Holiday Inn Express Leeds City Centre by IHG

Everyone we came across at the hotel was kind and lovely, and the service was fantastic. Our double bed was on the small side, but that wasn't a big deal and was down to the standard room we booked. Parking is reasonable, though it could be cheaper. Still, I can't complain given what other hotels in the area charge, and it's close to the city centre.

Breakfast was exceptional, with a wide choice of fresh treats that made the mornings especially nice. I had an unforgettable stay with my two dogs. The staff were so kind and helpful, and made us feel at home. Our room was lovely, spacious and well kept, a great place to relax after being out. The location was convenient for exploring the area. I'd highly recommend it, 10 out of 10!

Breakfast was plentiful and enjoyable, and Isabel in the breakfast room was lovely. I'd be happy to return to this Holiday Inn Express after a very comfortable one-night stay. Maiya greeted us with a friendly smile at reception and checked us in quickly. Paying for the car park was easy at the machine inside reception. Our spacious room on the 7th floor was very clean, as was the spacious bathroom, which had hand soap and gel. The bed was extremely comfortable and we slept well. The room faced the road, but with the windows closed, traffic was no bother. Tea and coffee facilities were provided, and both the TV and WiFi worked fine.

This was disgraceful, and as an IHG Diamond member I'm extremely disappointed that IHG lets this hotel operate under its name. The staff need training in manners and people skills. I don't want an apology or excuses blaming me or anyone else. IHG Diamond have already told me the hotel's process was wrong and that it should have honoured the night. They even said they would have made the hotel honour it, since its internal policy isn't recognised by IHG. I booked one night for friends who wanted to be near LGI children’s hospital, where my daughter is being treated for a terminal illness. I was at the hospital with her when I had to call IHG. The hotel had already refused my friends' booking when they arrived around maybe 23:00 - 00:00, leaving them stranded in Leeds at an extremely dire time for my friends and family. IHG agreed the hotel needed to honour the booking and hadn't followed rewards-night procedure properly. I got back my £66’s worth of points, 19,000, and IHG also gave me compensation points for the hotel's incompetence. Before they arrived, I had called the hotel as a Diamond member and provided my membership number, booking confirmation, and photo identification showing my drivers license. The guests had this evidence with them. IHG rewards nights require the hotel to add guests to the booking as a member when the person who booked isn't staying. The hotel hadn't done that. Over the phone, they told me to have the guests arrive with proof of who I was, along with my member number and booking confirmation. “THIS IS NOT NORMAL ROUTES FOR IHG REWARDS NIGHTS AS THE GUESTS SHOULD HAVE BEEN ADDED AS A MEMBER”. At the desk, my friends had me on the phone, my email to the hotel, my drivers license, membership number and confirmation number, but reception didn't know how to handle it and said it might be fraudulent. Rhydeon rolled her eyes at my friends while speaking with me and wouldn't accept any of the ways I tried to help. She didn't know the procedure, and the hotel then claimed it had changed an internal policy to require more proof of my identity. If that was the case, why wasn't I told when I called hours before their arrival? Why were my friends told to come with proof of who I am and give my name for the booking? This is ridiculous and incompetent, like a one man band. I've reported the hotel to IHG for failing to follow its normal rewards procedures and for the disrespect and sarcasm on the phone. The staff were utterly disrespectful, and the hotel shouldn't be allowed to operate under IHG when it can't provide IHG standard rewards.