Rated 2.5 out of 5 by 4
Rated 1.0 out of 5.0 by RamblingOn Disappointed in a new hotel
Booked this hotel because of the available car parking and proximity to the underground station at North Acton. However, upon arrival found that the hotel car park wasn't available, just a limited number of spaces on a car park 200 yards down the road. Check in process was slow, and along with issues with car parking, it was 20 minutes from my arrival before I got to my room. Also, one lift out of order for the duration of my stay, and, given the slow speed of the single remaining lift, this caused delays at every trip to and from my room.
Bar service was also extremely slow. I waited 10 minutes to get served, although the bar wasn't busy. Bar environment has potential to be nice, but the open plan layout meant that the extremely loud noise from the table football game next to the bar could be heard everywhere.
Air conditioning in room was noisy, giving me choice of poor sleep from being to warm, or poor sleep from noise of air conditioning. Room was clean, though window was filthy. Nice bathroom, but shower head insisted on pointing at the wall rather than at me.
Breakfast was acceptable, though being given tongs to pick up a fried egg wasn't very useful.
I appreciate that the hotel has been newly refurbished, and is new to the IHG group, but if it isn't ready for customers it shouldn't be open.
I have several future bookings for this hotel, as I visit London regularly on business, but seriously considering cancelling them and going back to my usual hotel.
Positives - very convenient for North Acton Tube Station. Good sound-proofing. Easy to get to by car. Should have ample car parking spaces once car park is opened.
August 29, 2014
Rated 4.0 out of 5.0 by james1611 Clean and comfortable stay
The hotel appears to have been recently re branded and although it was open, was still in the process of being finalised. On arrival the hotel did not look particularly attractive with building work still going on in the adjacent car park. The surrounding area was also not particularly appealing with self storage units in the vicinity and not much else going on. Having said all that the interior of the hotel, and the guestroom, was very pleasant and clean. The staff were very friendly and helpful. As I was using the hotel as a stopover for a trip into central London it was useful that it was only a 2min walk to the tube station (Central Line) which got me into the centre in 40 mins.
August 28, 2014
Rated 2.0 out of 5.0 by zamba Awful, dismissive and threatening customer service
Where do I begin? To cut a long story of many many terrible incidents, a summarisation;
One member of assistant staff and a duty manager on the night shift made this stay totally awful for me. I booked this hotel as a getaway through my Platinum rewards points on the Bank Holiday weekend due to my home being flooded and had the worst time with these 2 members of staff. I was promised a chat with the Operations Manager, Mr Usman, but he has taken a backhand attitude and half heartedly contacted me 2 days after my complaint ( even though I called the hotel 2 times and left messages to ask him to call me), he then said he thought it was a bad time to speak to me so we agreed on a chat the next day and I still have not heard from him 2 days later.
So, in all, my Platinum status was dismissed by Guillame who was on assistant duty when I checked in, he was rude and very abrasive with me and made me feel very unwelcome, the duty manager whose name I dont know, who started following me in a threatening manner once I had said that I was tired at 11pm and did not wish to be confronted by him about issues and Mr Usman, who should know better.
I also have not been credited with the promised welcome points.
Truly disappointing and stressful stay to add to the stress I had about my home being flooded
August 27, 2014