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Reviews of Holiday Inn Brentford Lock, an IHG Hotel

4 out of 5
Holiday Inn Brentford Lock, an IHG Hotel
Commerce Road, Brentford, England

Reviews

8.8

Excellent

Rating 10 - Excellent. 468 out of 894 reviews" "
Rating 8 - Good. 330 out of 894 reviews" "
Rating 6 - Okay. 59 out of 894 reviews" "
Rating 4 - Poor. 19 out of 894 reviews" "
Rating 2 - Terrible. 18 out of 894 reviews" "

9.2/10

Cleanliness

8.8/10

Staff & service

8.4/10

Amenities

9.0/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Gema

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff super friendly. Location not close to city centre but ideal with a train station within 12 mins walking. Very quiet, clean and breakfast was awesome. Highly recommended.
Stayed 3 nights in Mar 2024

8/10 Good

Denise

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Good location and at a reasonable price.
Stayed 1 night in Feb 2024
Response from Victoria.c on Feb 23, 2024
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again

8/10 Good

Kevin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Recommend staying here👍
Enjoyable 3 day stay with breakfast included. The hotel reception and breskfast staff provided excellent service. Our only issue with our room 204 was the key lock card failed several times, 6 to be exact which was an inconvenience.
Stayed 3 nights in Dec 2023
Response from Victoria.c on Jan 3, 2024
"Thank you for your review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. We do hope to have the opportunity to welcome you back in the future, so that we can provide a better experience.

10/10 Excellent

Webster Bongani G

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was amazing about the hotel, staff so welcoming
Stayed 1 night in Dec 2023
Response from Victoria.c on Jan 3, 2024
"Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Andrea

Stayed 2 nights in Dec 2023
Response from Victoria.c on Jan 3, 2024
"Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Clean, comfy & very friendly & helpful staff.
Stayed 1 night in Dec 2023
Response from Victoria.c on Jan 3, 2024
"Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Daisy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fantastic stay
We booked for 1 night as we planned to spend a Saturday exploring London. Location is great as the train station is about 10 mins walk away and take us straight to Waterloo. The room is really spacious and clean, massive bonus point for the huge balcony facing the canal. Receptionists were really nice, polite and helpful. We had a fantastic stay and will definitely book again when we visit London next time.
Stayed 1 night in Dec 2023
Response from Victoria.c on Jan 3, 2024
"Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

8/10 Good

Hassan karm

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Victoria.c on Jan 3, 2024
"Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

David

Stayed 1 night in Nov 2023
Response from Victoria.c on Jan 3, 2024
"Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

10/10 Excellent

Adel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Victoria.c on Jan 3, 2024
"Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

6/10 Okay

Kaitlyn, Livermore

Business traveller
Liked: Cleanliness, staff & service, amenities
The lobby floor and exterior is outstanding. As was parking, the restaurant, and just a meeting area to conduct business and grab a drink. It was modern and bright and the food was excellent. The room however was a bit tired, beat-up, and much of the bathroom tile, grout, and bath fixtures needed either deep cleaning or rust/mold removal. It was not "dirty" per se, but just very older looking, as was the yellow wood room fixtures. It feels like the room, carpet, and bathroom are due for a renovation. It wasn't terrible though, After a few hours in the room you don't notice anymore. Also, the water pressure was INCREDIBLE. Best shower I've taken all trip, 5 stars.
Stayed 2 nights in Nov 2023
Response from Victoria.c on Jan 3, 2024
"Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

6/10 Okay

Cherel

Stayed 1 night in Oct 2023

6/10 Okay

Emma

Travelled with family
Liked: Amenities, property conditions & facilities
Disappointed to not get a parking space after a long drive commuting in bad weather. I had also called and asked about parking in the morning. Other residents were left to eat and drink their own alcohol in the bar area, whilst my husband and I paid for our drinks! The breakfast experience was not good no available tables at 7.15, no cutlery, no jam - hot food cold and fruit selection poor. We ended up eating in bar area where the doors to outside were open and the cleaner was vacuuming. I complained at the desk and as booked through Expedia my breakfasts couldn’t be refunded - gentleman offered to refund our room service at £15 which I agreed as time was limited, this did not cover the cost of 2 breakfasts. The room was clean and beds comfortable, shower curtain smelt damp but bathroom was modern and clean. Sadly not the best experience considering this is a 4 star property.
Stayed 1 night in Oct 2023
Response from silsila on Jan 31, 2024
Dear Emma,I would like to start off by apologising for the inconvenience and that your stay did not meet your expectation.At Holiday Inn we strive to make every guest feel welcomed and comfortable and our aim is to make sure that every guest leaves with a smile.I understand your frustration and I hope that you can give us another chance by staying with us again and as a team we can make this up to you by offering you a complimentary breakfast for 2 on your next stay with us.Best Regards

10/10 Excellent

Rachael

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is a great location for families wanting to spend time sight seeing in London. It's just less than 1hr to get into central london. Good breakfast and evening meals available at the hotel. The staff were v friendly and helpful. We will definitely be back.
Stayed 3 nights in Oct 2023
Response from silsila on Jan 31, 2024
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We look forward to you staying with us again soon.Best RegardsSilsila

10/10 Excellent

Sergio

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was super polite and always asked how I was doing after each greeting. I did not want to leave either after feeling so welcomed every day.
Stayed 4 nights in Oct 2023
Response from silsila on Jan 31, 2024
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again

