Holiday Inn Express Southampton M27 Jct7 by IHG

I’ve stayed at this hotel a lot over the years, but this was the first time I felt discriminated against because of my gluten intolerance, which is very severe. I couldn’t use my drink voucher for an alcoholic drink. I wanted beer, but was told to get a soft drink, and they wouldn’t make an exception, so I had to pay. I explained my gluten allergy to Gemma and asked if she could rinse the measuring glass, since she had Guinness on her hands. She started pouring my drink into it without cleaning it. I had to point it out while she was already pouring, and that drink had to be thrown away. When she started making another one, Hannah was shaking a lot while pouring. Instead of asking another staff member to finish so she could calm down, she got more worked up. I tried to be nice to her, but she just carried on making the drink. I don’t want the rules to change every time I visit. Sometimes I can get a drink with the voucher and sometimes I can’t, and that’s frustrating and counterproductive.

Most of the team made a good impression, especially the women at reception, who were friendly, polite, and helpful. The hotel’s facilities were comfortable too. But my experience was seriously affected by the night shift employee, who I believe was called Dominick. He helped me several times and never returned my greeting. His manner was cold and dismissive, and the way he spoke to guests made it seem as though helping us was a favor rather than part of his job. That stood out against the excellent service from the rest of the staff and brought down what would otherwise have been a very positive stay. I think management should look into it, because customer service matters and this kind of attitude shapes how people see the hotel.

The restaurant and bar staff were great, and the food was nice. I did miss having a veggie burger on the menu. Continental breakfast was really good, and the pancakes were a great size for a toddler. I also liked the little drawings on each table’s box, always nice to see some character in a hotel. The rooms had good, up-to-date essentials, and the heating worked well and was easy to use. Staff were kind and helpful.

The location is handy for nearby villages, the town centre, and local attractions, which are just a short drive away. Service was great, and breakfast had lots of choice and was nice. The staff were brilliant. The rooms are quite basic, though, and the double beds aren’t big enough for two reasonably sized adults. The bathroom lights are very bright, which makes the mirror hard to use.