Crowne Plaza East Midlands Airport by IHG

Clean

Room was comfortable. Pool excellent.

Jacuzzi wasn’t working, and staff really didn’t seem to care when we arrived. This was the opposite impression we had when corresponding by message prior to our stay. Breakfast was going to be expensive so we opted to go elsewhere.

Overall, the stay was very good - staff very polite, everything clean and in it's place. The spa could do with a thorough clean and the jacuzzi wasn't working, hence the loss of one of the stars.

Location and comfort plus breakfast

Long walk from the car park and parking fees I wasn't aware of.

​I was disappointed by my recent stay. Upon arrival, the room had a lingering smell of smoke, obviously no smoke alarms stopping guests from smoking in bedrooms. Despite it being 7°C outside, the hallways and my room were incredibly cold; my thermostat wouldn't rise above 16°C and my phone recorded the temp. ​When I reported this to reception, they were completely uninterested. I escalated the issue to IHG, who promised a manager would contact me within 24 hours, as per there policy ... They failed to contact me. Even after a follow-up feedback form, I received a generic, automated response from the hotel manager GaryC which I responded to but my email was ignored. ​The only saving grace was the gym, pool, and restaurant, which were excellent—likely because they are managed by a separate company. I won’t be returning; management needs to learn that ignoring guests is the fastest way to lose them.