Holiday Inn London - Shepperton

A very speedy check in. Polite and very helpful lady on reception who told us that when we had our pre-booked swim in the Hotel's lovely pool, to just use our bath room towels and they would give us fresh ones, also as we had been to Thorpe Park for 2 very hetic (&wet) days we were all very tired it was suggested that if we did not wish to eat in Hotel resturant,due to a limited menu,we were welcome to order a takeaway and plates and cutlery were given for us to use. Fantastic service. Also a lovely hot and tasty pre ordered breakfast was served by Hotel in morning. Fantastic service and would definately stay there again if we repeated our trip.

Staff was super friendly and helpful- even whilst trying to manage under all Covid restrictions. Rooms seemed newly refurbished. Food was nice too.

The swimming pool is full but finally we can get in after some family cancel the booking. Nice swimming pool and hotel.

Lovely clean and modern room, superb large and comfortable bed. Bathroom immaculate and modern. Only fault automatic door constantly opening made the hotel cold.

It was awful tried to phone and pay for an upgrade nobody answers told person on reception she did not seem interested she put us in a roon right next to a reception ramp people shouting etc suitcases up and down we booked for two nights left after one night they wernt interested even in asking why horrible place what a letdown for a special occasion my 60th birthday never again we dont holiday in the uk much now i c a n see why

The visit was good but the staff are still adapting to changes due to COVID-19. At check-in the woman at reception forgot to tell us to book a slot at the restaurant for breakfast. The service at breakfast was very slow despite food being pre-ordered. We ended up waiting over an hour to be served. The hotel was clean and in good condition.

Given room that had not been cleaned, Bed linen dirty and used, wet towels in bathroom and empty alcohol bottles littering room. Room eventually changed by apologetic staff after period of time to check rather than immediate allocation of new room. Lovely view over rubbish bin area.. Arranged breakfast for 08:30, waited over 10 minutes for staff just to be seated...and there was no queue. Then informed we were already down as eating breakfast??? Then waited 45 min for pre-ordered breakfast to arrive. No option for coffee refill etc. Would not have bothered to pay extra for a substandard Covid breakfast experience, if I'd realised how late it would make us. Would have been much better value and quality at local cafe..Disappointed and definitely not 4*. Chose Holiday Inn as although generic can usually expect a certain standard. Staff courteous, but ineffective, possibly understaffed.

Was a great stay how ever I’d booked a room with sofa bed and only had a double room so my son was unable to come and stay as planned

Very comfortable, welcoming, enjoyable stay in difficult times

I have always been happy with the standard and value of a Holiday Inn but I think this is starting to slip a little mainly due to staff. You have some helpful but generally the service level has dropped. The main issue for me is the restaurant staff, there is no welcome, they avoid eye contact and almost don’t want to serve you. The Covid menu looks like it is mainly microwave food with nothing really fresh and the breakfast really could improve as the quality of meat is low and is dry and they just offer you scrambled egg which would appear to be a powder mix. The standard of room is good, however we the sofa bed for my son collapsed twice and they offered a £30 compensation which I thought was reasonable. I will use again but would really like to see better trained staff and a nicer menu. Hiding behind Covid to deliver less is not acceptable especially when I have stayed in other hotels that are still delivering a high standard of service and food in a safe, clean environment.