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“Lack of attention to detail in this property”

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Holiday Inn Express London - Victoria
Ranked #621 of 1,069 Hotels in London
Austin, TX
Level 6 Contributor
396 reviews
109 hotel reviews
common_n_hotel_reviews_1bd8 223 helpful votes
“Lack of attention to detail in this property”
Reviewed 2 April 2013

Let me preface this review with "I am a spoiled American". That says alot about me :) My complaint about this hotel is the lack of storage, amenities and the lack of attention to detail.

When I arrived, I was recognized for my platinum status and they said "we have reserved our best room for you".

I stayed in this hotel for 10 nights while visiting London for business. First of all, what struck me really odd was this was the smallest hotel bed that I have ever slept in. Most of my travel is in the US, so this may be a shocker to other Americans. When you book a room here, if there is more than one of you, you need to be sure you book a double. Otherwise you get a single, which as a twin sized bed. The quality of the bed itself was very poor. It craters when you sit or lay on it.

Being on a trip for 12 days means I had a lot of clothes with me. There is no where to store you clothes in this room. Not only is it 1) very small, but 2) there is no storage for your things. No space in the bathroom for your stuff. The "closet" thing only had 6 hangars. I had several suits with me, which presented a problem in trying to hang them all. The room also has no iron if you want to freshen up your clothes. The hangars are attached to the closet thing, so you cannot even take them to the bathroom and try to steam then while showering.

There is a two tier narrow shelf on the wall where the tv is. I ended up folding up my clothes and stacking them there.

The bathroom has no electric outlet in which you can use for your hair styling tools. As a matter of fact, the hair dryer provided by the hotel is in the bedroom next to the TV. So if you want to style your hair with hot tools, you have to do it in the bedroom. I guess that is for the best since the counter-top is so small there isn't enough room to put a hair brush and straightening iron.

There is no coffee pot in the room either, but they do provide a kettle. The one in my room was not only filthy (obviously not been cleaned), but apparently it also was broken. The insides of it had some kind of fungus growing on the heating element which was exposed. Anyhow, I asked for a new "non-disgusting" one, and they did provide me with one. You use that to heat up water for your instant coffee.

If you want to watch TV, it is about the size of my laptop screen. The remote they gave me was broken and missing the battery cover. After 4 days of that I asked for a new one, which was provided. There are tons of porn stations on the TV which I found offensive. The selections for channels are not all that great. I was glad I brought some DVDs with me.

The housekeeping did keep the room clean, but there was obvious lack of attention to detail there as well. One day I came in to a huge bag of trash on my bed. After the second day they stopped giving me facial wash cloths (which for some reason are disposable here). There were a couple of days that they took the towels that I used (which was not all of them) and did not replace them. In the 10 days I was there, I did get a newspaper twice (also strange). This hotel also does not provide shampoo, conditioner or lotion as do typical hotels. They have some large soap dispensers next to the shower and sink (the kind that are in public restrooms). I think the soap was ok quality, but I wouldn't use it to wash my hair. I ended up going to a pharmacy and buying shampoo, conditioner, facial cleanser and lotion.

There is no thermostat in this room, and the property does not have air conditioning. I was there while it was snowing, and I found the temperature pretty comfortable, but this may be bothersome to some people.

Just about the only amenities on the property is the free breakfast and the bar in the lobby. They also have a computer there that you can use if needed. The breakfast room did not open up early enough for me to take advantage of it and get to the office on time, so I cannot comment much about that. The bar area is nice and I thought was reasonably priced.

There is no fitness center here. I was pretty disappointed about that, but you can choose to use the tube via Victoria station for a half mile of walking in each direction as opposed to Pimlico which is only about a tenth of a mile.

I saw some people complain about the location of the hotel, but I liked the location. It seems like a residential area with lots of other small boutique hotels. I found it to be pretty quiet for the most part and within convenient access to the tube, bus stations, convenience / food stores, and restaurants.

If you are not a spoiled American like me, you may like this place. It is clean and safe, just nothing more than that.

  • Stayed March 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank tripcasey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelServiceTeam, Guest Relations Manager at Holiday Inn Express London - Victoria, responded to this review, 9 April 2013
Dear Tripcasey,

Many thanks for taking the time to share such a detailed review of our hotel. All reviews are truly valuable to us as they help us understand our guests’ experiences and help us improve our services. I am glad to have the opportunity to personally address the issues you have pointed out.

Firstly, let me thank you for your loyalty to our hotel and to our brand as a Priority Club member. As a Platinum Elite member you are obviously familiar with the IHG family and brands, however, it appears that you may have some what confused the facilities at Holiday Inn and Holiday Inn Express, as Holiday Inn Express is the budget arm of Holiday Inn, which is the core brand.

