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Reviewed 2 July 2022

First off, the reception personnel were outstanding in every respect, Each went out of their way to assist us regardless of our travel questions. That’s where the good times ended. The room was a nightmare. A/C would not cool the room down. The hot water pipes knocked whenever hot water was used—in our or the adjacent room. The electrical outlets either did not work or were physically hanging off the wall. The carpet was visibly worn. The bed did not have a top sheet, and the “fitted” sheet did not fit (it was short). The bed springs were shot. The bathroom caulk had mildew. One of the walls had gouges out of it. We only stayed in the room (221) approximately 12 hours, so it wasn’t worth getting another room. Holiday Inn should promote the staff out of the hotel. Literally.

Room tip: Stay in another hotel.
Date of stay: June 2022
    • Value
    • Rooms
    • Service
Thank TravelingBeanCounter
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
IHG Service, Owner at Holiday Inn Express Marseille - Saint Charles, an IHG Hotel, responded to this reviewResponded 16 July 2022

Hi TravelingBeanCounter,

Thank you for choosing IHG Hotels and Resorts as your travel partner!

We always strive to provide the best service to our guests. I'm sorry for the experience. I shared this with our hotel management. I'm certain that all you've pointed out will be looked into and addressed accordingly. I also sent you a private message discussing this further.

We appreciate you as one of our valued guests. I hope you'll consider us again in your future travel plans!

Stay safe,

Jomar M.
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 June 2022

I stayed here because I was taking an early morning train to Paris from Marseille Saint-Charles. Less than 5 minutes from the elevator to your train (or vice versa). Other than that, a very underwhelming hotel. Room looked old, and I had to change rooms to get one with working air conditioning. Breakfast is serviceable but immediately forgettable.

Date of stay: May 2022
    • Rooms
    • Cleanliness
    • Service
Thank Mike E
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
IHG Service, Owner at Holiday Inn Express Marseille - Saint Charles, an IHG Hotel, responded to this reviewResponded 15 July 2022

Hi Mike E,

Thank you for your visit to Holiday Inn Express Marseille Saint Charles. Our hotel is the best place to enjoy a relaxing stay in an environment of simplicity.

I read your message and am sorry that your stay was not satisfactory. I know this is not what you come to expect from a quality chain like ours. I distributed your message to our managers and took the necessary steps to stop this from happening.

We hope you allow us to host your next travel. We know you won't regret this decision.

Regards,

Oscar C.
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 June 2022 via mobile

This holiday inn is in a perfect location adjacent to St Charles railway station. The room was adequate as was breakfast. We were in transit home to the UK so only stayed one night.

I did feel the public rooms would benefit from some refurbishment.

Date of stay: June 2022
Trip type: Travelled as a couple
Thank Chestertripper
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
IHG Service, Owner at Holiday Inn Express Marseille - Saint Charles, an IHG Hotel, responded to this reviewResponded 22 June 2022

Hello Chestertripper,

We are very interested in your opinion about your stay with us on our property. We need insights like yours to improve our quality and constantly aim higher for the enjoyment of our guests. I have shared your sentiment with our local team and manager, and I apologize for the shortcomings. Our staff will work to ensure a much better experience in your future travels. We love delivering the most enjoyable experience for every guest.

We are deeply thankful for choosing our establishment for your accommodation. We hope to serve you again soon.

Alejandro G.
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 March 2022

In front of the train station
20 min walk to the old port
Very good breakfast with warm croissants and danish pastries.
Comfi room with good size bathroom
Very good over all impression, will return agian

Date of stay: March 2022
    • Value
    • Location
    • Service
Thank Keithili
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed 11 March 2022 via mobile

We were here at Holiday Inn experience and found the front staff to be extremely helpful and went out of the way to assist us when we needed some assistance.

She is an absolute star. We needed some
Place to heat our food and she went out of the way to lead us to the kitchen and also allowed us to sit in the restaurant
Even when it was closed so that we could eat in peace.

Customer services like this is what draws customer loyalty and I wish to highlight Khouloud for providing great customer service.

I will stay again if I am here again.

Thank you Khouloud.

Date of stay: March 2022
Trip type: Travelled with family
Thank hs8071
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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