Premier Hospitality

Holiday Inn Guest Experience

Holiday Inn
Written by Roma Publications

Multi-Million Pound Refurbishment Revolutionises Holiday Inn Guest Experience

A multi million pound refurbishment plan across Holiday Inn and Crowne Plaza hotels is taking place across the UK starting with the Holiday Inn Brentwood, Holiday Inn Heathrow M4J4, Holiday Inn Milton Keynes – Central, and Holiday Inn Wembley.

Significant investment has been made to re-invent the guest experience from the very first moment of entry, with a brand new open lobby concept. This has transformed the typical work, social and living spaces, as well as introducing a new contemporary food and drink offering.

The new open lobby concept will revolutionise how guests eat, drink, work, meet, relax and socialise by providing one cohesive space to fit their individual lifestyles. The open lobby will merge traditionally separate zones of a reception, lounge, bar and restaurant to create one relaxed and multi-faceted area with no barriers, so that guests can blend work and leisure instinctively.

Omar Nicholls, Development Director for LGH Hotels Management, has overseen the refurbishment plan for Holiday Inn Brentwood, Holiday Inn Heathrow M4J4 and the Holiday Inn Milton Keynes – Central and worked with Essex and London based design consultancy Design Coalition on the open lobby concept and delivery. The Holiday Inn Wembley refurbishment was overseen by Splendid Hospitality Group with the design undertaken by Matthews Mee.

Each of the hotels have adapted to meet the demands of the modern and forward thinking guest by providing a fully functioning and flexible space to work, meet, socialise and eat or drink at any time of the day. This includes free high-speed Wi-Fi throughout the hotel and a ground floor accessible To Go Café for quick and wholesome takeaway bites, available 24 hours a day, for those with very early morning starts or late midnight snacks.

The new open lobby concept includes a media lounge, for guests to make themselves at home during their stay. Designed like a laid-back living room, guests will find comfy seating, games, TV and magazines to enjoy at their leisure. For those who need to prep for a meeting, work remotely or make a long-distance Skype call, the new E-Bar offers a great space to plug in and get connected with lots of power points and a wireless printer.

Design Coalition reconfigured the public area spaces at Brentwood, Heathrow M4J4 and Milton Keynes to support the aims of the new brand concept, which included repositioned reception spaces and the introduction of new island bars to perfectly deliver the best guest experience.

The open lobby concept is unique to the Holiday Inn brand and will be extended to properties across Europe to become a brand-defining feature.

Holiday Inn



LGH Hotels Management, which owns Holiday Inn Brentwood, has announced a new partnership with celebrity chef and restaurateur Marco Pierre White (MPW) with a Marco’s New York Italian branch located in Holiday Inn Brentwood. The partnership follows an agreement between Black and White Hospitality Ltd, who owns the franchise rights to MPW restaurant brands and LGH Hotels Management Ltd.
The restaurant launch came at the same time that Holiday Inn Brentwood underwent significant refurbishment to improve the guest experience and importantly upgrade the food and drink offering. The new open lobby dining area consists of Marco’s New York Italian eatery, offering a mixture of Italian-inspired dishes and American classics such as fresh pasta, homemade pizza and ribs as well as their bestselling New York Cheesecake.

The dining space is flexible and informal with a range of high and low tables and booths to suite everyone, be it a working lunch or relaxed group meal. Design Coalition worked with Black and White Hospitality on the design development of Marco’s New York Italian offer to oversee main contractors Creative Interior Contracts (CIC) Ltd to complete the project.


Heathrow M4J4

The Holiday Inn Heathrow M4J4 has also undergone a spectacular refurbishment of its lobby and public areas, providing guests with a welcoming space to eat, drink, work, relax and/or socialise. The nature of the projects implemented by ASD overseen by Design Coalition for LGHMM was to meet the mandatory items and brand direction of IHGs Holiday Inn Open Lobby, but to also use the architecture and local references to bring a fresh individual style to each of the three Holiday Inn Open Lobby projects. At Heathrow M4J4, a new island bar was introduced, a raised floor space was removed and the interior space was reshaped to open up the bar and coffee to go elements to the reception and entrance. Design Coalition also made better use of the lounge zones from the reception to Terminal 6 at the far end of the hotel.

