Crowne Plaza London - Kingston, an IHG Hotel
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Crowne Plaza London - Kingston, an IHG Hotel

Kingston Tower Portsmouth Road, Surbiton, Kingston upon Thames KT6 5QQ England
Possible blood stain and yellow pill
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Room & Suite (39)
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Dining (24)

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About

2.5
#2 of 2 hotels in Surbiton
3.2 of 5 bubbles
Location
3.4 of 5 bubbles
Cleanliness
2.8 of 5 bubbles
Service
2.4 of 5 bubbles
Value
A modern riverside hotel in suburban Kingston, with free Wi-Fi, meeting facilities, a restaurant and a fitness centre. Crowne Plaza® London - Kingston hotel is 22 minutes by car from Wimbledon, 25 minutes from London-Heathrow Airport and 35 minutes from London-Gatwick Airport. Surbiton railway station, with fast services to central London, is five minutes away by car and 15 mins walking distance. The splendour of Hampton Court Palace is just eight minutes away by car. This royal palace boasts a stunning collection of artworks and one of the world's largest evergreen mazes. For more natural wonders, head to Kew Botanical Gardens only 25 minutes away. Its Treetop Walkway provides fun for all ages. Families are sure to appreciate Chessington World of Adventures which is just 10 minutes away by car, it combines theme-park thrills with an enormous zoo. Free Wi-Fi, five meeting rooms with space for up to 250 guests make the hotel an excellent conference spot.
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Property amenities
Electric vehicle charging station
Free High Speed Internet (WiFi)
Fitness Centre with Gym / Workout Room
Bar / lounge
Fishing
Taxi service
Business Centre with Internet Access
Conference facilities
Free private parking nearby
Paid public parking nearby
Parking
Wifi
Restaurant
Breakfast available
Breakfast buffet
Breakfast in the room
Complimentary Instant Coffee
Banquet room
Meeting rooms
Currency exchange
Non-smoking hotel
Outdoor furniture
24-hour front desk
Dry cleaning
Laundry service
Ironing service
Room features
Blackout curtains
Air conditioning
Desk
Housekeeping
Interconnected rooms available
Electric kettle
Flatscreen TV
Walk-in shower
Private balcony
Room service
Seating area
Telephone
VIP room facilities
Wardrobe / wardrobe
Bottled water
Iron
Private bathrooms
Wake-up service / alarm clock
Bath / shower
Complimentary toiletries
Hair dryer
Room types
Bridal suite
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
4.0 of 5 stars
HOTEL STYLE
Family
Mid-range
Languages Spoken
English, French, Russian, Spanish and 17 more
Hotel links
Special Offer:Summer Sale

Location

Kingston Tower Portsmouth Road, Surbiton, Kingston upon Thames KT6 5QQ England
59Reviews2Q+A16Room tips

Reviews
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Detailed Reviews
LenzKappov wrote a review Jul 2020
Poole, United Kingdom
+1
3.0 of 5 bubbles
Our experience at Crowne Plaza was disappointing, but mainly due to things which were either fixed promptly, or should be easy for the management to resolve quickly.

Room
Upon arrival, the drinks cooler and air-con controller were not working, but both were fixed very quickly once reported to reception.
Cleaning very very poor - used tissue found between sofa cushions, litter on floor under table, medication pill on floor. Splashes of various bodily fluids visible on walls, couple of dust-bunnies. All this on the first night open after lockdown (i.e after a 3 month opportunity to service the room properly).

Breakfast
Rather poor. The waiting staff are very polite, friendly and professional, but clearly completely clueless as to what an English breakfast is, or how to serve it.
No marmalade, jam, honey or nutella available. Frozen unspreadable butter (obscure French brand, unsalted). Toast went cold waiting for butter to arrive. Only 2 slices of toast delivered for 3 people (asked for more and it eventually came). White 'toast' wasn't actually browned, as if the cook figured white toast should literally be stiff white bread , rather than a pleasing golden brown colour.
Beans, (inferior brand?), overcooked to point of being dry, served on tiny saucer. Bacon, eggs, sausage and hash browns all quite good.
Milk not brought with coffee; had to ask for it. Salt and pepper not present on table; had to ask for it.
Coffee quite good, but continually had to ask for everything, butter, butter knives, milk, etc. No fruit or yoghurt available.

