as always it was clean and tidy, staff attentive and location perfect for work related to the stay

The room was by the motorway and it’s like sleeping on the street. No one at the reception for queries. I was overcharged for my stay and it’s still has not been resolved after three weeks.

Comfortable overnight stay. Friendly staff and convenient location.

Nice clean comfortable room, very helpful staff. No problem altering our booking when we had to change our plans at very short notice

Our experience was great Hotel was warm and clean staff very obliging and breakfast was great

Despite having booked (and paid) online 2 months earlier hotel was initially unable to find my reservation on arrival, despite having received e mails in previous week extolling online check in. Online check in also required an £80 pre authorisation on credit card (despite having already paid in full for room) which took 7 days after checkout to be removed from my credit card statement, despite having been assured that it would be taken off immediately!!

Room was OK, slight smell of damp in shower room & shower floor was not particularly clean.

Good location, very comfortable, good breakfast, clean and cozy room for our family of 4, bar in the hotel and restaurant with children activity just in front.

I had to chase the staff for more than a week for them to send me an invoice of the stay, professional not much. Hotel as such is a nice place to stay, bed is comfy.

Super clean and friendly helpful staff.

We visit the Ibis Haydock frequently. We always enjoy our short stays here, the staff are friendly and helpful, the hotel is ideal for our needs.

Clean and comfortable room, and good food

Think this hotel needs a bit of refurbishment walk in shower felt like the floor was outside horrible breakfast was good net curtains marks on them need new ones & some painting don't let it go to far thank you

Hotel stay itself was fine, apart from lamp on desk which did not work (I reported it to Reception). I was very shocked, however, to find that £90 had been charged to my credit card after my departure/checkout and remained on my credit card the following day. The cost overnight was £47.70 and I had no extras. I called the hotel to let them know I had been incorrectly charged, explained it to the Receptionist who answered the phone. She said she was quite new and she would transfer me to the hotel's General Manager. The woman (Marie Miller) came on the phone and from that time on I was subjected to raised voice, irate attitude, talking over me, etc. I asked her a number of times if she would please calm down. She wanted to speak all the time. I then asked if she would allow me to speak as I had listened to her speaking. She refused to do so. I repeatedly asked her to allow me to speak. She refused every time and demanded I supply my email and kept telling me how busy she was and she'd hang up if I didn't give her my email immediately. I said I would like to say something, no she was not interested and would hang up if I did not supply my email immediately. I had asked her to send me an email to confirm the correct charge of £47.70 (not £90) as she had told me the problem was with the bank not the hotel. In the end, she sent the email to me with confirmation of the £47.70. All the time I kept asking her if she would please calm down, we were both busy people not just her. She just interrupted me every time, talking over me. She said sarcastically that she was trying to help me and if I didn't supply my email immediately that was that. I said I too was trying to help and get help over an excessive charge. She just snorted with laughter and made comments under her breath. I said 'pardon, would you repeat that please?' to which she snorted again and laughed. Quite frankly, I was appalled. I don't know how Ibis Styles or any company could possibly allow a staff member to speak to anyone (guest or other staff) like this. I am a lady in my 60s who has had a serious heart condition this year, from which I am recovering and now able to go out. My husband had a recent hip replacement and cannot drive so I booked the Ibis Styles at Haydock to stay for 1 night as I had meetings in the area and did not have to drive home in the dark as I live c 70 miles away. I can honestly say I was left shaking and in tears, and I felt that Marie Miller was enjoying 'belittling' me and being a bully on the phone. I was treated appallingly and I feel that someone in a senior position in your organisation should investigate this. I have worked in the legal profession for much of my adult life and, in recent years, have been responsible for training lawyers and staff members in customer (client) service, courtesy, responsiveness, dealing with complaints, etc. The way in which Marie Miller spoke to me and handled the situation, the irate nature of her voice (tone of voice, content, constantly interrupting, belittling me, sarcastically laughing, making comments under her breath, etc) are examples I would give in my training programmes about how NOT to treat any client or customer. Quite honestly, her whole approach, attitude, interruption, and belittling of me was exactly what no organisation would want any employee to do or say to a client/customer or fellow staff member. It has left the most bad taste in my mouth about the hotel, the company and the staff. I wish I had never booked the hotel and I have been an Accor member for many years when I worked full time and travelled extensively in the UK and internationally. When I telephoned to report the complaint yesterday, I had to dial an 0870 number as it was the only one I could find on your website. The call lasted 14 minutes @13p per minute as the person I spoke to had to look up the number of the UK customer service team and put me on hold a few times. I would be grateful if this money could be refunded to me. Most importantly, I would like an apology from the hotel - and I would hope that the hotel manager is counselled about her attitude and behaviour. She needs to be monitored and supervised if she has a temper and an attitude such as I was on the receiving end of yesterday. As I say, it left me shaking and in tears ....and is that what you want to happen to your customers who are in their 60s and have had a year of serious heart problems? I hope that someone will take this complaint seriously and get back to me, please. I also hope that the call I had with Marie Miller yesterday was recorded and you can hear what she said to me.

We came back because we liked the staff, the interaction and it’s easy access for our planned activities. We will be back again after Christmas