Holiday Inn Sunderland City Centre by IHG

We were greeted at check in by Ashley and Kieran and we were immediately made to feel extremely welcome. Every member of staff we met ,from front desk to housekeeping were so friendly, polite and professional. We were there during the weekend of the 10 k run and the place was busy with runners and volunteers but the staff maintained their high standards and as a guest it was lovely to see all the interactions. We have to give a special mention to two particular members of staff, Ashley and Kieran, who made our stay so memorable. They are true professionals and nothing was ever too much trouble. They are a huge asset to their company and because of them in particular, we wouldn't hesitate to stay here again. We can't praise them enough so thank you.

Good central location. Room was very good. Bed very comfortable. Bathroom was good with complimentary toiletries. Waiting staff could have been better if they had been would have rated better. Part of a coach party which might explain it.

Hotel Staff Performance: • The food service staff exhibited unprofessional behaviour. On May 24th, we waited at a table for ten minutes before requesting it to be cleared from the previous occupants. Despite our request, this was not done. • We waited an additional ten minutes for breakfast to be served. When we asked for food to be replenished, staff responded that they were too busy. • A server spilled a bowl of beans, and the cleaning staff responded with unprofessional comments and placed a warning sign over only part of the spill, leaving a trail of beans that posed a slip hazard. • There were instances of broken plates not being properly cleaned, leaving shards on the floor. • Staff were observed handling breakfast food with their bare hands, including a case where a sausage was dropped and then returned to the serving dish. Overall, the hotel appeared unprepared to deliver the expected level of service. 2. Food Quality and Options: • The limited evening meal options (only two choices) were unacceptable. • The starters served during the evening meals were minimal and cold. • The cutlery provided was dirty and required cleaning before use. • The main meals were of poor quality. A chicken and mushroom pie contained no mushrooms and was inconsistently heated. The fish and chips were excessively burnt and served with cold chips. • We had to repeatedly request basic condiments such as sauces, salt, pepper, and vinegar. • The atmosphere during meals was negatively impacted by numerous complaints from other guests and the visible stress of the staff. • During breakfast, the food was consistently cold. A new bowl of beans was served at an unsafe temperature (hot bowl, cold beans), and the sausages appeared undercooked. • Fresh food was being added on top of existing food, further compromising the quality.