View of river from room was nice, and access to balcony overlooking it was nice, but, taking the lack of room cleanliness and Fawlty Towers style breakfast, the asking price of £150 for one night it's not justified.

To summarise, the staff are trying very hard to please, but need some breakfast training, and improved room cleaning regime.
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Date of stay: July 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from IHG Service, Owner at Crowne Plaza London - Kingston, an IHG Hotel
Responded 22 Jul 2020
Hi LenzKappov, Thank you for choosing to stay with us and for posting a candid review. I was very concerned to read your comments regarding the air conditioning, housekeeping, cleanliness, and breakfast selection. I understand your dismay and I am sorry. This is not how we help guest recharge an be inspired that we wanted. I will make sure to share your comments with our team for the necessary improvements needed on our end. I appreciate you as our guest and I still hope you would give us another chance in the future. Orlando A. Case Manager IHGService
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Maria-Rose-82 wrote a review Aug 2021
Essex
2.0 of 5 bubbles
Booked this hotel on Booking.com and we were to pay at the hotel. When we checked in we paid the £99 for the room and were told there was a £50 security deposit which we would get back when we checked out. We said this was fine and paid the £149. We said we wanted to book breakfast (£24) and were told this could come out of the security deposit.
We went to our room - which I can’t fault - then came down and had some lunch and a drink each in the bar which came to £48 and we asked to have it added to the room. When we got back to the room that evening we added a packet of crisps to the room for £1.55.
Slept fine, room was nice, breakfast was good and we were told when we checked out that we would be billed for the outstanding amount (around £22)

3 days later we had another £181 taken from our account. I phoned up straight away and was told the £149 they took originally would go back in within the next couple of days. Well a week later we are still waiting for it. Every time I call I’m being told I will get a call back which doesn’t happen. We were overcharged for our room and for one night we have paid £330 with no sign of our money coming back. We were never told the money would be taken twice, and nobody seems to know what is going on or where our money is.

If you go to this hotel DO NOT hand your card over. Pay cash so you know you will get it back.
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Date of stay: August 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mahmoud Mohamed, Other at Crowne Plaza London - Kingston, an IHG Hotel
Responded 21 Aug 2021
Dear Maria-Rose-82, Thank you for your valued feedback. Please be assured that your feedback have been reported back to the relevant departments and they will look into this further. I hope we have the chance to welcome you back to the Crowne Plaza London-Kingston. Kind Regards, Mahmoud Hegazy Hotel Manager
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HollyLChambers wrote a review Jun 2021
2.0 of 5 bubbles
Me and my partner stayed at the Crowne Plaza Kingston from 25th till the 27th of May. We booked the executive king room with breakfast included. When we arrived at the hotel check in was smooth and quick and we were asked if we would like breakfast brought to our room at no extra charge which we agreed and selected what we wanted and what time. We then went to our room 112 and it was not what we were expecting, the photos on the website showed a separate lounge area with TV which we didn’t have and the balcony did not look the same as pictured. The curtains in the room were broken and the fridge did not work. The cleaner was called Poleska but I’m sure the room hadn’t been cleaned every surface was thick with dust especially the “headboard” style thing at the back of the bed. The tables and chairs on the balcony were also filthy although the view was great. The tap doesn’t work for the bath so had to fill the bath by using the shower. The next morning me and my partner got ready for our breakfast to be delivered to the room between the selected time slot we chose which was 8:45? It got to quarter past 9 and we still hadn’t had our breakfast! I called reception and was told that they would check and get back to us… another 15 mins later still nothing so I called again and then within 10 mins it came to the room lukewarm. So in total we waited 55 mins past selected time slot which effected our plans for the day. The morning of our checkout date we also didn’t receive a breakfast! I tried to talk to somebody at reception but it was busy and we had somewhere to be. Considering we paid 250+ for a two night stay we expect it to be a good experience and not have our breakfast forgotten about. We have also had £50 taken from our card… we do not know what this is from apart from us ordering two drinks to the room and if that came to £50 then that is extremely extortionate!

