Holiday Inn Express London-Epsom Downs by IHG

Jess was especially lovely when I checked out. The whole team was welcoming, professional, and quick to help, and they really made me feel valued. My room was spotless, comfortable, and carefully set up. I had a fantastic stay and would gladly return. I’d happily recommend this inn to others.

The breakfast room was clean and well organised, and the included Express Start Breakfast had the usual hot choices like sausages and scrambled eggs, plus cereal and pastries. The coffee, unfortunately, wasn’t good. The hotel is reliably clean and comfortable in both the rooms and public areas. The beds are comfortable, the blackout curtains work well, and staff are friendly and responsive. On the rare occasion housekeeping misses something, it’s usually sorted quickly.

The 24-hour pizza service was a highlight for me. Check-in was easy, the staff were friendly and helpful, and the hotel was really clean. They’d provided everything I could need. I had an amazing stay and would definitely recommend it.

My card was fraudulently cloned, and someone used my name to make a booking here. Within an hour of the fraudulent transaction, I asked booking.com to request a refund directly from the property. The hotel replied with just “REJECTED” and no explanation. I then called and spoke to the assistant manager, who was very rude, referred me to the terms and conditions, and said it was up to booking.com. booking.com assured me the hotel could easily confirm the request. Those terms weren't something I signed up to, since a fraudster made the booking. The hotel also hasn't replied to booking.com in writing. The service and conduct were absolutely shocking, and very surprising.