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“Poor booking system”

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Holiday Inn London-Kingston South
Ranked #1 of 2 Hotels in Surbiton
Reviewed 20 October 2013

Modern, fairly characterless hotel facing the Thames. Staff are helpful.
The hotel group has a very poor system for booking - staff blame the central booking system for the complexity & poor online booking system, they also seem to deny any previous telephone contact when confirming booked details, even after several telephone calls.. Rooms are clean but on the small side. Nice bathrooms which have a good shower. Very small wardrobes. Not very helpful to foreign customers

  • Stayed: September 2013, travelled as a couple
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Thank FromtheEast
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn London-Kingston South, responded to this reviewResponded 4 November 2013

Dear FromtheEast,

Thank you for taking the time to provide feedback on your stay. It is regrettable to see your experience in booking your reservation prevented you from fully enjoying your time at the hotel. We have shared your comments with the staff and we’re confident the necessary adjustments will be made, in order to achieve complete guest satisfaction.

Thank you again for your comments, we look forward to serving you in the future.

Sincerely,

Adrian D
Case Manager
IHGCare

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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451 - 457 of 661 reviews

Reviewed 16 October 2013

Full when I stayed so no upgrade unfortunately. Very nice standard room, great toiletries. Ate dinner in the bar...well England were playing Poland! Very good food, reasonably priced. Excellent staff and a great breakfast with quality ingredients. One downside, the car park is 160 yards down a small road, if it was raining you would get wet very quickly! Overall very impressed and highly recommended. There are some rooms with balconies over looking the river, they would be a good bet I'm guessing.

  • Stayed: October 2013, travelled on business
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Thank teejaybeeBristolUK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sumit V, Front Office Manager at Holiday Inn London-Kingston South, responded to this reviewResponded 5 November 2013

We are very happy to hear you enjoyed your stay at Holiday Inn, Kingston South - a memorable night for football lovers.

Our car park is situated a bit further down, but not more than a minute walk. Our staff will be more than happy to assist you to your car in case it is raining heavily.

TeejaybeeBristolUK, you are a highly valued guest and I thank you for taking the time for your valuable feedback.

Please do not hesitate to contact me directly, if I can be of any future assistance. I am looking forward to welcoming you again to the hotel in the very near future.

Yours sincerely

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Reviewed 2 October 2013 via mobile

Great value for money, they offered us a good deal for our party of 24 in the restaurant on a Saturday night. Good food choice, well cooked and presented, diligent staff, although we had to ask them to top up the wine. 2nd celebration we have arranged here, great place to entertain! Will be coming back!

  • Stayed: October 2013
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Thank PatC44
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sumit V, Front Office Manager at Holiday Inn London-Kingston South, responded to this reviewResponded 5 October 2013

Dear PatC44,

Thank you very much for taking the time to provide us with a review for the Holiday Inn London-Kingston South, this enables us to further improve our services to the standards our guests expect.

I was delighted to read that you enjoyed holding your event in our function suite. I am sorry that you had to ask for your wine to be replenished.

PatC44, you are a highly valued guest and I thank you again for your valuable feedback. Please do not hesitate to contact me directly, if I can be of any future assistance. I am looking forward to welcoming you back to the hotel in the very near future.

Yours sincerely

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Reviewed 30 September 2013

A little off the beaten path but works great for one night or a week. Easy access to shopping in Kingston, half hour to Heathrow, great restaurant. Staff is accommodating and even the trainees are well informed. Restaurant does great Indian and British fare. Good wine list too.

Room Tip: Go for the executive suite with the view of the marina
See more room tips
  • Stayed: September 2013, travelled on business
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Thank Pcmcgrew
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sumit V, Front Office Manager at Holiday Inn London-Kingston South, responded to this reviewResponded 5 October 2013

Dear Pcmcgrew,

Thank you very much for your positive feedback on TripAdvisor. I am glad to see that you have enjoyed your stay at the Holiday Inn London-Kingston South.

Pcmcgrew, you are a highly valued guest and I thank you again for your valuable feedback. Please do not hesitate to contact me directly, if I can be of any future assistance. I am looking forward to welcoming you back to the hotel in the very near future.

Yours sincerely,

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Reviewed 29 September 2013

Stayed here for one night over the weekend.

The hotel itself is OK quite new, good design trying to be a bit funky but there are issues. Firstly the rooms. These are very small, the en suites can only fit one person in at a time - not good when you have to get 'in and out' quickly for an evening! One big problem, why or why do these big chain hotels always have the air con on freezing when you enter! We aren't in the mid west or the desert - this is England in the autumn for Pete's sake!

In the end we gave up on trying to adjust the temperature before we slept despite the clear instructions. The only choice was to turn the darn thing off and fortunately it wasn't too cold through the night.