Overall the view and the reception/bar area was nice and the bed was comfy but I would not return if this is a hotel that charges these prices but cannot deliver a good experience from things like cleanliness and forgetting paying customers breakfast!
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Date of stay: April 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mahmoud Mohamed, Other at Crowne Plaza London - Kingston, an IHG Hotel
Responded 16 Jun 2021
Dear HollyLChambers, Thank you for your candid review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. We do hope to have the opportunity to welcome you back in the future, so that we can provide a better experience. Sincerely, Mahmoud Hegazy
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jamie20380 wrote a review Jul 2021
1.0 of 5 bubbles
The Crown plaza Hotel is most definitely the worst hotel i have ever stayed in!!! From start to finish the staff have demonstrated a total lack of hospitality, enthusiasm or infact training in customer service.
I paid £415.00 for a two bedroom suit that was quite frankly filthy with cobwebs on the walls, dirty bed linen and throughout my 24 hour stay my room smelt very strongly of cannabis!!! When we went to the bar to have a drink the first glass of wine we received had more cork floating in the top of it than wine in the glass. When asking for a replacement the barman was unable to open a new bottle and had to ask a senior bar staff member to open it for him. At this point we cancelled our dinner reservation and ate elsewhere. Breakfast was cold and service disorganised and the waiter was even trying to clear the table before we had finished eating which we found extremely rude. The hotel lobby advertises Starbucks coffee which would have been one saving grace but alas it was not available with breakfast. The only pleasant part of my stay was checking out with the knowledge that I will never have to return and be subjected to sub standard service, hygiene and dinning again !!!!!
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Date of stay: July 2021Trip type: Travelled as a couple
Room Tip: Avoide like the plage
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mahmoud Mohamed, Other at Crowne Plaza London - Kingston, an IHG Hotel
Responded 14 Jul 2021
Dear Jamie20380 Thank you for choosing Crowne Plaza London-Kingston and for taking the time to provide feedback about your experience. I would like to start by apologizing to you for the inconveniences you faced during your stay. I have discussed your feedback with the operations team and corrective actions have been taken to ensure this will not happen again. We strive to make each stay as pleasant and comfortable as possible, and we appreciate that you brought your experience to our attention. We take feedback seriously and will coach our team to make the necessary changes so we can provide a better experience in the future. I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception. Again, thank you for sharing your comments, Regards Mahmoud
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Sandy Ansell wrote a review Aug 2020
5.0 of 5 bubbles
We stayed for three nights & chose this hotel as a base to visit London (The Tower) & Hampton Court - great rail service from Surbiton station 20 minute walk from hotel. The room was lovely, we booked a room with a balcony which was wonderful overlooking Thames Ditton Marina & the river. The weather was amazing during our stay, it was so nice to enjoy a morning cuppa & evening glass of wine on the balcony. ( However the balcony cleaning does requiring attention, it doesn't look as though it has been done in a while) Parking is very convenient at the rear of the hotel. The staff were very helpful & professional. We didn't eat in the hotel so cannot comment on the food. We would most definitely recommend this hotel.
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Date of stay: August 2020
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
Room Tip: Balcony Rooms are wonderful
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mahmoud Mohamed, Other at Crowne Plaza London - Kingston, an IHG Hotel
Responded 29 Aug 2020
Dear Daisy1608, Thank you for choosing Crowne Plaza London-Kingston and for taking the time to provide feedback about your experience at Crowne Plaza London-Kingston. I would like to start by thanking you for the great feedback about your stay. We strive to make each stay as pleasant and comfortable as possible, and we appreciate that you brought your experience to our attention. We are very happy that you enjoyed your stay. I hope you will give us a chance by staying with us again. , Mahmoud Hegazy Operations Manager
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shaunrfood wrote a review Sept 2021
Elloughton, United Kingdom
2.0 of 5 bubbles
Dirty glasses in the room. Lipstick and water marks which is off putting right from the start. We’d booked for dinner but we were disappointed with the menu, tired from travelling from Yorkshire, offering was a bit down market for the style of hotel we thought but too tired to do anything else. We opted for Milanese chicken with Penne pasta which was underwhelming to say the least. I estimated food cost at about £2 to £2.50 maximum. The sauce on pasta was over reduced and sticky, chicken was clearly deep fried, possibly from frozen and was over cooked. We’d had a cocktail and 2 beers pre meal and ordererd a bottle of Shiraz which turned out to be Italian (who knew?) at only 12% abv pretty tasteless and "thin" for £28. Service was only ok with long waits in a restaurant that was not busy though the young man serving us was very pleasant and apologetic. Then came the cheese, very poor presentation with mouldy grapes and dried up celery that must have been cut for 3 or more days before (see photos). I complained at the time and was told by the restaurant manager, a lady that I wouldn't be charged, could they replace it for me ? No thank you

