Holiday Inn Maidenhead Windsor, an IHG Hotel

Last guests in The hotel is closing to guests in order to take in refugees so not such a smooth operation. Not the fault of staff who were all friendly and helpful. Full marks to Kamman who kept bar open after his shift ended for late revellers. We were attending a wedding nearby so didn’t require full facilities. Breakfast ok but very busy.

Checked in as was told my last name was "foreign", which is was unbelievably rude and racist. Then after some more comments about my "foreign last name" by the check-in staff, she tried to check us in. We pre-payed for the hotel and was told the payment hasn't gone through and was asked to pay again. Explained that I had paid and I can see the payment has gone through and every time I use Holiday Inns this seems to happen. Then I was told that ******* or *********** do this all time - don't pay the hotel until the day of check-out. So we could sort that out tomorrow and didn't have to pay. I have had this issue many times before with Holiday Inns, where I have pre-paid and asked to pay again at check-in. Paying twice then having to contact their Customer Services to get a refund. I wonder if this is a company policy so they can double-dip into payments. Or so they can refund the ******* / *********** payment and likely receive 1% or 2% more from the booking. The room was then clean and fine. No complaints there. After checking out the next day and before leaving we decided to use the pool and gym. At the pool, we were rudely told we needed to bring towels from the room to the pool. A policy I don't understand why they do apart from laziest from the poolside staff having to store and clean towels. This also during a pandemic is very unhygienic having customers bring likey used towels down the pool and left on the poolside chairs. I explained we had just checked out and the member of staff did find us two towels with a lot of huffing and puffing. During the swim, I saw the same unwilling member of staff acting rude to other customers who were using the pool over a minor issue with the hot tub. The hotel is in a nice location and has good facilities, but the staff totally let down stay and I wouldn't stay again until the staff is changed. I did try and contact their Head Office about this but their website goes around and around in a loop and I can't find an email address to contact someone about this.

Restaurant including breakfast and evening food was very poor, tasteless and or undercooked. Some staff good, but many poor. Gym, swimming pool etc is nice. Rooms ok.