Holiday Inn Express is designed for short stays as opposed to our sister brands, Holiday Inn, Crown Plaza or Intercontinental. In this sense, some of the issues you have brought up, such as not having a gym onsite or providing instant coffee rather than a ground coffee maker in the room, are dictated by our brand standards.

Our hotel complies with the European brand standards. There is a fine line between what we can add on, and what would go against the standards.

Shampoo and gel are provided in a dispenser inside the shower; however, we do not provide individual bottles. Iron and boards are available from reception on request.

The temperature in the room can be regulated from the thermostat on the radiator itself. It was unfortunate that the reception was not contacted in this regard, as we could have assisted you in changing the temperature and explaining the use of the device. The hangers in the wardrobe can also be removed easily, had we had the chance, we could have demonstrated this to you. The hairdryer was installed in bed room purposely for safety reasons.

With regard to the television channels, please note we receive the free to air channels that all households in the borough of Westminster obtain. We have a selection of over 100 channels to chose from, including news, music and documentary channels.

All in all we are, as other reviewers have very accurately described, a no-frills bed and breakfast hotel. We pride ourselves in providing a friendly service and comfortable stay in a convenient location in the centre of London. However, we do not offer the facilities and amenities of a full service hotel like our sister brand Holiday Inn .

On a more positive note I am glad to read that you found the room clean and safe and, our Pimlico neighborhood convenient. If you would like to discuss this further please do not hesitate to contact me in person.

Many thanks again for your review.

Kind Regards,

Ehab Ezeldin
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Rating summary
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  • Cleanliness
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Nottingham England
Level 6 Contributor
299 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 92 helpful votes
Reviewed 30 March 2013

This is a no frills hotel but run very well. Staff are great very helpful and friendly. Rooms spotless if a little small. Breakfast is complementary but a perfectly acceptable start to the day. Good location and easy to find. It was not too noisy either - one of the main problems with London hootels.

  • Stayed March 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sarahweb1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, UK
Level 6 Contributor
213 reviews
89 hotel reviews
common_n_hotel_reviews_1bd8 76 helpful votes
Reviewed 27 March 2013

Belgrave Road leads down from rear end of Victoria Station (Coach and Railway Stations) to Pimlico and it has residential buildings from the 19th century. Some are now flats and some, like this Holiday Inn, have been converted into small hotels or offices. But the conversions are discreet from the outside and the overall appearance of the street has not been spoiled.

We had to change our reservation at the last minute and postpone for 5 days our planned stay. The reception staff were very helpful in doing this. We got the early check in we wanted.

We had room 301 at the back. It was very small but the double bed was adequate and comfortable. Sufficient clothes storage space. The bathroom had a walkin shower. Plenty of towels. Soap was liquid dispenser type, so you need to bring a bar of soap if you prefer that.

There was a kettle and cups, with 3 types of sugar but no tea or coffee that we could find.

We did not eat in the hotel so cannot comment on the breakfast. We were given complimentary bottled water on arrival.

There are no restaurants in Belgrave Road that we could see, and you need to walk up to Buckingham Palace Road and Ebury Street to find fashionable places to lunch

  • Stayed March 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank travellertopoland2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelServiceTeam, Guest Relations Manager at Holiday Inn Express London - Victoria, responded to this review, 28 March 2013
Dear Travellertopoland2,

Many thanks for sharing your review and pictures of our hotel. We are delighted to read that you found the room comfortable and staff helpful, that’s what we like to hear!

We are glad that you found our Belgrave Road interesting. We are one of the few Holiday Inn Expresses located in a protected Victoria building. We like to think that we capture the soul of London, where history meets hospitality.

On another note, please accept our apologies for failing to notice that the tea and coffee were not replenished. But I am glad this did not affect your overall stay.

We look forward to welcoming you back should your travel plans bring you to London.

Kind Regards,

Ehab Ezeldin
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Aberdeen, Scotland, United Kingdom
Level 2 Contributor
6 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 25 March 2013 via mobile

Stayed here for a couple of nights with my boyfriend as we were going to a concert and it was next to the underground station we needed. Rooms were small but I think this is the case with all of the hotels on the street as the buildings are an older style. The room was spotlessly clean and fresh towels were provided everyday. Breakfast was good with a wide variety. As soon as we arrived in the morning, a few hours before check in, we were given a place to leave our luggage and the lady at reception gave us a map and supplied us with information for everything we wanted to do. Staff were very friendly and helpful.

  • Stayed March 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Stacy M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelServiceTeam, Manager at Holiday Inn Express London - Victoria, responded to this review, 27 March 2013
Dear Stay M,

A BIG THANK YOU from all the team for your review!

