Crowne Plaza London - Kingston, an IHG Hotel

Standard budget hotel located close to car showroom with repair workshop. Was not too noisy but our view was looking onto the roofs! The river was close by just across the road but was visible from the lobby.

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,

We have just had confirmation of booking to celebrate our 25th wedding has been cancelled. Also had a booking for 9 rooms cancelled in July. Called customer relations and basically to tough. I have events booked in July and am looking at double the price now do to late cancellation. If this the way they treat their hold members then they deserve to go out of business. Will never use IHG again

If you don't want a stressful wedding then I suggest you DO NOT make your wedding venue Kingston Crowne Plaza. We booked Kingston Crowne Plaza a year in advance and today (a few months before my wedding) they email us saying that someone has 'exclusively booked out the hotel?' which means that we can no longer hold our wedding there..... They claim that this 'person' or 'company' has booked out every single room in the hotel? Yet for some reason, I can book a room online for the same date? My mum kept asking them to just give a small explanation as to why my wedding couldn't be held despite booking OVER A YEAR in advance and paying a deposit. They could not give a valid reason. All I can say is that they have caused me and my family a lot of stress and pain. My mum asked to speak to the senior manager and they refused, making out she was unavailable and then telling us eventually that her employment had been terminated. They said that they can't and wouldn't even bother calling up any of the other Crowne Plaza's to see if they could accommodate us and that we have to sort it out ourselves. AVOID AVOID AVOID! They are so extremely unprofessional and as a bride this is supposed to be a happy time for me but they have made it miserable. These people are unreliable so don't waste your money by booking. If you look at all of the reviews, the amount of people's weddings that they have canceled is ridiculous!!! This hotel needs to be closed.

Like so many others I booked well in advance only to have my room (booked for May) cancelled this week because of a ‘temporary closure’. A quick check online reveals that they have taken a block booking a turfed all existing bookings out. This is disgusting behaviour made worse by the fact that they lied to me about why they have cancelled my booking. No compensation, just a straight cancellation.

Three nights booked in January for stay in June. Confirmation received. Today received cancellation! No explanation no apology and no alternative offered ! Tel to speak to someone told a large party booking had been extended, how can this happen when rooms already booked to others? Tel another number given and was told hotel closed !?! Asked why and the man hung up on me !! Fabulous service , would love to know the real reason