Rated 3.8 out of 5 by 135
Rated 4.0 out of 5.0 by Scattsy friendly/helpful staff
We enjoyed our stay and the staff could not have been more helpful. They were always pleasant and asking if they could be of service The air con did not work on the second night and when I reported this to the front desk they gave us a portable heater and extra blankets. They explained that the system was new and they were having teething problems. This was not there fault and were extremely helpful but we should have had extra blankets in the room if they knew there was a problem with the system. Overall a good experience and an enjoyable one.
December 4, 2013
Rated 5.0 out of 5.0 by HenryC One of the best HIs I've stayed at...
As the title says, this is one of the best Holiday Inns I've stayed at. Upon arrival, my expectations weren't too high. The building was very '1960s tower block' and looked a bit miserable. Having found the entrance (it takes a while to find, especially coming from Wembley Stadium station!), I checked in at the hotel, and from there onwards, everything was fantastic. Throughout my one night at the hotel, between check in and check out, every member of staff I came into contact with was trained to perfection. The management of this hotel are clearly doing a fantastic job at recruitment & training, as this was with no doubt the best staff crew I've ever been served by at a hotel. They were all polite, friendly, helpful and respectful. I was welcomed by the check-in lady as a platinum IHG Rewards member, and offered a complimentary drink or points bonus as usual. I was also given a pre-printed letter from the hotel management. They have made the effort of preparing welcome letters for platinum members, giving them a welcome to the hotel, showing current points balance as well as outlining the platinum benefits at the hotel. This was the first time I've ever had this at a holiday inn. My room was on the 10th floor, an executive room I believe, and it was clearly refurbished in the past few years as it was a beautiful room (photo attached). The view over London was also fantastic, just a shame I could only see it at night. The dinner was in the form of a buffet. Don't let that put you off though; the food is of an extremely high standard. Even better was the service in the restaurant. Staff were extremely attentive but not intrusive. When I got up to get my next course from the buffet, I would return and my table would have been cleared of the previous course. Staff were there if I needed them, but not intrusive at all. Just a pleasant 'How's your meal, sir?' from a man who I assume was the restaurant manager. I had a very good night's sleep, the bedding was excellent quality and very comfortable. I awoke in the morning to my scheduled wake-up call, precisely on time, and opened my door to find a complimentary copy of the 'i' newspaper waiting outside my room. With complimentary water & chocolates in the room, as well as a chargeable minibar and room service, there was plenty available for drinks and snacks. There were also bathrobes, slippers and luxury toiletries, as well as a rain-style shower in the en-suite, which was very nice. Overall I really enjoyed staying here, and wouldn't hesitate to return. It is a franchised Holiday Inn (as most are), but the management of it clearly have an outstanding perception of customer service - the efficiency and helpfulness of everything during my stay was exceptional; this place definitely deserves more recognition since perfecting customer service like they do is a very fine art. If I had to give one downside, it would be that breakfast only starts at 0630 - I'd have liked to be able to leave earlier than I did, as I had to get into central, and have breakfast shortly after 0600, but this was only a minor issue, and probably won't affect most people who I'd imagine are here for wembley stadium/arena.
December 1, 2013
Rated 5.0 out of 5.0 by NigeW Thank you
I had to book my daughter and family in as they had had their car broken into and could not travel home. I knew this hotel had decent underground parking. She has sent thanks to all of the staff especially the tall concierge? Room excellent, food good and everyone was very kind to the babies. Thanks for making a bad weekend a little better.
November 21, 2013
Rated 4.0 out of 5.0 by Becca15 Good overnight stay
Spent the night at the Holiday Inn on Empire Way on 9th November after a concert. The location of the hotel is great because it is just a 5 minute walk away from the Wembley Arena, although me and my friend did have trouble finding the entrance! But that's not a major issue.
As we finally arrived at the hotel lobby, the receptionist served us well, and we managed to check in fairly quickly. As we got to our room, it was fairly spacious and the view was lovely :) The facilities included everything that we needed and that was great. I found the bed very comfortable and slept really well!
One of the issues that I had with the room is the bathroom..firstly, the shower wastes a lot of water, I pulled the shower curtain but water was still constantly flowing out from the tub! So by the time I got out, there was a lot of water on the floor, and I just had to dry it up with the floor towel. Also, on the night, I didn't bring my toothbrush, when I called the Reception for a toothbrush, they told me they've ran out because a lot of guests has asked for them! As a standard hotel, I wouldn't expect a hotel to ever fall short of something like a toothbrush, I was a little upset because I couldn't brush my teeth that night! I'll give the receptionist credit for advising me to go to the local Tescos at 6am the next day..
