ibis budget London Heathrow Central

Clean. Large rooms. Excellent Breakfast. Helpful staff.

No hair dryer or tea&coffee in the room.

I recently stayed at this hotel for three days, and it was honestly one of the worst experiences I have ever had within the Accor group. As someone who works in the hotel industry and has worked for Accor myself, I am very familiar with the standards of customer service that should be expected. Unfortunately, this hotel fell far below those standards. From the moment we arrived, the reception team seemed unable to assist with even basic reservation-related matters. When we encountered an issue with our booking, staff were unable to provide simple solutions such as cancelling and rebooking at the rate available on the website, which resulted in us paying a higher price than the one being advertised online at the time. The most concerning incident occurred when my friend ordered a coffee and was mistakenly charged for a full breakfast. When we requested a refund, neither the receptionist nor the duty manager knew how to process a simple refund through the card terminal. As hospitality professionals ourselves, we ended up explaining step by step how to complete the transaction. Had another guest without industry experience been in our position, I genuinely doubt the issue would have been resolved correctly or promptly. To make matters worse, when we asked for a simple chamomile tea, a member of the reception team did not even know what it was. While this may seem minor, it reflected a general lack of training and product knowledge throughout our stay. What disappointed us most was not only the lack of competence, but also the attitude displayed by some members of the reception team. At several points we felt dismissed rather than supported, which is the opposite of what guests should experience in a hospitality environment. The only positive aspect of our stay was the gentleman working at the bar, who was professional, helpful and genuinely customer-focused throughout. Overall, this experience was extremely disappointing and far below the standards I would expect from an Accor property. I sincerely hope management reviews the training, competence and customer service approach of the reception team to prevent future guests from having a similar experience.

Very close to T3 on the Hoppa bus and excellent sound proofing.

The shower was overly complicated for tired international travellers and the restaurant closed a bit early at 9.45pm.

Everything

Nothing

Café da manhã e custo benefício

Localização