Exterior

Reviews of Holiday Inn Express London - Earl's Court, an IHG Hotel

3 out of 5

Reviews

8.4

Very good

Rating 10 - Excellent. 398 out of 1006 reviews" "
Rating 8 - Good. 450 out of 1006 reviews" "
Rating 6 - Okay. 119 out of 1006 reviews" "
Rating 4 - Poor. 24 out of 1006 reviews" "
Rating 2 - Terrible. 15 out of 1006 reviews" "

8.6/10

Cleanliness

9.0/10

Staff & service

7.8/10

Amenities

8.4/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Diana G

Travelled with family
Liked: Amenities, property conditions & facilities
The staff was amazing! Location was perfect within walkable distance from transportation. I would recommend or stay again.
Stayed 2 nights in Mar 2024
Response from Marinela on 25 Mar 2024
Dear Diana,Thank you for your wonderful feedback! We're thrilled to hear that you had an amazing experience with our staff and that our location suited your needs perfectly.It's fantastic to know that you would recommend us and that you'd consider staying with us again. We would be honoured to welcome you back anytime!Best Regards,MarinelaFront Office Manager

10/10 Excellent

Demosthenes

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The hotel staff are excellent in dealing customer service The are professional and knowledgeable whatever your needs
Stayed 4 nights in Mar 2024
Response from Marinela on 23 Mar 2024
Dear Demosthenes,Thank you for your feedback!We are delighted to hear that our hotel staff provided excellent customer service. They are dedicated professionals who are well-equipped to assist with any of your needs. We hope to have the pleasure of welcoming you back again soon!Best Regards,MarinelaFront Office Manager

10/10 Excellent

Girish

Liked: Cleanliness, staff & service, property conditions & facilities
Ok
Stayed 1 night in Mar 2024
Response from Marinela on 23 Mar 2024
Dear Girish,Thank you for your feedback!We hope to have the pleasure of welcoming you back again soon!Best Regards,MarinelaFront Office Manager

8/10 Good

Erika

Liked: Cleanliness, staff & service, amenities
The hotel and staff were great, but the lobby and dinning area need’s updated
Stayed 1 night in Dec 2023
Response from jc on 1 Mar 2024
Dear ErikaThank you for taking the time to tell us about your experience at Holiday Inn Express LONDON - EARL'S COURT. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future. kind regards Jean-Claude - Night Manager

8/10 Good

Emmanouil

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Cleaning and room quality fine. However, although i requested a quiet room and told before check-in that i will get an annex room, got a room facing the main street. Result was an interrupted sleep and constant road noise. This was corrected after complaining the next morning but still one night lost. Breakfast good but coukd use some variety especially in hot options. Breakfast staff extremely friendly.
Response from jc on 1 Mar 2024
Dear EmmanouilThank you for taking the time to tell us about your experience at Holiday Inn Express LONDON - EARL'S COURT. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future. kind regards Jean-Claude - Night Manager

10/10 Excellent

Rena

Travelled with family and small children, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Well located and easy transport links
Stayed 2 nights in Jan 2024
Response from Marinela on 7 Feb 2024
Dear Rena,Thank you for your positive feedback! We're thrilled you enjoyed your stay, and we appreciate your kind words about our room, location, and exceptional service. We look forward to welcoming you back in the future!Best regards,MarinelaFront Office Manager

2/10 Terrible

Liliana, Thorold

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from jc on 1 Feb 2024
Dear LilianaThank you for taking the time to tell us about your experience at Holiday Inn Express LONDON - EARL'S COURT. Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We Sorry you did not enjoy your stay and hope that you will give us the opportunity to serve you again in the future. kind regards Jean-Claude - Night Manager

8/10 Good

Peter

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Overall, the helpful and cheerful staff and hotel were a good value. The breakfast included was also an excellent bonus and one of the major reasons for our choosing them. Good people working to please their customers!
Stayed 3 nights in Jan 2024
Response from Jan on 29 Jan 2024
Dear PeterMany thanks for taking the time to respond we really appreciate thisKind RegardsJanetGuest Services Manager