Another little thing: It may just be me and my friend, but after the concert, there was a long queue of people waiting for the lifts, so we thought to just take the stairs, however, we got to the 1st floor then we couldn't find the other set of stairs for the other floors! In the end, we had to wait for a lift ><
Overall, it was a fine stay at the hotel, the services was fine and the sleep quality was great! It's just the little things that would disappoint me if I stayed for longer.
November 21, 2013
Rated 5.0 out of 5.0 by Jackie1999 Clean, comfortable good service
Have used this hotel many times on business. Staff is always efficient and welcoming. Rooms are a much improvement since the re-furbishment, more stylish and relaxing.
Comfortable beds and clean rooms. Breakfast has always been a good choice, only downside is the coffee isn't very nice.
Overall a very comfortable stay.
November 17, 2013
Rated 1.0 out of 5.0 by Harry438 NOISE!!
A totally unforgettable experience. There is no way that you can relax and enjoy a good nights sleep in this hotel. No issues with the cleanliness of the room or the hotel staff. My main gripes are as follows:
1. A large party of Japanese youths running amok on the 2nd floor.
2. A room that was located close to the lift shaft with a very noisy creaking mechanism.
3. Windows that do not shield any of the noise from the road adjacent to the hotel.
I would not recommend this hotel at present.
November 16, 2013
Rated 2.0 out of 5.0 by SAPFanSTFC What a waste of Priority Club Points and a poor family weekend away
Disappointingly despite direct emails to the hotel the range of services offered by the hotel during my stay has been matched by a total indifference and lack of response by the hotel management.
I am always keen to post positive things about hotel staff as given my work enforced weekly stays hardworking hotel staff are often complained about but not praised often enough…..
I have been a seasoned traveller for over 25yrs but only an IHG member for the last 5yrs (but a convert worldwide) and always enjoy a good relationship with staff and keen to remember that life isn't always so easy for them…..i.e. I do NOT take my member privaleges for granted nor do I assume I am 'entitled' to anything during a hotel stay….we're all human beings and should treat each other with respect….I also appreciate how difficult it is to gain and retain staff in a difficult industry, sadly on this occasion I have to highlight a wide range and a large number of failings during my recent family weekend away.
Reason for the Visit:
I booked a partial points and money weekend with my family of wife plus 3 young children as a partial compensation for missing out on our family holiday due to work hence despite living in hotels it was an eagerly awaited weekend….in so far as three young children in a hotel can be (I mean that in a jokey form).
Sadly I left Wembley with sad memories and in the knowledge that I’d wasted all those hard earned points despite the efforts of a minority of staff - I will never gain that weekend nor the points back quite as quickly and easily as it passed.
Positives: Check-In staff WELCOMING:
Initial greeting from the young lady on check-in was positive and efficient (Apologies but I didn't get her name as I didn’t have my glasses on and nameplates are not in the best location for close/careful scrutiny on female members of staff).
Breakfast Crew ABSOLUTE QUALITY!:
Particularly Mindaugas and Mariana - WOW!! How these two managed to cope with the level of outright rudeness from the group of (Eastern European?) guests…I simply don't know. Never have I encountered such large yet consistent group of rude, obnoxious and irritating bunch of guests, yet they and the other breakfast staff dealt with it admirably (sadly unlike the Friday evening staff).
I would strongly recommend both of these individuals for extremely high praise as they both maintained a positive smiley attitude for all the other guests despite everything….and me and my family were sat right by the welcome point for the restaurant. We were regulars by the second morning.
Both Sat & Sun were extremely friendly, smiley and helpful - Very Welcoming
Check-Out Staff EFFICIENT (despite my reluctance to explain issues at the time):
Misbon and Duty Manager Kristina were extremely caring and keen to assist on check out as I did explain how disappointed I'd been but wanted away due to family pressures yet they handled an embarrassed customer extremely well and couldn't have done more at the time.
NOW THE MANY DOWN SIDES!!
