Holiday Inn Southampton-Eastleigh M3, jct13 by IHG

Well, what can I say? I’ve been staying at this hotel for at least 13 years, mostly every week. I stopped coming after the last upgrade, purely because I enjoy watching movies in the evenings by plugging my machine into the TV. With the new TVs, that wasn’t possible anymore, and I completely understand why—they had installed lovely new screens, but guests pulling them out to connect cables had caused damage. That aside, this hotel has always stood out for one very special reason: the staff. And I really do mean the only hotel in the district where the team takes the time to truly know their returning guests. Over the years, I’ve stayed at many places, but no other hotel—despite me spending just as much time there—has ever matched that personal touch. When I stopped being able to watch my own movies, I moved on to another hotel for about a year. But even though the alternative was fine, it never gave me that same sense of being remembered and welcomed back. This week, I booked a two-day stay here because I had a considerable amount of work to do, and I decided to give it another try. As soon as I walked in, I was greeted by Sarah—the best person I could have hoped to see. She immediately welcomed me with, “Hello Mr. Thomas, we haven’t seen you in a long time.” It felt like coming home. We chatted about her travels, and she still remembered everything I’d told her in the past, asking how things were going with me. That is customer service at its finest. It was an absolute joy to see her again and to feel so genuinely welcomed back at Holiday Inn Eastleigh. Later, I went to the bar where I was welcomed by Dom, the bar manager. He always looks so professional and has a smile on his face. In the past, he’s even had my drink ready as I approached—not because I drink a lot (usually just two), but because he knows his customers so well. That kind of attention means the world to someone who spends a lot of time here. I noticed today he was more visible out front, so I assume he’s now training the team to be just as efficient as he is—a real credit to the company. And finally, I must mention Sam. Unless I’ve mixed up Dom and Sam, I can honestly say he is one of the politest, kindest people I’ve ever met. He has worked here for many years, and it is always a pleasure to be greeted or served by him. I call him a gentleman because that’s exactly what he is—the most pleasant person I’ve ever had the fortune to know. Like the others, he never forgets a detail, always asks after me, and radiates warmth with his smile. Well done, Holiday Inn. These three employees—Sarah, Dom, and Sam—deserve real recognition. I know you have many other great staff members, but these three have consistently stood out to me over the years. Please, management, make sure they are properly acknowledged—I will be checking that you do!