10/10 Excellent

Lucas

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay a few nights to visit london.
Stayed 2 nights in Jan 2024
Response from Marinela on 29 Jan 2024
Dear Lucas,Thank you for taking the time to tell us about your experience at Holiday Inn Express LONDON - EARL'S COURT.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Best Regards,MarinelaFront Office Manager

8/10 Good

alma

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
friendly staff
Stayed 5 nights in Dec 2023
Response from jc on 30 Dec 2023
Dear Alma Thank you for taking the time to tell us about your experience at Holiday Inn Express LONDON - EARL'S COURT.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn ExpressSincerely,Jean Claude Niclas

10/10 Excellent

SANG

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2023
Response from jc on 30 Dec 2023
Dear Sang Thank you for taking the time to tell us about your experience at Holiday Inn Express LONDON - EARL'S COURT.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn ExpressSincerely,Jean Claude Niclas

6/10 Okay

Saranya

Stayed 3 nights in Dec 2023
Response from jc on 27 Dec 2023
Dear Saranya Many thanks for our recent stay and review of our hotel. We appreciate the feedback

10/10 Excellent

Christian

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great budget hotel for West London.
No complaints, clean rooms, comfortable and quiet. Useful convenient location and friendly staff. Decent breakfast.
Stayed 1 night in Dec 2023
Response from Marinela on 19 Dec 2023
Dear Cristian,Thank you for choosing our hotel and for your kind review!Hope to welcome again in our hotel in the near future!Best Regards,MarinelaFront Office Manager

10/10 Excellent

James

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 8 nights in Dec 2023
Response from Marinela on 19 Dec 2023
Dear James,Thank you for your 10 out of 10 review !Hope to welcome again in our hotel in the near future!Best Regards,MarinelaFront Office Manager

10/10 Excellent

Minjie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Front desk is very friendly and helpful.
Stayed 1 night in Nov 2023
Response from Marinela on 5 Dec 2023
Dear Minjie,Thank you for your feedback! Kind Regards,MarinelaFront Office Manager

10/10 Excellent

Valerie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Holiday Inn’s are always a reliable place to stay - this one was no exception. The rooms was a decent size, clean with all the amenities needed for a short stay. The breakfast was great and the dining room was clean, large and well furnished
Stayed 1 night in Nov 2023
Response from Marinela on 29 Nov 2023
Dear Valerie,Dear [Guest],Thank you for the great feedback! We're glad you enjoyed a quiet, clean room and a good breakfast.Looking forward to hosting you again!Best Regards,MarinelaFront Office Manager

8/10 Good

Kate

Travelled with family
Liked: Cleanliness, staff & service
A quiet, comfortable stay and in a reasonable location to reach central london (about £30 by uber). Close to the Eventim Apollo which was ideal for our needs (10mins in uber). With only 1 lightbulb in the corner of the room, the rooms were very dark and depressing but the staff were very helpful and sourced us an extra lamp when we requested it. The hotel is a little dated in areas but probably what you'd expect for a budget hotel. Beds are comfy, good selection of pillows and a nice breakfast included. Shame there wasn't a restaurant for evenings, but there are a selection of fast food/restaurants nearby to choose from. Not the best Holiday Inn we've stayed, at but would return if we're in the area. Pocket friendly, clean and enough for a good sleep.
Stayed 3 nights in Nov 2023
Response from Jan on 14 Nov 2023
Dear GuestMany thanks for your comments we are sorry there was only 1 lightbulb in the room but I am glad that the staff were able to find you an extra lamp I do apologise for this, but I an glad to hear that you wold return again to see us

6/10 Okay

Lisa

Travelled with family
Liked: Staff & service
The hotel was conveniently placed for the dinner show we were attending and West Brompton train station. All the staff we encountered were friendly and very helpful. Unfortunately, The members of our party that slept on the sofa bed in the room found it extremely uncomfortable, with the springs in the thin mattress and the supporting mechanism bars making it very difficult to sleep.
Stayed 1 night in Nov 2023
Response from Jan on 14 Nov 2023
Dear GuestMany thanks for your comments I am sorry that the sofa bed was uncomfortable but these are meant for children travelling with their family.Hopefully look forward to welcoming you again soonKind Regards

4/10 Poor

William

Stayed 1 night in Oct 2023
Response from Cassandra Vargiu - Reservations Manager on 2 Nov 2023
Thank you so much William for leaving a feedback about your stay. We're disappointed to see such a lower score without any note on how the score is so low, would you be able to contact us describing the issues you encountered during your stay? We always read our guest comments and see our next areas of improvements within the property.

