Hotel denies discriminating against disabled family after scathing review on TripAdvisor

Holiday Inn Express, Apsley, Hemel Hempstead

Holiday Inn Express, Apsley, Hemel Hempstead


A post on a popular holiday review website which branded a Hemel Hempstead hotel ‘discriminatory’ has been refuted by its staff.

One contributor to TripAdvisor said they were “shocked and dismayed” after disabled family members were allegedly made to feel unwelcome at the town’s Holiday Inn Express at Apsley Lock, and were reportedly told the venue was ‘not a care home’.

The post, which refers to a three-night stay in April, said: “I am shocked and dismayed that my family were made to feel so unwelcome.

“I will not be recommending this hotel to anyone.”

However, the hotel explains the family had not arrived for a booking late last year, and had been offered the stay for free as a gesture of goodwill. According to a spokesman for Intercontinental Hotels Group, the guests had not made clear any special requirements for their disabilities, and could not be offered another room because the Inn was fully booked.

There are more than 290 reviews of the Apsley hotel on TripAdvisor, 111 of which rated it ‘excellent’ with 121 ‘very good’ scores. Overall it is ranked four out of five.

The hotel’s general manager Suzannah Richardson said: “We’re disappointed to receive this review. The safety and comfort of our guests is our primary concern.

“We are utterly dedicated to meeting the needs of all of our guests ​and oppose all forms of discrimination.

“We ​comply with all UK laws​ and regulations ​in this regard.” ​




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