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“very poor customer service”

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Holiday Inn Express London City
Ranked #485 of 1,069 Hotels in London
London, United Kingdom
Level 3 Contributor
23 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
“very poor customer service”
Reviewed 21 January 2012

Im not a very picky person, but customer service must be improved!!! The guy at the front desk couldnt even lift his head to welcome us, not even talking about the simple smile. Im working myself at the hotel industry so was very disappointing to experience such a bad customer service. Otherwise, the hotel was quite ok, but my stay at the Holiday Inn Express Croydon was much much better. Nights sleep wasnt great either as you can hear the noisy street outside as you would sleep with an open window.

  • Stayed February 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Lietuvaite87
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
City_General_Manager, General Manager at Holiday Inn Express London City, responded to this review, 24 January 2012
Dear Vitalija H,

Thank you for your review of my hotel. I am really sorry for any poor customer service you experienced, this is really not the normal practise here.

On your review you said you stayed Feb 2011 -Is this correct? We have now finished a mulit million pound refurbishment at the hotel where we have installed secondary glazing at the front of the hotel to stop the noise from the busy streets coming in.

Please feel free to contact me craig.penry@holidayinnlondon.com to provide more information so I can look into this.

Kind regards,
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  • Sleep Quality
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English first
Level 5 Contributor
83 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 20 January 2012

I stayed here 2 nights in business.
The room was ok excluding the bathroom where the floor was freezing cold. Shower however was good with proper water pressure and enough hot water.
Service was ok, nothing to complain not celebrate on.
Breakfast is a bit poor with limited selection, very little choice on bread and with scrabled eggs you can only have beans in tomato sauce and awful sausages that taste very bad. no bacon!
Also coffee not very tasty.

Room Tip: try to avoid a room from street side as traffic noice will come to the room
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  • Stayed January 2012, travelled on business
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    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sasuto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Felixstowe
Level 5 Contributor
91 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
Reviewed 15 January 2012

We stayed there for one night in January . Pleasantly surprised about the modern clean hotel with good decor and reasonable sized bedrooms. The complimentary breakfast was excellent. My only complaint was the double bed was a bit small for two and mattress very springy which did not lead to a good nights sleep. Next time I would book twin beds

  • Stayed January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank FelixstoweSue
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Luxembourg
Level 4 Contributor
42 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 91 helpful votes
Reviewed 15 January 2012

I gave this hotel a 3 but if you are on a tight budget and don't really care about some of the points below then up the rating for your requirements. I stayed here last minute for business in the city and it just wouldn't be a first choice.

Reception: Excellent. As per other reviews of this hotel the staff are friendly and helpful.

Room: Standard. No iron in the room which is annoying. Wifi is not free either.

Location: It is about a 10 minute walk from Liverpool Street and 15 to London wall area. They area around the hotel is not that great so I just used a taxi.

Overall for the price I paid, I would have expected something a little better.

  • Stayed January 2012, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank PMaloney
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
City_General_Manager, General Manager at Holiday Inn Express London City, responded to this review, 24 January 2012
Dear PMaloney,

Thank you for your recent review of my hotel. I'm really pleased your found the reception excellent and I will make sure your comments are passed onto my team.

I'm sorry you found the rooms stanard, we have just completed a £6 Million refurbishment program and upgraded our rooms to the next generation -Holiday Inn Express room, which has made them more luxurious and contempary compared to the older room type.

Unfortunately it is a brand standard within the Express portfolio that irons and ironing boards are not standard in the rooms.

Thank you again for your kind words
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Sofia
Level 5 Contributor
31 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 12 January 2012

Everything was nice except for some sausages at breakfast that tasted strange and as a whole it was a bit basic - not enough vegetables. Nice location, big hotel - staff a bit distant but I like it this way.

Room Tip: back facing room quieter
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  • Stayed May 2011, travelled as a couple
    • Value
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Helpful?
Thank Pankova
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Holiday Inn Express London City

Property: Holiday Inn Express London City
Address: 275 Old Street, London EC1V 9LN, England
Phone Number:
Region: United Kingdom > England > London > Shoreditch , East End / East London
Amenities:
Bar / Lounge Business Centre with Internet Access Free Breakfast Restaurant Wheelchair access
Hotel Style:
Ranked #485 of 1,069 Hotels in London
Price range (per night): ₹ 7,196 - ₹ 17,368
Hotel Class:3 star — Holiday Inn Express London City 3*
Number of rooms: 224
Official Description (provided by the hotel):
Welcome to the Express by Holiday Inn London City. Our hotel is ideally located on the doorstep of the City of London, with the financial districts of Broadgate & Bishopsgate just minutes away for our business guests. We have excellent transport links for the London Underground and Kings Cross & Liverpool Street National Rail terminus not to mention St Pancras International Station for the Eurostar. We sit on the gateway to Hoxton Square, Shoreditch & Brick Lane, whatever your reason for visiting London we are an ideal base for exploring this vibrant area of London. If culture & history mixed with London s coolest restaurants, bars & shopping is what you want then you have just discovered East is the new West! Fear not, for we are also ideally located for London s attractions such as Tower of London, Tower Bridge, Bank of England, Tate Modern, St Paul's Cathedral & South Bank to name but a few. We have just undergone a full refurbishment of our Lobby, Reception, Bar, Restaurant and Meeting Rooms to reflect the cool, contemporary urban location we reside in. We have 224 purpose built bedrooms, all of which are light and spacious with large desk space all rooms are en suite with refreshing power showers as well as a newly installed state of the art interactive television & in room movie system. All of our guestrooms, meeting rooms & public areas are equipped with high speed wi-fi internet access. ... more   less 
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Also Known As:
Holiday Inn Express London City Hotel London
Holiday Inn London City

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