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Reviewed 27 October 2020 via mobile

This hotel was booked as a part of an 'Alton Towers' package by my wife. Suffice to say, her knowledge of Staffordshire is limited.
This is the 'London Stansted' of 'Alton Towers' hotels.
The hotel itself is fine. Okay food, nice rooms, friendly staff and a pool.

Date of stay: October 2020
Trip type: Travelled with family
1  Thank Beninyorkshire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Debbie Hibbins-Gabor General Manager, General Manager at Holiday Inn Stoke on Trent M6 J15, responded to this reviewResponded 22 November 2020

Thank you for taking the time to feedback to us! We are glad to hear you enjoyed your experience with us.

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Reviewed 18 October 2020 via mobile

The hotel looks a bit grim on the outside but inside is very nicely decorated.
Room was clean if a bit bit small, but fine for one night. Bed was a standard double, bit soft but we still slept well and it was quiet. Shower was delightful, hot and powerful, lovely!
Check in was a bit tricky due to a combination of screens, masks, music from the open plan bar area and kids running round the area screaming. We felt sorry for the poor receptionist having to repeat everything three times!
We were also asked what time we wanted to book our breakfast slot:0830 or 09:30 and went for 09:30.
Well that must have been a joke because on arriving a few minutes early the queue spiralled round the reception area. Though after about 15 minutes we were shown a table and told someone would take our tea or coffee request.
We then had to queue up another 30 minutes, yes you read correctly 30 minutes, for hot food!!
One tiny hot-food station served by one very busy lady.
Due to covid, you're not allowed to touch the ladels yourself, which is fine. There was no juices out either, again, fine.
However no one came to ask us if we wanted a drink and whilst in the insufferable queue for food, one lady asked three times for a drink.
Two children pushed in and asked for a feast each and were promptly served, to the immense annoyance of everyone in the queue watching and waiting.
The procedure they have in place does not work, clearly. Why ask what time slot we wanted?
Now it was not the server's fault at the hot food station, she was friendly and I felt sorry for her, trying to get the queue down single handedly.
But the procedures need to change: more hot food stations, more people serving, more staff making sure people have drinks or even table service. Many people were grumbling, as well as their tummies, and it ruined what up til then had been a nice stay. Almost an hour's wait for breakfast, after you have booked a slot is unacceptable, it's not difficult.
Another complaint I have, possibly my biggest, the hot-food station did not have a glass cover to protect it from people breathing all over it. It had one over the top but all sides were open, so children were breathing all over it as they don't wear masks, people's fingers were in there pointing at things, just defeats the object of putting all other measures in place really.
Check out was another irritating process, one receptionist who was busy with another patron, whilst another staff member came over, eyeballs us and walked into the back room with no acknowledgment. Just rude.

Date of stay: October 2020
Trip type: Travelled as a couple
1  Thank StarryEyed14
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHG Service, Owner at Holiday Inn Stoke on Trent M6 J15, responded to this reviewResponded 2 November 2020

Hello StarryEyed14,

Thank you for your stay and for taking the time to leave us feedback. I am sorry to learn that the level of service received fell short during your visit. We're determined to provide guests with a complete yet safe lodging experience. I have shared your comments with the hotel management, as a reference for the improvement of the services offered.

I hope you give our hotel another try!

Best regards,

Clayton G.
Case Manager
IHGService

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Reviewed 9 October 2020 via mobile

Enjoyed a safe stay at this hotel. Good Covid precautions in place, table service for dinner and plenty of hand sanitiser available.

Room was comfortable, enjoyed a good nights sleep, although did require a little bit of maintenance (needs a lick of paint). Staff were friendly and polite. Decent view while eating breakfast.

Date of stay: October 2020
Trip type: Travelled on business
3  Thank Puss100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Debbie Hibbins-Gabor General Manager, General Manager at Holiday Inn Stoke on Trent M6 J15, responded to this reviewResponded 22 November 2020

Thank you for taking the time to feedback to us! We are glad to hear you enjoyed your experience with us.

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Reviewed 29 September 2020

On arrival we were greeted by an extremely helpful gentlemen on the front desk who sorted out a mix up with our booking without any preamble or excuses. We were well briefed on what measures had been put in place by the hotel for COVID and directed to our room. The room was large, comfortable, clean and warm. We used the pool whilst there, which was spotlessly clean. The jacuzzi wasn’t in use which was a bit of a shame but we used the pool anyway. Again the staff were friendly and helpful. We chose to eat at the hotel rather than go out again and although the menu was limited the service was quick and the food fresh and hot. Ordering is now done by a tablet on the table rather than going to the service point to order. Breakfast was again efficient and well thought out with regard to COVId-safety for both the staff and the customers. Staff were again faultless and very friendly. All in all I was very impressed with the service, the staff and the hotel which all seemed to be running seamlessly and efficiently in what are difficult and challenging times. Well done Holiday Inn!

Room tip: ‘ExecutiveK twins DO NOT have twin beds at this hotel - they only have a double and a sofa bed
Date of stay: September 2020
    • Location
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    • Service
Thank Jeg289
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Debbie Hibbins-Gabor General Manager, General Manager at Holiday Inn Stoke on Trent M6 J15, responded to this reviewResponded 22 November 2020

Thank you for taking the time to feedback to us! We are glad to hear you enjoyed your experience with us.

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Reviewed 25 August 2020 via mobile

I frequent this hotel for work. The staff is nice, the rooms are decent. Pre covid you could enjoy a great breakfast. Too bad that the restaurant is poor the menu never changes and the dishes (as in the case of a 20 pund steak) requested medium rear cooking arrived overcooked.

Date of stay: August 2020
Trip type: Travelled on business
2  Thank filippos305
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Debbie Hibbins-Gabor General Manager, General Manager at Holiday Inn Stoke on Trent M6 J15, responded to this reviewResponded 29 August 2020

Hi filippos305,

Thank you for staying with us and for leaving a review. Our goal has always been to provide our guests with an exceptional and positive experience. It is concerning to know that your stay was not as seamless as expected. I am sorry that you find our services below par.

I am very sorry that you felt the services and amenities are not up to the standard. I can assure you that this is not indicative of our high standards of service, care and attention to detail that we usually deliver. Our menus over the coming weeks/months will slowly return to pre-covid offerings. Please note that we have also returned to a buffet breakfast with options ever increasing weekly.

We do hope you will give our hotel a chance again in the future and we will showcase to you our typically high standards.

Warm Regards,

Debbie Hibbins-Gabor
Area General Manager

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