Holiday Inn Derby - Riverlights, an IHG Hotel

"The hotel is nice and situated in the centre of town. The hotel is oddly set up though. Where most hotels would have a reception as you walk in the entrance, this hotel has the reception on the fourth floor (top floor of the hotel). As I had signed up to the ing rewards program, the hotel had upgraded my room to a king sized room for free as a thank you. At times it was a struggle to find a member of the team but did seem they were running on a skeleton team. Overall it was a nice stay."

"I arrived at the hotel on October 19. I leave two garments (blouses) in the closet. My husband and I left the hotel on Saturday morning and early Sunday morning I remember that I had forgotten the two garments in the closet. I called the hotel and I must say that from there everything started to go wrong. The receptionist tells me that she is going to check but does not tell me if there is a following to the situation, I ask her, you call me or I call to know what happens after "they are going to check" and she tells me that they call me. I wait and nothing. My husband and I return to Derby on Sunday and decide to stop by to see what is going on. The receptionist is concerned about the situation, shows me some clothes left in a bag and takes my information to follow up on the situation. My husband decides to call to speak to the other receptionist an hour later and she unkindly tells him that "they are going to check". We wait and nothing. The next day he decides to go personally and the receptionist shows him the empty closet and tells him that there is no way to know who cleaned the room and that there is no way to blame anyone. End of story. Apparently they have no way of keeping track of who cleans their rooms. What about the safety of your customers? Is it less important than keeping track of who works for you and the hours these people work? Who are these cleaners? Are they kleptomaniacs or do they have a prison record? We will not know the answers to these questions because according to the receptionist who was working the night of Monday the 24th, there is no way of knowing. The point is not whether or not I forgot something or the value of the clothes. The point is how can one feel abandoned in a situation like this by people to whom I entrusted my security and personal belongings for a few days. From now on, I cannot trust the system of taking things out of my luggage because in case I forget something, everyone will cover their backs and no one will answer for what happened. Not an apology, not a solution, just a cowardly and ill-intentioned cover-up. What disgusting customer service. Never again."

"One of the nicest hotels I've ever stayed in with the friendliest staff. When they found out it was our wedding night, the upgraded our room and gave us an extra night for free. Rooms are always clean and tidy, the food is brilliant; just absolutely outstanding service."