Bearing in mind allowance made for the whole horrible obnoxious group who were booked in….and I still can't quite believe how rude they were to staff and hotel guests alike as they seemed to believe the hotel was theirs for the weekend (children and all) …..the salesperson taking this booking should walk around wembley in their underwear whilst being flailed by all the weekend hotel staff with tree branches! :-)
− Concierge(?) Bag drop off pre-check-in (Friday 1st Nov Midday-ish): The gentleman was not helpful with bags but as it is a Holiday Inn I carried and pulled all the bags by myself as I don't expect concierge help until Crowne Plaza….sadly on check-out when I experienced the same gentleman it was I who held the doors open for him whilst he served another guest….yet he failed to take the door or thank me….at this I'd have been happy
− Initial room allocation of 201 & 202 (I asked for inter-connecting) was smelly
− Initial rooms only had 4 single beds (5 of us) and little room for a 5th yet concierge(?) made room and went to get one
− Swapped rooms to two unconnected (recently refurbished 626 and 630) rooms…..extra bed added and made up very quickly
− Extra Bed….was the hardest and most uncomfortable bed I've ever used save for a few nights in my youth when park benches were an attractive proposition -this was like a park bench and I allowed my 5 and 8yr old sons the double bed (even they pre-empted me by saying "Ouch" as they both bagsied it for and then quickly dismissed it …..but not for long.
− Red wine stains plashed around the top of the sink bowl (poured away from previous night I guess…..experienced voice here yet I normally clean my own sink) - they were still there the next day after a second room service(and yes I did take care not to clean them myself)
− Friday Evening Bar Staff - Unfriendly and keen to continue a conversation over and above any customer service (no smiles, no welcome and hollow) - every drink ordered was answers with 'is that it' or similar….just not welcoming yet not rude in a personal sense….not helpful when a spilt drink either…had to request more towels / napkins 3 times.
− Restaurant Welcome - OK but when I asked what the table for 12 next to where we were offered was, despite my reluctance and repeated request for information, it was a "they're guests does it matter who they are!?"response, put my back up….I have three young children who I don't want to be sat near aloud bunch of party goers…..for both the benefit of both groups.
− Restaurant service - Warned it would be slow to take an order but Oh HOW slow!!?...especially with 3 YOUNG children
− Restaurant service - Wife's starter failed to show up and mine was delivered to her with an assurance it was her avocado salad despite being a noodle starter dish for me…!?
− Restaurant service - Repeating from above for main course - Warned it would be slow but Oh HOW slow!!?...especially with 3 YOUNG children
− No apology or anything on leaving despite starter issue - I explained understanding for delay due to being busy but surprise at just how much….several others walked out due to speed of service.
− Despite Platinum Elite - No water or other in room after room move nor next day either
− Despite Platinum Elite - No paper - Even though I was paying for it due to it being a Saturday…..thankfully it must have stayed on Room 201 as I didn't get charged either
− Directions to the nearest tube (may have been Misbon) - Given 3 young children was sent down high street instead of through the shopping zone and around Wembley stadium…am not anon-national so can understand directions.
− Room noisy - and I've stayed at Holiday Inn Heathrows (x 2) plus others….not noisy outside but all noises got through the windows
− STEP INTO BATHROOMS on 6th floor 626 & 630!!....BLACK STEP on Dark Carpet!? ...and why no slope!?
My 3yr old and subsequently 5yr old both tripped over the step and head-butted the toilet….you can thank your lucky stars I'm no American claims merchant but am monitoring her health now.
Same issue Wife stubbed toes 4 times
Same Issue I did mine 2-3 times daily - especially at night…..stupid idiot!!...Then Learn!!...I hear you say - dark lines not helpful in a strange location at night - You have the potential for a serious lawsuit on these - If my 3yr old had any more damage I'd have been consulting lawyers the very next day.
So in short - outside of a few positives - poor rooms, not set-up ready, smelly, uncaring Friday night staff (set the expectation for the weekend), loads of mistakes which made a real difference and as specified to Kristina and Misbon….just really sad at the unusually feeling of poor quality and sad that my family had an experience of a Holiday Inn that I very rarely get myself on my travels.
A large number of valuable Reward Club points wasted in my book - fortunately the weather and other guests did not dampen our mood or politeness (which hopefully Mindaugus and Mariana will attest to) to other staff.
Sadly I am placing a general review for the hotel in the negative and will extend it to the three other main national review sites for which I provide regular feedback over and above this corporate site.
November 12, 2013
Rated 5.0 out of 5.0 by Diane35 Great service, great staff and overall great hotel
I stay at this hotel a few times a month and love it. It has all you need and the staff are very friendly. The new shopping complex with new resteraunt a near by also makes an ideal location
November 9, 2013