10/10 Excellent

Stephen

Stayed 1 night in Oct 2023
Response from Cassandra Vargiu - Reservations Manager on 2 Nov 2023
Thank you so much Stephen for your fantastic review! We hope to see you again soon!

10/10 Excellent

Jeremy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast included is a wonderful amenity, especially when it well made.
Stayed 6 nights in Oct 2023
Response from jc on 25 Oct 2023
Dear JeremyThank you for your recent stay and feedback. We appreciate it!

10/10 Excellent

HILDER

Liked: Staff & service
Stayed 3 nights in Sep 2023
Response from jan on 17 Oct 2023
Many thanks for your comments we really appreciate this

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, room comfort
Ok for the price
The hotel itself was "ok" a little old with the decor and could use some updates (some rust/broken tiles in my bathroom). But the room was nice a spacious and the staff was very helpful and polite. Breakfast was your typical hot/cold continental breakfast. Overhead lighting not great in the rooms and also be cognizant that the hotel, while in a good location to get to some parts of London easily, is not in a very nice part of town.
Stayed 3 nights in Oct 2023
Response from jan on 17 Oct 2023
Many thanks for your comments we really appreciate this.

10/10 Excellent

Judith

Stayed 1 night in Sep 2023
Response from jan on 25 Sept 2023
Dear GuestMany thanks for your kind review we really appreciate thisKind RegardsJanetGuest Services Manager

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great London Stay
We loved the location - easy to get to all the sights on the subway and lovely little neighborhood. Breakfast was bountiful and good. Staff was friendly and helpful.
Stayed 3 nights in Sep 2023
Response from Marinela on 24 Sept 2023
Dear Guest,Thank you so much for taking the time to share your feedback with us. We're thrilled to hear that you loved our hotel's location and that it made it easy for you to explore the city's attractions using the subway. Our neighborhood is indeed charming, and we're delighted that you had a chance to experience it.It's great to know that you enjoyed our breakfast offerings. We strive to provide a bountiful and delicious breakfast to kick-start your day on a positive note.Our team takes pride in being friendly and helpful, and we're delighted that you found them to be just that during your stay. Your kind words will certainly motivate us to continue providing exceptional service.We appreciate your support and hope to have the pleasure of welcoming you back to our hotel in the future. If there's anything more we can do to enhance your stay on your next visit, please don't hesitate to let us know.Warm regards,MarinelaFront Office Manager

10/10 Excellent

Aisha

Liked: Cleanliness, staff & service, property conditions & facilities
Friendly staff
Stayed 2 nights in Sep 2023
Response from jan on 22 Sept 2023
Dear AishaMany thanks for your comments we are glad that you enjoyed your stay with us and hopefully look forward to welcoming you again soon

10/10 Excellent

Jessica

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Aug 2023
Response from Janet on 22 Sept 2023
Dear JessicaMany thanks for your comments we are glad that you enjoyed your stay with usKind Regards

10/10 Excellent

Lora, Rantoul

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was consistently friendly and helpful. It was a quiet location, convenient to many places.
Stayed 9 nights in Sep 2023
Response from jc on 16 Sept 2023
Dear LoraMany thanks for your recent stay and review. Thank you for the 5/5 score and we look forward welcoming you back to our hotel in the not too distant future regardsJean-Claude Night manager

10/10 Excellent

William

Stayed 1 night in Sep 2023
Response from jc on 7 Sept 2023
Dear William Many thanks for your reply we really appreciate this we are glad that you enjoyed your stay at the Hotel. Kind Regards Jean-Claude Guest Services Manager

