Holiday Inn Express London Victoria

"It pains me to write a negative review but having tried to resolve an issue for over a month now, I feel I have no choice. The location of this hotel is brilliant for the theatre etc, however, that’s as far as the positives go unfortunately. The rooms are tiny and the air con doesn’t work which results in you having to leave the windows open meaning you can’t sleep due to the noise in the street. Walls are paper thin to the point you can hear conversations in the next room. The room was dirty and in need of a lot of upgrading. The toilet pan was filthy and yellow stained and the rooms have never seen a duster. I should say at this point I was there with my daughter for her birthday and didn’t want to stand at a desk airing these issues in her presence so I used the chat function for ihg guest relations, was given a ref and told it would be deal with. I mentioned in passing to a receptionist at the hotel who acknowledged receipt and said the manager would be in touch. I never got the call from management. He waited until I’d checked out and sent a very rude email saying they can’t do anything after the event and that was the end of it. I did call and speak with a manager and have never been treated so poorly in my life. I shared photos of what I had witnessed and despite him agreeing this was unacceptable, he told me we all make mistakes, he’s sure I do too and stated all I wanted was money! I’m absolutely appalled at the lack of empathy. I want to escalate this matter but he told me he’s the manager and there is no one senior to him that I can raise it with. I’ve written numerous times and have called the hotel 25+ times now leaving messages for the manager call to bring this case to a suitable resolution but they advise he’s out and will call me. It’s clear I’m being avoided as that’s been going on for over a month now. Very disappointed as the hotel has the potential to be great with the location etc but cleanliness and rudeness of staff let it down. If guest relations read this, please reach out as it seems impossible to resolve with the hotel and will deter me from using ihg again if it’s franchise based and left to the hotel manager to resolve when they are clearly not interested."

"Rina the breakfast host was exceptionally welcoming and created a marvellous atmosphere, looking after all the guests"

"Great location Rima at breakfast was fantastic give her a raise how positive and friendly she was thank you"