Holiday Inn Express & Suites REIMS - RIVES DE VESLE by IHG

We paid about €255 for one night as a family of four, and the stay didn’t feel worth that price. The location is good and the staff we met were polite, but the problems added up. The TV had a signal issue; a staff member tried to fix it but couldn’t, and although we were told a colleague would help, it never worked during our stay. That alone wasn’t a big deal for us, but it was one issue among several. The shower leaked onto the bathroom floor even with the door shut, and the drain smelled strongly of sewage. There were black hairs in the bathroom when we arrived. The water dispensers on our floor and the floors above and below were empty, and there was no bottled water in the room. The windows were very dirty, a letdown at a hotel advertising views of Reims Cathedral. Breakfast was disappointing too. Used plates and trays were left on tables, and guests had to work around them. The lifts and the corridor to the garage also looked dirty and poorly maintained. After we got home, I emailed management with a detailed account of these issues and asked for feedback and a fair resolution. I never got a reply, which made the customer care after the stay as disappointing as the visit itself. None of this by itself would necessarily have ruined our night, but together it gave us the sense that maintenance, cleanliness, attention to detail, and service were falling short. For what we paid, I expected much better comfort and professionalism. I hope management takes the feedback seriously and improves both the guest experience and its response to complaints. Based on this stay, I don’t think it’s good value for money.