10/10 Excellent

Naomi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Highly recommended
Was doing a big house move over 2 days so this was the perfect spot to come back to after a day of running around the removal men. Super clean room and spotless bathroom with triple glazing so no noise from the North End Road at all, which was fantastic. Great choices for breakfast and a good evening bar as well. Worth noting that all the staff at the hotel are exemplary in the way they carry out their work. No grumpy faces in sight anywhere. Would definitely stay here again.
Stayed 2 nights in Aug 2023
Response from Cassandra Vargiu - Reception Manager on 29 Aug 2023
Thank you so much for your kind response!We hope to see you again soon!

10/10 Excellent

Irene

Liked: Cleanliness, staff & service, property conditions & facilities
Very clean and quiet
Stayed 2 nights in Aug 2023
Response from jc on 28 Aug 2023
Dear Irene Many thanks for your recent stay and feedback, we appreciate it

6/10 Okay

Amber

Liked: Staff & service
Very friendly service, disappointed that the power and water were off for a whole day. Otherwise good value for money and convenient. Good breakfast.
Stayed 4 nights in Aug 2023
Response from Serena on 25 Aug 2023
Dear Amber, Thank you for your review. We apologise that your stay wasn't as expected. We hope to welcome you again soon!Reception Team

10/10 Excellent

IHOR

Stayed 7 nights in Aug 2023
Response from jc on 16 Sept 2023
Dear IhorMany thanks for your recent stay and review. Thank you for the 5/5 score and we look forward welcoming you back to our hotel in the not too distant future regardsJean-Claude Night manager

10/10 Excellent

Jennifer

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
great breakfast
Stayed 2 nights in Aug 2023
Response from Cassandra Vargiu on 23 Aug 2023
Thank you so much Jennifer!

6/10 Okay

Samantha

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great location, easy to get bus or train into central London. Breakfast was good but could use some variety, so that is not the exact same options every single day. Rooms were air conditioned but small. Lacking mini fridge in room. Staff was great, very helpful and responsive.
Stayed 7 nights in Aug 2023
Response from jc on 18 Aug 2023
Dear SamanthaThank you for your review, we hope to welcome you again in the near future. Kind regards Team Earls Court

8/10 Good

Joseph

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel was outside the busy city center, but only a few minutes walk to 2 tube stations on the District line and 1 station away from a transfer to the Piccadilly line. There were several good restaurants and take away options very close to the hotel. The free breakfast was great with plenty of hot and cold options. The only downside was the size of the rooms, we had a double and a sofa bed for a family of 4 and there was not much room besides the beds. However, we did not spend a lot of time in our room. I would recommend staying here.
Stayed 7 nights in Jul 2023
Response from jc on 16 Aug 2023
Dear Joseph Many thanks for your recent stay and feedback, We appreciate it. We look forward welcoming you back to our hotel in the not too distant future

10/10 Excellent

Vidhu

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
-
Stayed 1 night in Aug 2023
Response from Cassandra Vargiu - Reception Manager on 14 Aug 2023
Thank you so much!

8/10 Good

stewart

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Good budget hotel, conveniently located.
The room was a little small perhaps for four of us and the beds were also small, but otherwise the hotel was pretty good. The free breakfast was a bonus. Staff were friendly. Bus top around the corner took us right to Hyde Park Corner, which just happened to be near an Italian owned family Pizzeria which was superb!
Stayed 2 nights in Aug 2023
Response from jc on 11 Aug 2023
Dear Stewart. Many thanks for your recent stay and review of our hotel, We appreciate the feedback !We look forward welcoming you back to our hotel in the not too distant future

10/10 Excellent

Rahima

Travelled with family
Liked: Amenities
Staff was helpful, great location
Stayed 1 night in Aug 2023
Response from jc on 11 Aug 2023
Many thanks for your recent stay and review of our hotel, We appreciate the feedback !We look forward welcoming you back to our hotel in the not too distant future

