Rated 3.7 out of 5 by 414
Rated 1.0 out of 5.0 by Disappionted Service Not Included
I have stayed here many times but will not be returning.
At check-in and check-out times there is only one person working reception causing delays and frustration.
On checking out the receptionist was unable to credit my payment card or provide a VAT invoice, I had to wait for the day shift to arrive! I have never before seen such a poorly staffed and undermanned reception in any 4 star hotel, worldwide.
On three separate occaisions i tried to call the reception from my room without any reply. After 10 mins of waiting for a reply i hung up and walked to reception to be told by the receptionist that she cannot deal with customers and answer the telephone, unbelievable!
Very few of the staff speak english as a first language, and some of the serving staff have very poor english making communication difficult.
During the recent cold spell my room was cold and the ducted central heating totally inadequate. My complaints changed nothing. I was later provided a room heater which took about 12 hours to heat the room.
Room was shabby, damp patches on the walls and wallpaper peeling off.
The rest of the hotel is of an acceptable standard for a 4 star establishment, but for all of the reasons above i will not be returning.
February 2, 2016
Rated 1.0 out of 5.0 by Bleurgh Had enough - you aren't really interested so why should I be?
This is the second review I have sent, no response to my first complaint in writing at the actual hotel followed by the online survey, still nothing. I told you I would be doing regular business in the area and although you are geographically the most convenient, the two nights I am back this week will be spent at the other Inn in Kempton Park.
~~No heating in the rooms, it is fundamentally damaged and providing a portable heater is not cutting it. The bedside lights and the standing wall light are not working and providing a desk lamp is sub-standard. The plastic mat in the bath is a breeding ground of filth and mould and the drain is blocked to whilst showering I was standing in 4 inches of water - lovely! This is my second and last ghastly experience with you, my director was there and we had a dinner meeting else I would not have stayed again without a response from you. IF you had bothered to respond to either of my two previous issues then I would have calmed down long ago, but these small irritations have gone unchecked and now I am truly angry with this hotel.
Clearly, despite the shabby run down infrastructure you must be making money hand over fist as you don't seem to care about the £3000/annum you are losing with my business. So as I said in my header, if you are not interested in customer satisfaction, why should I care about your hotels. I am done with Holiday Inn....
February 1, 2016