ibis London Sutton Point

I stayed for one night a couple of weeks ago and was pleasantly surprised. The rooms were bright, modern, welcoming, and larger than I expected. Everyone on staff was friendly and very accommodating. Breakfast was the letdown: £24 for two, and it was cold and not very tasty. Still, I’d definitely come back.

After midnight, around 12 a.m., the hotel charged my account for the remaining balance without telling me first or asking for my consent. I had to go down to reception in the middle of the night to find out what was happening. The staff said casually that I had booked two rooms and had to pay for both, as though their failure to assign the second room earlier was my responsibility. Only after I pushed the issue did they arrange that room, at midnight. I had booked two rooms in advance, but at check-in they assigned me only one and charged just half the total. Nobody explained why. I assumed they had no second room available and didn’t make an issue of it then. The overnight charge and the way it was handled left me stressed and furious. It raises serious concerns about billing integrity and felt close to potentially fraudulent billing practices. This was more than a simple mistake. The whole thing felt chaotic and careless, with a severe lack of professionalism, accountability, and proper management. I hope hotel management reviews the incident carefully and takes appropriate action over the financial and service failures.

The rooms were fine, with really good beds. Ours faced the light-well, so it was quiet, and the shower was good too. A few better Ibis signs could have made this a five-star review. Getting there was a mess. We drove from Leeds with family for Christmas in two cars. The parking signs were terrible, and with several hotels or companies sharing the area, all the cameras and warnings of £100 fines were confusing and stressful. We walked the wrong way, then couldn’t find reception, and once there, staff couldn’t find our reservation for three rooms. We took longer than the 15 minutes allowed to pay for parking and got two £100 fines. Merry Christmas. Reception staff said they didn’t drive and didn’t know about the parking, which wasn’t helpful.

I’ve stayed at a lot of Ibis and Accor hotels, and this is probably one of the best. The staff across the hotel were warm, friendly, and helpful, not just at reception. The rooms are recognisably Ibis, but better than most and above average. Breakfast was good and kept stocked. The toaster is awful, though. Please replace it! This was my first stay at the Sutton Ibis, and I’ve already booked more dates. Looking forward to coming back.