Holiday Inn Express London - Victoria

I have stayed in this hotel at least 6 times in the last 2 years, and have never had cause to complain about anything in general UNTIL THIS VISIT ... The breakfast and free wi-fi were the only good things about this visit...

I booked a double room for myself and my 14 year old daughter.... on 28.8.19 I was emailed by hotel, and asked if i would change my booked room (which was a disabled access one) for another room in hotel, as there was another customer who needed the disabled facilities...I said I was happy to do so, so long as replacement room was suitable for our needs ... HOWEVER the room we ended up in was a small claustrophobic room with a double bed, and no room to move....Also I was unable to keep a window open at night, as the only window was the balcony door, so it had to be closed at night for safety.... when I asked reception if they could resolve anything for us, they just didn't bother....they just shrugged it off, and said that they couldn't do anything to help me...I was really affronted... Also as a final disappointment, my daughter and I had to share same bed.....it was not comfortable for either of us, and a good night sleep was not what either of us got.

Suitable for a one night stopover. It was clean, and staff were friendly. Breakfast was average but inclusive, was only a small breakfast room, have to be early to secure a table. Do not book a taxi via Reception, the driver quoted double the price of what we paid for the same journey on arrival.

It seemed like it was very short staffed. The few times i went down to the front desk, there was only one time someone was there. Each one of them were very pleasant and helpful but if they had to take care of something, they were gone. When i came back from running around town, i was exhausted and my key didn’t work so I went to get a new key, no one was there for 4-5 minutes. Someone came in the hotel behind me and i had to tell him they are probably doing something and they should return. It was a really hot day and the water jug they had at the front desk was empty which made me more thirsty having to wait around. When i checked out around 4 am because i had to take an early train. There was a guy sleeping on the couch in the lobby with a blanket and since no one was at the front desk i thought maybe he worked at the hotel so i waited for a few minutes. I almost got up the nerve to wake him, the person working came out from the back. I never found out who that guy was. The hotel was okay, not the quality i usually get at the Holiday Inn but the staff was at least very nice and helpful. There was one other major problem with paying for an extra night that i wasn’t even there because of plane flight changes. It’s really my fault and not there’s because i bought the deal through Kayak and they could not refund that night even though i contacted them 48 hours in advance. Again not the hotels fault. It was technically mine. I wish they would have worked with me on the refund. Oh well.