever had in a hotel. It really was awful! Having said that the hotel served our needs.