Holiday Inn Express London - Golders Green (A406)

I booked this hotel back in 2021 for a concert in London at Wembley. I received confirmation emails and had booking numbers to confirm this. I live 3 hr train journey away and arrived in London with a couple of hours spare from delayed trains and transport. I arrived the hotel which took an hour from kings cross planning my day to get to the concert in time. When me and my friend arrived we saw signs saying not open to the public and all the doors shut. We rang the door bell when security answered asking what we wanted. I showed my booking email and he went to get the person working on the supposed front desk. She asked me to show her the email and booking code to then tell us it was shut and had been shut since lockdown two. Lockdown two finished in new year of 2021 way before I booked this hotel. We questioned why they didn’t tell us this information before hand and claimed they had left a voicemail and rang me once. I listened to my voicemails and had none on there and never had one previously. I also questioned why I was able to book it and got told they planned to reopen. This hotel shouldn’t be advertised and able to book until it is officially open. Although we were being told we couldn’t stay they had young children and families running around the reception area and people using key cards to get in being told they’re having work done and they’re the workers. Unsure 5 years are actually allowed to be working but that’s information I got told so what do we know. We were cutting it close to make it to the concert and got told We’d need new accommodation. Finding accommodation for two students is hard enough in London with prices let alone on the day - Wimbledon, Ed sheeran, Hyde Park British summer time and other events caused everywhere to be fully booked or expensive. The lady said she’d find accommodation although saying it wasn’t there fault and it couldn’t be a holiday inn even though it is a well known brand and had good reputation. She gave us a hotel name with space and told us to go there. This hotel was hotel unique. We had an Uber to the hotel which was above a restaurant and looked extremely dirty and unsafe for two women who would be walking there at 1am. It had a padlock gate and a man guessing the manger walking out looking drunk and high which made us feel uncomfortable before entering. We decided it was too unsafe for us to walk back to late at night in an area we didn’t know. Due to thinking we’d be staying overnight we had luggage we needed to store and find trains to commute back to where we live that night and needing to get home from the station early hours of the morning. We had to find a random hotel which provided the best service allowing us to leave our cases and get ready before going to the concert. Overall this hotel inn has ruined my expectations of a well known brand and put me off using this company again due to bad service and lack of understanding alongside not giving us notice before, expecting us to stay

This place deserves zero business going forward, and will definitely not get any of mine on future Wembley visits. I’d booked a single night stay to go and watch a concert in July at Wembley Stadium, the hotel was booked 3-4 weeks ago and they phoned me this afternoon to cancel the booking. Guess what, there’s nothing else available with any of the hotel chains locally on that date as they’ve all now been booked by fellow concert goers. All is not lost though as IHG’s poor guest management has forced me to look at Airbnb, and to my great surprise I’ve managed to obtain a stay in a luxury B&B with secure parking and an EV charger 200 metres from Wembley stadium for £20 more than the Hotel - your loss IHG. I’ve used Holiday inn Express for my business travel for 20 years and this is the first time they have cancelled on me

IHG and Holiday Inn cancelled a reservation yesterday 13/3/23 on is for this hotel that was made in December 2022 for a holiday inn London on April 2nd. No prior warning or arrangement for alternative accommodation was offered after calling the central reservations team following this news. I have been a member since 2018 and I am appalled at this treatment.

Just had a booking for July 2022 cancelled by hotel due to continuing refurbishment. No alternative provided and told to call guest services to make a complaint. Guest services told me that they can rebook me into another hotel but I need to pay the increase in room rate. (Rates in London have doubled since booked) Shockingly bad service all around from hotel to IHG guest services. Please avoid this hotel and IHG brand hotels.

My 13 yr old daughter and I had the same experience as others this summer. Booked the hotel in April and arrived after a very delayed train journey to find that the hotel was not open. Very helpful man at the hotel was very apologetic. He tried to find another IHG hotel for us but nothing was available. Ended up booking into a hotel costing over 3 times the price of the IHG booking (cheapest available at such short notice) and nearly missed the concert at Wembley. Despite numerous exchanges through customer care and reservations at IHG I am no nearer recouping my out of pocket expenses. Just saying sorry does not cut the mustard I am afraid. The reservation should never have been taken and I could have found something else nearer my budget, in a timely fashion. Shocking treatment of potential customers IHG. I have double checked my all my emails and there are none advising me of a cancellation. I have taken to trip advisor in the hope that some actual action will be taken rather than having to respond to standardised responses via email which whilst sympathetic do not help me pay for the hotel I ended up in due to IHG's poor customer care.

Booked in February for 2nd July. Arrived to the hotel being closed. No email or phone call informing me and conveniently unable to get through to customer services to vent our frustration. It's not like affordable hotels are round the corner in London, massively let down by Holiday Inn.

Discusted at company for taking booking and not informingus that hotel is closed and has been for 2 years so should not have accepted booking and taken money. Another group turned up today and they had not been advised either. Disgusting customer care

Received a telephone call out of the blue to say that our booking with Holiday Inn, Golders Green in August 2022 was to be cancelled with immediate effect, without any explanation. The booking was made in October 2021 and was to be a family get together after the Covid Pandemic. Travel arrangements had been made and work commitments rearranged, at cost and now we are left high and dry by this hotel. I did ask for a manager to call me back but they never did. Truly shocking customer relations.