Holiday Inn Express Southampton M27 Jct 7

I've been coming to this hotel for years, but this was the first time I've felt discriminated against because of my severe gluten intolerance. I couldn't use my drink voucher for an alcoholic drink, even though I wanted a beer and am allergic to it, and was told to get a soft drink instead. They wouldn't make an exception, so I had to pay for my drink. I told Gemma I have a gluten allergy and asked her to rinse the measuring glass because there was Guinness on it. She began pouring my drink into it without cleaning it, so I had to point out the Guinness while she was in the middle of pouring. She then had to throw that drink away. While pouring the second one, Hannah was shaking a lot. Instead of asking a fellow staff member to finish the drink so she could calm down, she got more worked up as she carried on. She was nice to me, but this isn't consistent. I don't want the rules around my drink voucher to change every time I visit, sometimes I can get a drink and sometimes I can't. It becomes quite counterproductive.

Most of the staff were friendly, polite and helpful, especially the women at the front desk, and the hotel's facilities are comfortable. My stay was otherwise very positive, but one night shift employee affected it seriously. I believe his name is Dominick. On several occasions he helped me without returning my greeting, and his manner was cold and dismissive. The way he spoke to guests made it seem like he was doing us a favor instead of doing his customer service job. That attitude doesn't match the hotel's standards or the excellent service from the rest of the team. It's disappointing that one person's behavior could leave such a poor impression. I think management should look into it, because customer service matters and this kind of attitude affects how people see the hotel.

The rooms have good, up-to-date necessities, and the heating works well and is easy to use. Staff are really kind and helpful, including the restaurant and bar teams. The food was nice, though I wish there were a veggie burger on the menu. Continental breakfast was lovely, and the pancakes were a great size for a toddler. I also liked the drawings on each table's box, a bit of character that's always nice to see in a hotel.

Good location and great service. The rooms are pretty basic, though, and the double beds don't feel big enough for two reasonably sized adults. The bathroom lights are very bright, which makes the mirror hard to use. Breakfast was nice with lots of choice, and the staff were brilliant. It's well placed for nearby villages, the town centre and local attractions, all a short drive away.