10/10 Excellent

Derek

Stayed 1 night in Oct 2023
Response from silsila on Jan 31, 2024
"Thank you so much for your review of our hotel. We value your feedback and hope you will visit us again.Best RegardsSilsila

4/10 Poor

Atsuko

Disliked: Cleanliness
Most of staff are nice. But one particular maybe manager is so mean Doesn’t help us at all.
Stayed 2 nights in Sep 2023

10/10 Excellent

Scott

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
1 might business stay
Staff very friendly and helpful. A I might business stay and was offered a room upgrade without asking. A rare treat, which was much appreciated. Food served was nice too as well as the service.
Stayed 1 night in Sep 2023

10/10 Excellent

Mudamb

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quite
Stayed 1 night in Sep 2023

10/10 Excellent

Bhumil

Stayed 1 night in Sep 2023

4/10 Poor

John

Travelled with family
Disliked: Staff & service
Lacking in Customer Service
The least inviting check-in experience I have ever had. When I mentioned I was checking in, I was asked to fill in my email address and sign the check-in form. I was then asked if I had a car in the car park but when I replied that I did not because there were no spaces available, the front desk staff didn’t even give a hint of empathy. I can understand that a car park will not always have a guaranteed space but especially when arriving with two clearly very tired young children, just a small apology can go an extremely long way. Once checked-in, I was given a key card and room number and absolutely nothing else. No directions to the room, nothing about times and where to go for breakfast, nor any other convenient information I’d usually expect on check-in, such as a reminder of check-out times. I will never stay here again.
Stayed 1 night in Aug 2023

10/10 Excellent

Ian, London

Stayed 1 night in Sep 2023

10/10 Excellent

Prem

Liked: Cleanliness, staff & service, property conditions & facilities
It was nice, clean and pleasant
Stayed 1 night in Sep 2023

10/10 Excellent

G.

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location!
Stayed 1 night in Sep 2023

10/10 Excellent

Kirsty

Stayed 3 nights in Aug 2023

10/10 Excellent

tyrine

Stayed 1 night in Aug 2023

10/10 Excellent

Bruce

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great room for the price. Really comfortable. Parking was full, but i managed to find some just around the corner which was free as it was a bank holiday. Altogether, a good place to stay. Breakfast was pretty good too.
Stayed 1 night in Aug 2023
Response from silsila on Jan 31, 2024
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again

8/10 Good

Traci

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023

10/10 Excellent

Nikolas

Stayed 1 night in Aug 2023

10/10 Excellent

Graham

Stayed 1 night in Aug 2023

10/10 Excellent

Stephen

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023

8/10 Good

Tracy, Manhattan Beach

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Wasn’t anything spectacular but it was very clean and very n the river with nice friendly staff and you could walk to some places to eat.
Stayed 1 night in Jul 2023
Response from silsila on Jan 31, 2024
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again

8/10 Good

Jason

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023

8/10 Good

Bernice

Stayed 2 nights in Jul 2023

10/10 Excellent

Danna, Overland Park

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Cute town. Hotel right on a charming waterway and near Kew Gardens. Good breakfast and bar.
Response from silsila on Jan 31, 2024
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again

10/10 Excellent

Michael

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice properry
Very nice property - more “American style” than most European hotels. Excellent breakfast. Very very convenient to the bus line and a short ride to the train line but not super close to the touristy areas of London - about an hour to Kings Cross station via public transit.
Stayed 1 night in Jun 2023

8/10 Good

Olayinka

Stayed 1 night in Jun 2023

10/10 Excellent

George

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Brilliant
Lovely clean spacious rooms, and a great buffet breakfast. Will definitely stay again
Stayed 1 night in Jun 2023

10/10 Excellent

David

Stayed 1 night in Jun 2023

10/10 Excellent

Sarah

Liked: Cleanliness, staff & service, property conditions & facilities
Fantastic staff
Stayed 1 night in Jun 2023
Response from silsila on Jan 31, 2024
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A little out of the way in terms of tube travel but a nice spot close to a well kept canal basin. Perfect location for me as I needed to be close to West London for a couple of days.
Stayed 2 nights in Jun 2023

8/10 Good

Minesh

Stayed 1 night in Jun 2023

10/10 Excellent

Ian

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2023

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2023

10/10 Excellent

Tony

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect
Stayed 1 night in May 2023

10/10 Excellent

naib

Travelled with family, Travelled with family and small children, Business traveller
Liked: Cleanliness
Very good
Stayed 2 nights in May 2023
Response from silsila on Jan 31, 2024
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again

10/10 Excellent

Lindsey

Stayed 1 night in May 2023

8/10 Good

Jeanie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
great location
The location is lovely, the lock and canal side have nice restaurants and there are great places to walk nearby
Stayed 1 night in May 2023

8/10 Good

Niti S

Travelled with family
Liked: Cleanliness, staff & service
Good
Stayed 2 nights in Apr 2023

8/10 Good

Sangeeta

Travelled with family and small children
Liked: Property conditions & facilities
The hotel was good but there is room for improvement in cleaning of rooms and in staff at the restaurant area. More than once we had issues with staff at the restaurant being reluctant to tend to us or simple refused and sent another person to attend to our requests. Why? I have no idea. However there were some staff members that went above it all and helped, especially at the restaurant. If you provide a service , be happy to do so. Overall the stay was good, but i the restaurant staff needs a lot more training …
Stayed 5 nights in Apr 2023
Response from silsila on Jan 31, 2024
Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. we will use your comment to coach our team in order to provide a better experience in the future. We hope you will visit us againBest Regards