All sorts of opportunities for excellent service but all were missed, we had booked a table but no one came to ask if we wanted to dine, our table in the bar was dirty from previous service but not sure when as the whole room was empty save for 2 tables of young men. We asked for the table to be cleaned when our drinks arrived and a discussion took place at the bar before it was done.

We were in the area for a birthday and ate out at 2 other venues, a pub in Teddington and The Ivy in Richmond which were both excellent. Great service is a must, the hotel was not short of staff and on a positive note we had a great breakfast the next morning with good service.
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Date of stay: August 2021
2.0 of 5 bubblesRooms
1.0 of 5 bubblesService
2.0 of 5 bubblesSleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Wander801840 wrote a review Aug 2021
2.0 of 5 bubbles
We booked this hotel as a birthday treat, we had booked to see a concert nearby and the hotel was close by. On arrival we were told that an extra £50 would be taken in top of the price that we had booked at due to a security deposit. We were told that the money would just be pending but this came out of account immediately.
After being in our room ten minutes, we then had another guest enter our room! They had been given the same room. We tried to call front desk three times with no success so went down to reception. They explained that the system was slow so our room had been allocated to someone else!! We were assured that this would not happen again but I was concerned about the security of our belongings in the room.
After coming back to the hotel late in the evening we discovered that our key no longer worked in the door! Another trip to front desk to sort out the issue.
Rooms are small and very noisy, people coming and going didn't bode well for a good night's sleep!
Also still yet to receive security deposit back also!
Disappointing.
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Date of stay: August 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mahmoud Mohamed, Other at Crowne Plaza London - Kingston, an IHG Hotel
Responded 7 Aug 2021
Dear Wander801840 Thank you for taking the time to tell us about your experience at Crowne Plaza LONDON - KINGSTON. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future. Again, thank you for choosing Crowne Plaza. Sincerely, Mahmoud Hegazy
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Fuming!! wrote a review Sept 2021
1.0 of 5 bubbles
We booked two rooms on 11th May for three nights and on Sunday 5th September, just as we were leaving the UK for a week, we received an email cancelling our stay, on 15-17th Oct. We rang reception at the hotel and they told us we had cancelled the booking and that the hotel was full! Absolute tripe. We later got an email telling us the hotel had closed and would remain closed until early next year. We were not offered alternative accommodation or an explanation but we were told we could re-book. They have to be joking! We are having to try and cancel every thing in London that we have paid for already and this will without doubt cost us money, not to mention very considerable inconvenience. We shall not be staying with any of they're hotels ever again. Furious!!!
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Date of stay: September 2021
1.0 of 5 bubblesRooms
1.0 of 5 bubblesService
1.0 of 5 bubblesSleep Quality
Room Tip: Best to avoid this hotel group, its not reliable.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from IHG Service, Owner at Crowne Plaza London - Kingston, an IHG Hotel
Responded 26 Sept 2021
Hi Alwanton, Thanks for your review and for bringing this to our attention. I 'm sorry to hear the issue surrounding your reservation. I would like to look into this and have sent you a private message to obtain additional information. Again, thanks for your feedback and our apologies for the shortfalls. Sincerely, Connie D Case Manager IHGService
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DAVID EVANS wrote a review Jul 2021
Surbiton, United Kingdom
2.0 of 5 bubbles
My friend had a book launch for Saturday when we got to the hotel within 10 minutes they had run out of draft beer and lager. They then was serving only bottle of beer which was warm and towards the end of the evening they had run out to spirits also there was no ice. This hotel has been booked a long way in advance they knew how many people are coming and to not cater for it is a disgrace. I certainly would not be holding an event there yours truly David Evans
