Holiday Inn Chester - South by IHG

Service from staff couldn't have been better; our phone was broken and we wanted to order room service, someone came and took our order then went back to compete the order...nothing is too much trouble. Lovely decor inside, don't be put off by the brown outside! It's too far to walk into Chester really but good location right off the motorway and easy to find. Asda/BP next door and a Starbucks. Rooms are extremely comfortable.

An Absolute joke. I called the hotel on the day to explain an emergency that came up at home and i wouldn’t be able to go to the hotel and they told me that i wouldn’t be charged the no show fee. i have called the hotel today because i had been charged the fee to be greeted by a very arrogant THING to be told that no one even clicked my reservation on that day and they can’t give me my money back which i need for bills this month.

I rarely leave negative reviews, but my experience with Holiday Inn Chester South was extremely disappointing, largely due to the way the situation was handled by the hotel manager. I booked 4 nights in late June for a trip to North Wales with friends. On arrival, the room was in poor condition: the air conditioning was broken during a hot summer period, the room was very dusty, and because they had to keep the windows open all day to cool the room, there were spiders and insects inside. With three people sharing the room, this was clearly not acceptable. The following day, we spoke directly to the hotel manager, who told us that another room with working air conditioning could not be guaranteed. We therefore decided to leave the hotel early and move elsewhere. The hotel manager agreed to refund the remaining nights and partially refund the first night due to the poor room conditions. However, despite multiple requests, the hotel manager refused to provide written confirmation or receipts at the time, promising instead to send them later. No email ever arrived. I was eventually forced to make a significant diversion back to the hotel late that evening just to obtain basic written confirmation, which was only possible thanks to a helpful junior staff member. Several months later, my credit card provider informed me that the refunds had been processed incorrectly, with additional charges applied instead of refunds. Over the following weeks, the same hotel manager repeatedly failed to resolve the issue, promised call-backs that never happened, and denied any error despite clear evidence from my card provider. Most concerning was the fact that a refund of £447.08 that was clearly owed was delayed by almost six months, and was only processed after the matter was escalated and reviewed by another manager, who resolved it quickly once the statements were properly examined. While some frontline staff were polite and helpful, the conduct of the hotel manager who handled this case caused unnecessary stress, wasted time, and completely undermined confidence in the hotel’s professionalism. I would strongly advise future guests to check room conditions on arrival and carefully monitor any refunds or charges if issues arise.