Holiday Inn London Heathrow - Bath Road by IHG

We booked at the last minute because of flight problems and were surprised by how good it was. The room was clean, the bathroom had nice toiletries, and we had a cool view of planes taking off over the runway. It was about a 10-minute taxi ride to the airport. There's a shuttle too, but it didn't seem to run very often. The restaurants downstairs and the bar area were great. They have a good pizza place, and we ordered pizza to take back to our room. That worked out better because the room menu only had two or three options.

The rooms were very comfortable and clean, and the breakfast was fabulous. Julinda gave us great service. At dinner we had delicious, good-quality pizza, and a gentleman whose name I didn't catch lent my husband a lighter. We'd definitely stay again. Great value for money for London. For reference, a taxi from terminal 2 cost £15 and was quick and convenient. Uber quoted £20, so a taxi worked out better.

Dear Guest Relations Team, I want to share both praise and a concern about breakfast this morning. As cabin crew, I know how demanding customer-facing jobs can be, and I try to treat staff with patience and understanding. That's why discourteous service is especially difficult for me to overlook. The restaurant was mostly empty when I arrived. I was the first of four colleagues, and I asked Meme if I could sit at a table for four until the others arrived. She kindly said that was absolutely fine. A few moments later, the host came over and told me, in what felt like an abrupt and authoritative manner, that I couldn't sit there alone and had to move to a small table in the corner. I explained politely that my colleagues would be there soon and that I'd already checked with Meme, but the host still insisted I move. The way she spoke was what upset me. She seemed cold from the start and didn't acknowledge my cheerful “Good morning”. Her tone felt dismissive, unfriendly, and unnecessarily confrontational. My colleagues arrived just then, so the issue ended there, but I was left feeling uncomfortable and unwelcome. That's disappointing for a hotel of this standard. Meme's kindness was a complete contrast. She was warm, professional, accommodating, and eager to help from the beginning. She looked after our table attentively throughout breakfast. I felt she had noticed my discomfort and made a special effort to make sure we were cared for. She showed the sort of hospitality guests remember, and she's a credit to the hotel. Please recognize her excellent service and pass on my sincere thanks. I hope the concern about the host is taken constructively. I believe she could benefit from more customer service training, especially around communication, courtesy, and engaging with guests. No one should feel spoken to in such a dismissive or intimidating way. Meme's professionalism and kindness turned what could have been a very negative experience into one I remember much more positively. Thank you for reading my feedback. Yours faithfully, -Ms. Hong

We were flying from Heathrow the next day and stayed for one night. The room was big, comfortable, and had everything we needed. At breakfast, Dalject and Julinda were excellent and made my little girl so happy. They even got her some pancakes, and the food tasted good. They were really attentive. We'll stay again.