Crowne Plaza London - Kingston, an IHG Hotel

We picked here because it is 5 mins from our relatives and it was recommended to me by a contractor who has recently worked on the refurbishment. The refurbishment is to a very high standard, but, some things let it down. Drawers and cupboards where the push open/lock mechanism has already failed, there’s a lack of ventilation for the fridge. I understand hiding the fridge away (some don’t look the best) but when we opened the cupboard it was like a sauna. The fridge worked though. Refurbishments are great to see, but, the room we were in had a draughty window, the air sealing on it is probably knackered on it. Service was good, but, I didn’t expect and inquisition when I asked for extra milk portions, so we bought a pint to put in the fridge. I would be interested to know if the beds are lower in their accessible rooms as my mum struggled to get in the bed due to the height. The beds were very comfortable, but high. We don’t book accessible rooms if we know there is a walk in shower (which there was) but I didn’t think about the height of the bed. We didn’t dine. Personal choice, but I still don’t know how much it would have been to have breakfast. At check in we were advised breakfast wasn’t included in the rate, but we weren’t told the price and it’s not advertised on the flyers. All in all a good stay, good service, good facilities.

Avoid, despite having the trusted brand name above the door, this is a disaster of a hotel and IHG need to take action to fix so many issues. Under staffed Dirty room Pillows felt cheap Stale food in room No breakfast buffet When breakfast was ordered it wasn’t cooked properly Room temperature badly regulated Breakfast room freezing Area around car park filthy and felt unsafe Promised refund of breakfast cost, nothing arrived after 2 weeks and now no response from hotel management when chasing this payment. Will never stay again and despite having positive experience with Crowne Plaza previously, unlikely to use the brand again.

This was our most frequently used hotel until it closed for Covid and then it housed refugees on a government contract for several years. We went just over a week after they re-opened and were a bit concerned what state it would be in, but it has been re-furbished to a very high standard. Excellent IHG Diamond status recognition, in fact above and beyond what they needed to do. The staff and management couldn't have been more helpful, I think if we'd asked them to get Led Zeppelin to reform and perform in the lobby they'd have given it a try. A couple of minor niggles due to them just re-opening that it would be churlish to mention. Will be back at the earliest opportunity.

Where to start.. Don't book here if you can find anywhere with a pillow and mattress - It's absolutely disgusting Here are a list of issues with the room we had 1. Front door kick plate was smashed in 2. Small bedroom door had fist hole through it 3. Cutlery and crockery were filthy and stained 4. Central heating was stuck on 26 degrees 5. Shower didn't work unless you held the button in with one hand 6. When shower did work, temperature went from freezing to scalding (burned my arm and chest) without warning 7. Bathroom sink was blocked and kept filling up 8. Kitchen sides damaged, scratched 9. Sofa was full of whatever previous residents had decided to leave And 10... Under said sofa was a blood-like stain with some a small, yellow pill right next to it which had clearly been there for some time as it was dried on and looked like the sofa was moved to cover it Other than the whole place just being really grubby and for some reason electrical sockets not allowing you to plug anything into properly, those 10 were the clear outliers We discovered this as we moved the sofa to sit down to eat which you can imagine did very little for the appetite All this for a mere £400 for 2 nights We've repeatedly asked for a full refund only to be fobbed off with "The manager isn't here", "We'll call you back later", "Speak to ***********" for the last 2 weeks - not the best way to spend a wedding weekend... Or any weekend for that matter Again, you'd be better sleeping in your car and steering well clear of this place if you plan to stay in the area Shame as there's a nice Gurkha kitchen across the road and view by the river a small walk further down

Three years ago at its previous incarnation (2019) I booked a room for a birthday party. Saw the room and paid a deposit. Then came Covid and in January 2022 I rang the hotel, said that they still had my deposit and I wanted to book the party for May 2022. In March I rang and asked to see the room again and was told it wasn't possible. Then, I got a phone call saying that we could not have the party there at all and my booking and room bookings had been moved to another hotel and did I mind?? Yes, I did mind very much. I had a signed Contract for the do with costings etc. Got in touch with other hotel, price had increased exponentially although I had the Contract. Was told it couldn't be fulfilled as the hotel had changed Hands. Except that it hadn't - still owned by the same people, just refurbished. Rang Citizens Advice and was told my Contract should be fulfilled and to write and ask if the hotel has a disputes' procedure. never got a reply. Rang IHG and an American told me that I had to ring an 800 number - I said but that's in the US and the hotel is in the UK.After around 7 minutes she cut me off. The new hotel told me that they had invited me to change the booking!!!! (No) Then I asked that IF I could find somewhere else would I get my deposit back? Was told yes. To cut a very long story short - did manage to find an alternative, cheaper, more hospitable venue, cancelled the 'new' hotel and got the deposit back 2-3 weeks' later. Except that they never informed us, just saw it on the Bank Account! I used to work in Customer Service and the rating for this total fiasco would rate in minus figures had I had to rate it. A very unpleasant, annoying and upsetting experience,

Had booked Hotel for a special family event in June, booked in advance ages ago. Now told booking has been cancelled with no alternative and no compensation. If this is how IHG treat their Spire (highest level in Priority Club) members I will be booking all future stays with other non IHG hotel brands.