We pride ourselves as one of the cleanest hotel in the area and thank you for acknowledging this. We do anticipate our guests need and prepare ourselves to fulfill those needs. I am glad that the map we provided and luggage storage you found helpful.

I am grateful for your warm comments about the staff. You’ve made our day!

Many thanks once again, and should you plan to visit London again please don’t forget we are here to welcome you back!

Kind Regards,

Ehab Ezeldin
Guest Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
ENGLAND
Level 3 Contributor
24 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 25 March 2013

My wife and I have just spent our second week end at this hotel and can honestly say its rooms are fresh and vary clean. the towels are changed each day The staff are friendly and very helpfull. The breakfast is limited but enough to give you a good start for the day.the lady in the breakfast room was very helpfull as was the staff at the front counter. we plan on saytng there again .

Room Tip: If you are a light sleeper and are bothered by traffic noise ask for a room on the back.
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  • Stayed March 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Victor C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelServiceTeam, Manager at Holiday Inn Express London - Victoria, responded to this review, 27 March 2013
Dear Taffyduck_9,

We are grateful for your repeat visit.

We warmly welcome your comments about the staff. I will pass on your comments to all the team. A great way for us to kick off the Easter period! THANK YOU!


Kind Regards,

Ehab Ezeldin
Guest Service Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bournemouth, United Kingdom
Level 5 Contributor
49 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 23 March 2013

Staff all very friendly and helpful especially lady in breakfast room. Bedroom was very tiny but ok for an overnight stay, bathroom good, nice new towels, room clean. Breakfast plentiful and like the hot food now served.

Room Tip: Probably a good idea to book a family room so you get more space.
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  • Stayed March 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Saz500
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelServiceTeam, Guest Relations Manager at Holiday Inn Express London - Victoria, responded to this review, 26 March 2013
Dear Saz500,

Thank you for your review. I am pleased to read that you enjoyed your stay and found the room clean and breakfast plentiful. We will be sharing your comments with the staff who will be delighted to know that you found them friendly and helpful and their hard work appreciated.

Thanks again for your review. We look forward to welcoming you again soon!

Kind Regards,

Ehab Ezeldin
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
mississippi
Level 5 Contributor
85 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
Reviewed 18 March 2013

We had a large college group stay at the hotel.The staff was very nice and accomodating.

the rooms are nice (small) and clean. Several people complained of it being warm but opening the window would solve that problem as there isnt a/c.

would i stay there again? yes, its convenient to a subway station, etc.

  • Stayed March 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank popedaddy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelServiceTeam, Guest Relations Manager at Holiday Inn Express London - Victoria, responded to this review, 26 March 2013
Dear Popedaddy,

Many thanks for leaving your kind review on tripadvisor. We are very pleased to read that you found the rooms clean and the staff accommodating.

It’s great to read that you’d stay here again; we will be delighted to welcome you back!

Kind Regards,

Ehab Ezeldin
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 Express London - Victoria

Property: Holiday Inn Express London - Victoria
Address: 106-110 Belgrave Road, London SW1V 2BJ, England
Phone Number:
Region: United Kingdom > England > London > Pimlico
Amenities:
Business Centre with Internet Access Free Breakfast Wheelchair access
Hotel Style:
Ranked #621 of 1,069 Hotels in London
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Holiday Inn Express London - Victoria 3*
Number of rooms: 52
Official Description (provided by the hotel):
Welcome to Holiday Inn Express London-Victoria. This central London hotel offers well appointed en-suite rooms with shower, satellite TV, direct dial telephone, hair dryer, in house pay per movies, bar, breakfast room, High Speed Internet Access also available at charge. Whether you are here on a short business trip or to explore the 'Sights and Sound' of London, this 'Budget Hotel' is perfect for both occasions. The hotel is ideally located for any one travelling to London via Gatwick Airport or Heathrow Airport. London Gatwick airport is just 35 minutes from London Victora where as London Heathrow is 15 minutes by Heathrow Express to London Paddington station from where the hotel is a short journey by underground or taxi.Closest Rail link: London Victoria Station. Closest Underground Station: Pimlico Underground Station. Closest Coach Station: London Victoria Coach Station. Closest Attractions: Tate Art Gallery, Buckingham Palace, Houses of Parliament, Westminster Abbey, Big Ben, Trafalgar Square, Piccadilly Circus, West End Theatres & Shopping. Accommodation: Twin bed rooms with two single beds for max. 2 adults and double rooms with a double bed and a sofa for max. 4 adults or max. 2 adults and 2 children. Nearest Underground Station - Pimlico ... more   less 
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Also Known As:
Holiday Inn Express London-Victoria Hotel London

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