Holiday Inn Express Southampton - West by IHG

Reviews

• BP

  Beth Parry

  2 days ago
  5.0
  We had a lovely stay at the Holiday Inn and I honestly couldn’t fault the service we received. I stayed with my son and check-in was extremely quick and straightforward. Unfortunately, I hadn’t realised that some of the family rooms have connecting doors, with the doors locked from each side. My son has a particular interest in locks and, unfortunately, the gentleman in the adjoining room wasn’t particularly impressed with this and made his feelings known! 😅 I could immediately sense that it was potentially going to be a very long night, and with my son, travelling to another hotel or even the three-hour journey home would have been our only other options. I went to reception at around 4pm on 19/08/26 and explained the situation. I unfortunately didn’t catch the gentleman’s name, but he was absolutely fantastic. He was so welcoming, understanding and helpful, and managed to find us another room without a connecting door. We were moved within around 15 minutes! That level of service genuinely made such a difference to our stay. He could have simply said there were no other rooms available, but instead he took the time to understand our situation and find a solution. I really can’t thank him enough. A huge thank you to him and the Holiday Inn team for making what could have been a very stressful evening into a completely positive experience. We would definitely stay again! ❤️
• MI

  Mohammed Imran

  5 days ago
  5.0
  The manager in this hotel Gregg was amazing very professional and definitely very polite helped me with making my booking he help me with all my needs I wish there was more people in the world like him once again thank you Gregg
• AH

  Adrian henao

  Aug 16, 2026
  5.0
  My wife Lorena booked a room at 8pm to stay that same night and when we arrived, we were very welcomed by the receptionist Scott, who advice us to register our car. Let us know about a few hiccups with the room but very politely. The room was clean, comfortable. The buffet stile breakfast was delicious. I’m very impressed by this hotel and the people that runs it on a daily basis
• LO

  Lesley Oats

  Aug 15, 2026
  1.0
  Review of Holiday Inn Express Southampton West - Part of International Hotel's Group I am writing to warn others and record my disappointment with the standard of care and customer service provided by Holiday Inn Express Southampton West during a recent stay. When staying at this hotel, a 'perfect storm' occurred including stolen belongings including essential medication, leading to the real potential situation in which two of our family could have ended up in hospital, leaving four young children, one with additional needs, without anyone to care for them. Another adult from our family travelled over 100 miles to assist, but the hotel refused to let them stay in the room that was already booked, despite it being advertised as suitable for an extra person, (and therefore not breaching maximum occupancy rules). Additionally, IHG policy states additional guests can be subsequently added to a booking for an administration fee, which we were more that willing to pay. Instead, staff insisted we purchase an additional room at an extortionate price, located on a completely different floor. This decision removed essential support at a critical moment and showed no regard for guest welfare. In circumstances where guest welfare should be a clear priority, the hotel staff member demonstrated unprofessional conduct shouting reception, drawing attention to our predicament to all in the vicinity. He offered no meaningful assistance, and no initiative in helping us to ensure the children's safety or wellbeing. Despite the seriousness of the situation, the staff member remained dismissive, uncompassionate and unhelpful. We were left to manage the situation entirely on our own, without reassurance, practical support, or even basic information about what the hotel could do to assist. This lack of engagement created unnecessary stress at an already difficult time and fell far short of the duty of care expected from a hotel accommodating families. Equally concerning was the IHG's dreadful complaints procedure. Attempts to raise the issue formally were met with slow, unclear responses, broken promises, inaccurate information, limited accountability, and no clear pathway for resolution. The process felt dismissive, with no indication that the hotel was willing to review what had happened, appraise the additional evidence provided, or take steps to prevent similar failures in future. Overall, this experience has left us feeling that guest wellbeing and responsible customer service, especially in emergencies, are not treated as priorities at this property and that the complaints process is not fit for purpose. Based on this, I cannot recommend Holiday Inn Express Southampton West or International Hotels Group for families, or anyone who may need reliable support in unforeseen circumstances.
• JK

  Jo k

  Aug 15, 2026
  3.0
  Good points- comfy beds, decent shower, Dove toiletries provided, plenty of parking, good breakfast Negative point- the temperature in the room. We had two fans but the room was just way too hot. It was 30°c outside but it wasn't any cooler in the room. The restaurant/reception area was air conditioned, the room wasn't.