Holiday Inn Express London - Excel

The reception service was the worst part of our two-night stay. Nobody asked how things were going, gave us any information, or made us feel like more than a number. It felt like they were reading a script and mainly focused on charges. As an ex receptionist in Premier inn, I wouldn't have dreamed of treating guests that way. The first night was quiet, but the second was awful. People across the hall banged doors and shouted until 3am, keeping our 7 year old awake. The room itself was standard for a Holiday inn, though we found random socks under the bed, so housekeeping should check there. The DLR is a good point, just a 2 min walk, and the shower was powerful and very good. Breakfast was disappointing at 8am both mornings. One day there were no beans and none came out while we waited; the other day it was freezing cold. There wasn't much choice, just scrambled eggs that weren't nice, though the fruit tea was good.

Breakfast was perfect, and I was very happy with my first room. I stayed two nights, then came back for one night later in the week. The service at reception was quite different between the two visits. Claudia handled my first booking and was so welcoming. As a member, she offered early check-in since it was available, and late checkout if we wanted it. On my later stay, the receptionist was cold and didn't offer the same level of service.

Muhammed made our family feel welcome from the moment we arrived. He was especially kind and attentive with the children, which meant a lot to us. Check-in was quick and efficient after our journey, and he arranged a family room without any hassle, making sure it was all ready. We had a wonderful stay, and his warmth and hospitality made it special.

Cynthia was such a friendly soul, and everyone on staff was welcoming and ready to help. My room was spotless, comfortable, and had everything I needed. I had an excellent stay and would happily recommend the hotel to anyone looking for a pleasant one.