Holiday Inn Sunderland - City Centre by IHG — Hotel in Sunderland

We stayed in this hotel just a couple of days after it first opened and despite a couple of problems with the heating and ventilation we had a first class stay and were looking forward to many visits to this property. Sadly this wasn't to last.

On our second visit we went for breakfast and found the coffee machine to be not working and the toaster to be burning all items placed in it. We also found that the chef had decided not to order the normal sausage and just provide the awful Cumberland stuff (it may just be us but there's some additive or something in them that causes us severe heartburn and stomach upset after eating them).. however, this is despite the menu's on every table stating that the two types are available. So on that occasion we didn't partake in the breakfast and sent an email to the manager asking why the product wasn't available. We didn't get a reasonable explanation and just thought to ourselves to avoid the property in future. However, we were invited to spend New Years Eve with our family and friends in Sunderland and I thought to try the hotel again and use some rewards points for this. I emailed the hotel and requested any possible room upgrade. Upon arrival we had been allocated a normal queen room and I asked the check in staff to see if an upgraded room was available. We were told the hotel was full and no upgrade was available. This was very naughty as it was a complete and utter lie. The hotel was so quiet the breakfast chef was actually making up individual plates of food with no hot buffet it was so quiet. I know that the hotel must have made remarks on my account as the check in guy was definitely reading something before he said no. I was asked to spin the wheel of fortune where I won and extra 500 points. These haven't been added to my account either.

Anyway, next morning we were asked by the guy showing us to tables if we'd like an English Breakfast as they were being individually cooked. We asked if they were Normal Pork Sausage and he said they were. We said we couldn't eat the other ones and he said no they were definitely the normal ones. We got our coffee and were seated when he came over and said the chef doesn't order the normal sausage and did we want it or not. We said we didn't and asked why it was still on the menu. He said he didn't know and that the smoothies were on the menu and they didn't do them either. We decided upon fruit juice, cereal and toast. This has the opportunity to be a fantastic hotel in a great area. It's just that the staff refuse to abide by the menu that they print and display on all of the tables.. and when questioned on this they become defensive and unfriendly. We absolutely love our nights out in Sunderland as as a Diamond Ambassador Member it's not right that we shall be forced to use another hotel when I've close to half a million points with IHG. I'm sorry for the long review as I strive to give constructive criticism normally.. but this hotel management doesn't seem to know...

Our recent stay at the brand new Holiday Inn in Sunderland was truly exceptional. From the moment we arrived, we were greeted by the welcoming and friendly Chris at the reception, setting the tone for an incredible experience that made us eager to return time and time again. This hotel's ideal location near the Bridges Shopping Centre, ample nearby parking, and a well-stocked bar made our stay even more convenient and enjoyable.

We were delighted by the hospitality of Emily, who hosted the bar with such obliging, proficient, and friendly service. Her attention to detail and dedication to ensuring our needs were met added a special touch to our evenings at the hotel. The bar provided a great atmosphere to unwind and enjoy our favourite drinks, thanks to Emily's exceptional service.

Each morning, we were treated to a delicious breakfast served by a wonderful team overseen by Lynn. The breakfast team, including the hardworking chef Phil, ensured that our food was prepared to our requirements and served with care and freshness. The attention to detail in the breakfast service was remarkable, and the team's warm and friendly demeanour made each morning a delightful start to our day.

The housekeeping team deserves special recognition for their exceptional service. They were not only obliging but also demonstrated their expertise in maintaining the cleanliness and tidiness of the rooms. Returning to a clean and well-kept room after a day of exploration was truly a pleasure.

We must also acknowledge the instrumental role of the hotel's General Manager, Rob. His dedication and vision were evident in the successful establishment of this brand new hotel in its ideal location. His commitment to providing a memorable experience for guests like us was evident in every aspect of our stay.

In conclusion, our stay at the brand new Holiday Inn in Sunderland was nothing short of extraordinary. The warm welcome from Chris, the convenient location, the attentive service from Emily at the bar, the delicious breakfast served by Lynn's team, the exceptional housekeeping, and the remarkable leadership of General Manager Rob all contributed to an unforgettable experience.

We wholeheartedly recommend this hotel to anyone seeking an exceptional stay in Sunderland. We eagerly anticipate our next visit to the Holiday Inn, where we are confident we will be greeted with the same warmth, hospitality, and attention to detail that made our stay so memorable.

Thank you, thank you,...

Good hotel, bad restaurant. We had two separate stays here, of one night each, en route to and from Scotland. On both visits we had large, clean, modern rooms with large comfortable beds. The staff were friendly and helpful. The rooms have large HD TVs. In the first room, the TV didn’t work. The bathrooms were spotless and the double shower worked very well. However, in the first room, the plug didn’t quite fit the sink. To shave I had to constantly run the tap, which could only get lukewarm. There were no such problems on the second visit and my only grip is that too much space on the bedside table was taken up by an unnecessary phone that couldn’t be moved elsewhere. The restaurant is a different matter. The food is basic but adequate. However, cleanliness and efficiency are major problems. Only one set of cutlery was laid out for starters and main. On both visits our cutlery was dirty – and I mean actually caked with dried food, not just water-stained. Even the staff struggled to find clean replacements. One breakfast, I had to root through the pile of plates to find one that didn’t have dirt or grease stains. This is completely unacceptable. Dinner service on the first night was appallingly slow. Two hours for three defrosted courses! Staff were waiting for everyone to be present before beginning service and then waiting for everyone to finish before preparing the next course. Then they were bringing out one plate at a time. It was so slow that some guests left early. By the time we were served, they were unable to give us the complete meals we had ordered, having run out of mushy peas, chips and tartare sauce. The long delay meant there was no time for anyone to spend money at the bar afterwards – which is a really poor business strategy. On the second visit, dinner service was far quicker (although the cutlery was still dirty). However, the food this time was dry and burnt, probably because it had been prepared too far in advance and kept under lamps for ages to avoid delays serving. Breakfast on the first morning was chaos. The restaurant simply couldn’t cope with the number of guests and we had to wait in the foyer until a table was ready. Not ideal when we had a deadline for departure. The breakfast spread was, however, good and was replenished on our first visit. Second time around, though, it was dry and they seemed to run out of things again (like white sugar!) I would recommend staying here but...