Poor customer service - Book elsewhere if you want a secure reservation.
Reviewed 15 September, 2021
Im an IHG Platinum member so I stay in a fair few IHG hotels. Six within the last month or so. This is the second occasion on which this hotel has cancelled my reservation at the last minute. I understand the hotel is being used a COVID quarantine location for overseas arrivals. If this is correct then there is a level of understanding but what I dont get is 3 days before I am due to stay for a reservation made months ago, I get 3 missed calls on my mobile. No message. When I search for the number it says Holiday Inn Wembley. When I call I get no response. The next day I emailed and within 2 mins of receiving an email explaining the hotel is closed - i get a a cancellation via the IHG app. Poor poor service I'm afraid. No excuse for not dealing with an issue professionally and courteously
Terrible customer service
Reviewed 3 April, 2021
I booked the hotel 50 weeks before the date we are supposed to be travelling (the earliest date) as it is the Euros and England are playing.
Last week Holiday Inn decided to cancel my reservation to help prevent the spread of COVID.
Now this seems very suspicious to me!
The hospitality industry has suffered because of Lockdowns etc and you would think that they would be opening as soon as the government agree.
So why is this hotel staying closed until the end of July 2021? Especially when the Euros are on and due to supply and demand they are able to charge peak prices during the period the hotel has chosen to be closed.
This is a large group/chain and I would have expected them to offer me an alternative, but they simply advised that "as a Platinum member and valued guest they realise that I have many choices". I dont have many choices now - a similar hotel is now in excess of £400. I was using my points for the Holiday Inn, so now I have to find £400 from somewhere.
I have emailed them and no reply. I messaged them on Facebook, they told me to call them, so I did, but then I got cut of while I asked if they could honor the reservation by booking a room in the next nearest hotel, ie Ealing and allow me to use my reward points.
Really disappointed with IHG
Don't Bother, save your money!
Reviewed 6 November, 2020
Going to keep it short and simple. No Room service, no communication between reception and breakfast people both told me and my partner opening and closing times were different with no clarification on what those times actually were. No cleanliness, my cousin came for a visit (not during lockdown) and they said he could not come to the room I paid for, went downstairs to bring my cousin up. Stayed for 3 weeks before moving to a hotel opposite. The moving out into another hotel was the best experience.
Reviewed 15 August, 2020
This was our first opportunity to take a short break during these uncertain times.
My wife and myself were celebrating our 26th Wedding Anniversary and with everyone heading to the coast, we thought we'd take the opportunity of a City Break.
The Holiday Inn Wembley is always welcoming and well run, it always was clean and well presented, so at present it ticked all the boxes.
We took advantage of the fantastic nightly rate of £46, unbelievable for such a well placed hotel, with London Designer Outlet right on it's doorstep.
Parking was easy, as there were only a couple of vacationers staying at the Hotel, the rest made up of NHS students and a Communications Group.
Parking cost us £18, arriving 1500 on the Monday and leaving 1300 on the Wednesday.
Breakfast was fantastic, again good offer and extremely clean and hygienic.
We went down just before 0900, so all the workers had left, leaving literally myself, my wife and our daughter alone in the restaurant to have food!!
The team at Wembley were fantastic and recognising it was our Anniversary, treated us to desert, bubbly and a lovely Card signed by the team on our last evening.
A real big shout out to the Front Desk team, along with Colin, Christina and the F8B Teamin the restaurant who looked after us so well and made us feel more than welcome and more importantly very safe :)
Not only will we be returning as a family, i will also be returning with work when this madness is over.
Not as good as the others
Reviewed 12 June, 2020
Stopped here last Wednesday. Was a bit disappointed, the man on reception was rude the way it had been set out key workers was poor and scruffy, your other hotels some above this one. Couldn’t even get bottled beer from the room. No room service menu, I’ll be avoiding going forward