Holiday Inn Chester South

Perfect location for us visiting relatives. Good size room, nice and peaceful, bright and clean along with nice powerful shower. Friendly welcome. Bit of an adventure to find our way around as it has warren like corridors! Nice pool area which is a bonus. Would definitely use again when in the area.

We had a last minute change of plans and the receptionist was amazing in sorting out our room at short notice. Room was spacious and clean. Breakfast looked good but we didn't have any.

Horrendous. Avoid if you are a family of 5. Room was advertised as having a double bed, single bed and a double sofa bed. Absolutely fine for us- however the room we were allocated had a double bed, single bed and single sofa bed. We queried this with reception and a male member of the team- he was polite, very apologetic and tried to help us. He explained that the room should have also had a double sofa bed (which it didn't). He did appear quite stressed as the hotel was fully booked (he told us this) otherwise they would have looked at giving us another room ?interconnecting which would have solved the issue. He also said this was the only room in the whole hotel which caters for 5 people. The only thing they could do was provide a camp type bed which had the thinnest mattress i've ever seen. Sadly it was not comfortable and our five year old son ended up sharing with us. Not usually an issue- however the aircon was not working on one of the hottest July nights of the week and it was hot and very uncomfortable. Our five year old son has autism and is sensitive to heat so you can imagine how well we slept that night 😞 . There was a sign up above the unit apologising for the aircon being out of use- when i rang customer service upon my return home I was basically accused of lying and that the hotel had stated the aircon was fully working!! They also told me that the hotel was NOT fully booked- if i'd have apparently asked for an extra room i'd have been given one free of charge!!!!! This was not what I was told during my stay. Furthermore to add insult to injury I received a £100 car parking fine today despite me entering my car park details into their iPad on the reception desk. When I rang reception today I was greeted by a female member of reception who thankfully was able to cancel the fine for us. Whilst on the phone I tried to again explain all of the above issues with the hotel room (number of beds and no aircon) to be told that the rooms are advertised by Expedia as having a double and single bed and I should carefully check my confirmation. When I tried to explain that the room should have also had a double sofa bed- not a single one, she became defensive stating this was just what the hotel does. I explained re; the lack of other rooms for 5 so we had no choice but to stay in the room but I wanted to raise with them it was very hot due to no aircon and the camp style bed was ridiculous! I was then told that the hotel apparently has 3 rooms in total sleeping up to 5 guests. At this point I was flabbergasted as so far ive had lots of conflicting info- that the hotel only has 1 room sleeping up to 5 guests, that the room for 5 only ever has a double, single and single sofa bed. I tried to explain this to the female receptionist and that I felt I had been lied to and it was false advertising. She adruptly put the phone down and I tried to call straight back- x3 but the phone just rang out. Hmmmm. So ultimately I feel let down and really annoyed by the whole experience. Plus the conflicting information given from the hotel during our stay versus the feedback given from IHG customer service. I've been made to feel like a liar. I can see various other reviews on Tripadvisor which also state the aircon wasn't working during their stay :( it's a shame as i've previously had very good experiences at IHG hotels and no issues with them. However following this experience I will not be booking with them again and will be contacting customer service again to try and get a full refund. One positive- the hotel is in a good location.