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Date of stay: June 2021Trip type: Travelled on business
Room Tip: Avoided at all times as for overcharge you for your drinks and also they didn’t have any after 29...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mahmoud Mohamed, Other at Crowne Plaza London - Kingston, an IHG Hotel
Responded 27 Jul 2021
Dear Champagnedave007, Thank you for taking the time to leave us feedback. I am sorry to learn that the level of service received from the hotel fell below expectations. I am certain that the steps that will be taken will improve your next visits with us. I hope to welcome you back! Best regards, Mahmoud Hegazy
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Pete K wrote a review Aug 2021
Chessington, United Kingdom
5.0 of 5 bubbles
We visited Crowne Plaza hotel for business and were impressed by how courteous the Front of House representatives were. The clean, sharp look of the hotel left a good impression and subsequent email correspondence was responded in a timely manner and the request was dealt with directly. A positive experience due to a high level of customer service.
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Date of stay: July 2021
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
5.0 of 5 bubblesService
Trip type: Travelled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mahmoud Mohamed, Other at Crowne Plaza London - Kingston, an IHG Hotel
Responded 7 Aug 2021
Dear PeteK63, Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again. Sincerely, Mahmoud Hegazy
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Answer from Rhonda J
Norwich, United Kingdom55 contributions41 helpful votes
I had the same my booking was cancelled and I called the hotel to ask why and was told a large firm has booked the whole hotel for several months and all bookings from this week forward have been cancelled. Left us with no hotel to attend a wedding its disgusting
Dan wrote a tip May 2023
The Hague, The Netherlands23 contributions2 helpful votes
3.0 of 5 bubbles
"Try floors higher than 2nd floor"
Read full review
Jan W wrote a tip May 2022
New Malden, United Kingdom34 contributions34 helpful votes
1.0 of 5 bubbles
"We never even got to spend the night in this place - my booking was unilaterally cancelled."
Read full review
Malcolm T wrote a tip Apr 2022
Woodley, United Kingdom1 contribution
1.0 of 5 bubbles
"Best to avoid hotel completely as no guarantee that confirmed reservations will be honoured. "
Read full review
Andy A wrote a tip Mar 2022
Stourbridge, United Kingdom3 contributions
1.0 of 5 bubbles
"Think twice. Your booking may be cancelled for no reason."
Read full review
Fuming!! wrote a tip Sept 2021
5 contributions3 helpful votes
1.0 of 5 bubbles
"Best to avoid this hotel group, its not reliable."
Read full review
Not the right property for you?
There are more places to choose from in the Surbiton area.
ALSO KNOWN AS
holiday inn london-kingston south hotel surbiton
LOCATION
United KingdomEnglandGreater LondonKingston upon ThamesSurbiton
NUMBER OF ROOMS
121
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CROWNE PLAZA LONDON - KINGSTON, AN IHG HOTEL - Reviews, Photos

Frequently Asked Questions about Crowne Plaza London - Kingston, an IHG Hotel
Which popular attractions are close to Crowne Plaza London - Kingston, an IHG Hotel?
Nearby attractions include Thames Ditton Miniature Railway (0.7 miles), Surbiton Farmers' Market (0.6 miles), and Coronation Clock Tower (0.7 miles).
What are some restaurants close to Crowne Plaza London - Kingston, an IHG Hotel?
Conveniently located restaurants include The French Table, Hideaway, and Harts Boatyard.
Is Crowne Plaza London - Kingston, an IHG Hotel located near the city centre?
Yes, it is 0.7 miles away from the centre of Surbiton.
Are there any historical sites close to Crowne Plaza London - Kingston, an IHG Hotel?
Many travellers enjoy visiting Hampton Court Palace (1.2 miles), Ham House (3.7 miles), and York House Gardens (3.9 miles).
Does Crowne Plaza London - Kingston, an IHG Hotel have any great views?
Yes, guests often enjoy the river view available here.
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