The beds are also small, only 4'-6" (1.35 metres) wide. Even though we aren't that big surely hotel chains as big as this could go for king size as a standard? Also, the duvet just about covered the top of the bed and nothing else. You had an option of pillows which was good and we went for the firm - which were quite soft so goodness only knows how soft the soft were!

You get free car parking which is a plus in this part of town but beware, the car park is a good walk out the back of the hotel - about 200 to 300 metres away, not good in the rain!

The breakfast choice was very good and well presented. The staff were very attentive and cleared plates away quickly and topped up coffee and tea without the need to ask. The cooked breakfast was fresh and good quality - beware the very hot plates! Burn't my fingers along with other guests and quickly recommended to other guests to use a serviette to protect yourself!

Overall, for £154.00 per night I think you would be better off trying to find a local good quality Bed and Breakfast. These big chains just 'suck you in and spit you out' without really caring or bothering about their customers.

Room Tip: The best rooms seem to be on the front of the hotel that have views over the river Thames.
See more room tips
  • Stayed: September 2013, travelled as a couple
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Thank Jonathan L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn London-Kingston South, responded to this reviewResponded 15 October 2013

Dear Jonathan L,

Thank you for your candid review. It is our goal to consistently provide superior service and accommodations at our hotel and your comments are very important to us. We are sorry you were not fully satisfied with your room accommodations. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve.

If there is anything you need next time you stay with us, please do not hesitate to contact the Manager on Duty.

Sincerely,

Connie D
Case Manager
IHGCare

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Reviewed 17 September 2013

We only stayed here for one night, our wedding night. We stayed in an executive room which was lovely, bed was very comfy, bathroom immaculate and we had a lovely big balcony with views of the river. Breakfast was ok, we were a bit hungover so didnt eat much but what we did have was fine. Staff were helpful in calling us a cab next morning and check in and check out was quick.Would stay again.

Room Tip: ask for a room with a view of the river
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  • Stayed: August 2013, travelled as a couple
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Thank jadelondon25
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sumit V, Front Office Manager at Holiday Inn London-Kingston South, responded to this reviewResponded 12 November 2013

Dear Jadelondon25,,

I am very pleased to hear you enjoyed your stay here at Holiday Inn, Kingston-South and you chose our hotel for your very special occasion.

Your feedback is very important to us and you are a highly valued guest. We hope to welcome you again at our hotel in the very near future.

Kindest regards
Sumit

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Reviewed 16 September 2013

We stayed at here on Saturday 14th Sept which we booked for our anniversary. When we arrived we were very pleased to find we had a lovely room, with separate lounge area, and a large balcony over looking the river, the room was very clean, modern and décor was lovely, staff were very friendly and helpful. In general this is a lovely hotel, we definitely plan to stay here again.

  • Stayed: September 2013, travelled as a couple
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Thank Lisa B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sumit V, Front Office Manager at Holiday Inn London-Kingston South, responded to this reviewResponded 12 November 2013

Dear Lisa,

I am very pleased to hear you had a nice time for your anniversary at the Holiday Inn London, Kingston-South.
We hope to welcome you again in the very near future.

Kindest regards

Sumit

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Holiday Inn London-Kingston South

Address: Kingston Tower Portsmouth Road | Kingston Tower, Surbiton, Kingston upon Thames KT6 5QQ, England
Phone Number:
Region: United Kingdom > England > Greater London > Kingston upon Thames > Surbiton
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Surbiton
Price Range: £56 - £172 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Holiday Inn London-Kingston South 4*
Number of rooms: 121
Official Description (provided by the hotel):
Welcome to Holiday Inn London Kingston South, a contemporary and stylish hotel for Kingston, perfect for guests staying for work or pleasure, within easy reach of central London, the M25, A3, M3 and Heathrow airport. Overlooking the River Thames, one mile from Surbiton station this Holiday Inn Kingston hotel is the perfect base for many major events including Hampton Court Music Festival, The Derby at Epsom, Wimbledon Tennis Championships, Hampton Court Flower Show and Twickenham Rugby. For a great family get away Chessington World of Adventures is close by and Kids stay and eat free at the Holiday Inn London Kingston South. Seven function rooms seating between 10 and 250 delegates make the Holiday Inn Kingston South hotel ideal for conferences, corporate events, social gatherings and weddings. Each room perfectly suited for all your needs with air-conditioning and wi-fi to ensure your event is a success. For a great night s sleep each one of this Kingston hotel s bedrooms includes a pillow menu with choice of five different pillows for your extra comfort. Air conditioning, the latest flat screen TV s, free high speed internet access. Other facilities include accessible accommodation, business support, Restaurant, 24hour in-room dining, No.8 Bar & Lounge, on-site parking and fitness suite. ... more   less 
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Also Known As:
Holiday Inn London-Kingston South Hotel Surbiton

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