Holiday Inn

Milton Keynes

Milton Keynes

The Holiday Inn Milton Keynes – Central worked in tandem with Brentwood; with A&C Contracts (Midlands) Ltd as main contactors. They were overseen by Omar Nichols team to complete the open lobby concept and Marco Pierre White restaurant. Marco’s New York Italian concept is inspired by his Italian heritage and love for New York, which promises high quality, family-friendly food at reasonable prices.
Marco, once the youngest chef to hold three Michelin stars commented on the new opening saying: “I am thrilled to have opened a new restaurant at the Holiday Inn Milton Keynes – Central. The essence of my New York Italian is to enjoy your dining experience with excellent food and drink in relaxed surroundings whatever the occasion, which fits perfectly with the ethos of the Holiday Inn
hotel and their new open lobby dining concept.”
Simon Teasdale, Managing Director at LGH Hotels Management Ltd commented: “We are delighted to partner with such a renowned and reputable chef such as Marco Pierre White, a name our guests will be most familiar with. I know Marco will revitalise our food and beverage offering at the Holiday Inn Milton Keynes – Central, which is crucial for our business strategy and development in the area. Launching this New York Italian restaurant will not only improve the service for our hotel guests but will open the door to new stand-alone dining guests.”
The Holiday Inn Milton Keynes – Central, in the heart of the town’s business and shopping district, unveiled its significant refurbishment to the lobby, public areas and introduction of Marco’s New York Italian restaurant in November 2018.



The Holiday Inn London – Wembley, which is owned by the Splendid Hospitality Group, offers an unbeatable venue for events of all sizes. Along with introducing the open lobby concept, which has seen the introduction of All Day Dining and a Starbucks To Go Café, the striking Empire Suite has also recently been refurbished and is perfect for larger events, hosting up to 500 guests. While the six additional smaller rooms are ideal for board meetings or more intimate occasions accommodating between 30 and 100 guests. All spaces are fully air conditioned, boast an abundance of natural light and are all fully equipped for all types of meetings, conferences and events.
Zeljko Stasevic, General Manager of Holiday Inn Wembley said: “We’re incredibly excited to have implemented the IHG Open Lobby Concept at Holiday Inn Wembley, servicing as a warm and welcoming hub for guests to both relax with a glass of wine and catch up on their emails. It is a casual space that meets every traveller’s needs, enhancing the guest experience with increased functionality and modernised design.”
Holiday Inn Wembley is perfectly located for international sports and shows at Wembley Stadium, The SSE Arena and the London Designers Outlet Centre. Guests are just 20 minutes from Central London by tube and 30 minutes from London Heathrow Airport by car. The hotel is conveniently positioned outside the London congestion charge and is easily accessible from the North Circular and other key motorways.
The £2 million open lobby concept, which has transformed the 336-bedroom hotel, was instructed by InterContinental Hotel Group following a survey on how business travellers have evolved and now require one flexible space to work, eat and relax.

Holiday Inn


Gaskell Mackay Carpets

Gaskell Mackay Carpets specialise in the design and manufacture of both woven and tufted carpets for the leisure and hospitality sector. The company’s origins can be traced back to 1902, giving Gaskell Mackay Carpets an unrivalled design archive coupled with vast experience ensuring projects are delivered successfully for clients whether that be one-off bespoke projects or multi-site brand rollouts.

Based in the North East of England, Gaskell Mackay Carpets work closely with designers, architects, end users and contractors to provide flooring solutions using the latest manufacturing technologies. The company has long term trading relationships with brands such as Intercontinental Hotels (IHG), Hilton Hotels, GLH Hotels, Marriott, JD Wetherspoons, Parkdean Resorts & Whitbread, amongst others.

Gaskell Mackay Carpets’ involvement with IHG goes back over 20 years and they are currently a core supplier for the guestroom, corridor and public area carpets on the latest generation schemes for both Holiday Inn and Holiday Inn Express.

Paul Hartley, Gaskell Mackay Carpets, said:

“We were delighted to be involved in the Holiday Inn Open Lobby projects at Milton Keynes, Wembley & Brentwood working closely with Design Coalition to plan and design the rugs and carpets to ensure both a contemporary look whist maintaining a practical solution from a performance perspective. All of these carpets were made to order in high quality woven Axminster, utilising colours from our highly innovative, market leading INFINITY fast track Axminister programme.”

Paul added:

“As a company we are proud of our association with IHG, taking seriously our commitment to ensuring we continue to support them by providing highly competitive flooring solutions to meet their evolving requirements.”

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