Ilford Hotel Goodmayes

Jerry made my stay unforgettable. His warm welcome and professional manner made me feel valued from the moment I arrived, and check-in was smooth, efficient and handled with real care. His friendly attitude and calm confidence left a great first impression. He's an outstanding receptionist and a real asset to the hotel.

The room was huge and comfortable, and Ilford Hotel is conveniently placed for transport links and nearby shops. Staff were generally friendly, and the price was reasonable. But housekeeping really let the stay down: the room was barely cleaned, the beds were made badly and all they did was empty the bins. I asked for proper cleaning, but it still wasn't up to standard. Cleanliness needs to improve.

After asking to speak to the manager, I was told they weren't available. I felt disrespected and accused of messing up a toilet that had clearly not been cleaned before I checked in, simply for asking for proper cleaning and service after paying for five nights. The whole situation was disgusting and unacceptable. I took photos at 19:48, when I noticed the mess. I arrived at Ilford Hotel Goodmayes at about 19:05 after an Uber drop-off. The room I'd reserved and paid for was supposed to have a fridge, so I asked reception to confirm mine had one. He said he'd check, then after about 20 minutes and an inquiry, changed my room because the one originally assigned didn't have a fridge. Once I got to the room and put my things away, I went to wash my hands and found the toilet lid closed. When I lifted it, the toilet was messed up. I went straight downstairs and politely asked the receptionist to come see. He came up, took a picture, flushed it, and said it was fine to use. I told him flushing didn't disinfect it and asked whether toilets were only flushed, not cleaned, between guests. He said it could have been a mistake. When I asked him to arrange a proper cleaning, he argued and said he couldn't do anything. He said there was no cleaning staff that night and he'd raise it in the morning. I said the toilet should have been checked and cleaned before the room was given to a guest. He then cut some toilet paper and wiped the seat. Sarcastically, he said I was complaining even though I'd been given a bigger double room. I asked if I'd complained about the room itself. He became rude, ended the discussion, and told me to use another hotel toilet until morning, when they would clean the one in my room. I said I wouldn't do that. Less than ten minutes later, he came back and said camera checks showed I was the only person to enter the room, and that I'd been there two hours before reporting the issue. I hadn't even been at the hotel for an hour. I asked if he was suggesting I had messed up the toilet, and he repeated that I was the only person who'd entered the room.

I'm an electrician who works away from home, and when you're away you need somewhere decent to stay. This hotel is very clean, has lots of amenities, and the staff are friendly. Ejaz, who works the evening desk, especially stood out. I'll definitely stay here again when I'm working near Ilford.