10/10 Excellent

Jennifer

Stayed 2 nights in Aug 2023
Response from jc on 11 Aug 2023
Many thanks for your recent stay and review of our hotel, We appreciate the feedback !We look forward welcoming you back to our hotel in the not too distant future

8/10 Good

C

Stayed 2 nights in Aug 2023
Response from jc on 11 Aug 2023
Many thanks for your recent stay and review of our hotel, We appreciate the feedback !We look forward welcoming you back to our hotel in the not too distant future

4/10 Poor

antonio

Travelled with family
Liked: Staff & service
Disliked: Room comfort
Missleading information..not happy
We booked a room for the whole family. Missleading information. Reservation said 1Double Bed and 1 Double Sofa Bed. At the end, it was a double bed, but single sofa, so we could not fit, and ended up paying double renting an additional room. People at front desk were nice, but information is missleading. Not happy at all with tge hotel.
Stayed 2 nights in Jul 2023
Response from Jan on 7 Aug 2023
Dear AntonioI am sorry that you thought we were misleading but the sofa bed is a double and not a single, so I am sorry that you were not happy with your stay.Kind Regards

10/10 Excellent

Karen

Stayed 1 night in Aug 2023
Response from Jan on 7 Aug 2023
Many thanks

8/10 Good

Clara

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 6 nights in Jul 2023
Response from Jan on 7 Aug 2023
Many thanks

10/10 Excellent

James

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Aug 2023
Response from Jan on 7 Aug 2023
Many thanks

10/10 Excellent

Jennifer

Stayed 4 nights in Jul 2023
Response from Jan on 7 Aug 2023
Many thanks

4/10 Poor

Candice

Travelled with family, Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The surrounding area seemed unsafe for walking at night and the area wasn’t properly lit. We had to take an Uber everywhere. This was costly. West Kensington tube station was also closed (on the 22nd July 2023) when we tried to take the tube. We had to them walk further to another station. After this we just used Uber. We requested a corporate office number so we could get a refund and choose another hotel and we were informed (by Hormona and Cassandra) that we would have to send an email to the Deputy Manager and we were not given Corporate’s number. Cassandra, the manager on duty is also not the person that needs to be at the front desk speaking to customers. A Manager should never tell a customer “You knew where the location was, you knew how it felt, you saw the map.” I’m not from England, I am a visitor therefore I had no idea about the streets surrounding the hotel. I would not recommend anyone stay here. I would recommend Cassandra gets training on not having an attitude with customers and on how to properly speak to customers. I would recommend Hormona get training on how to deal with customers in tough situations. Customer service is not important for this front desk team so if that matters to you then don’t choose this hotel. The shower wasn’t the cleanest and the fan in the shower needs a deep cleaning. Shampoo was in the bath but not conditioner. There were also no small bathing towels to bathe with, so bring your own if you use those.
Stayed 4 nights in Jul 2023
Response from jc on 29 Jul 2023
Dear Candice Many thanks for your recent stay and review of our hotel. With regards to some comments, I'm truly sorry that you felt our staff were not there to tend to your needs. Both staff members you have mentioned get a lot of praise from other guests regarding excellent customer service and possibly there was a misunderstanding between each other. With regards to any refunds, Our Deputy Manager and reservation manager look at situations and make corporate decisions on refunds of rooms. We sorry you felt that our staff were not listening, but they were following our hotel policy and we apologise if you felt this was bad customer service. Regrettably we as a hotel cannot control the street lighting, but with hundreds of guest passing through our doors, we have never had guests tell us they feel unsafe in the area we located.With regards to the conditioner, All express by Holiday inn hotels follow a brand standard on Amenities and none of us have conditioner in the showers. We all offer Body wash and shampoo. I am also surprised to read we do not have towels, as we offer every guest a bath Towel, hand towels and a shower mat, so I will need to speak to our housekeepers who will be able to confirm who had cleaned the bedroom and put the towels in. Once again my sincere apology that you feel our hotel was not to your standard and assure you we will be looking into this complaint on a serious level. We strive that all our guests leave relaxed and of happy memories. We look forward welcoming you back to our hotel in the not too distant future and hopefully prove that this was a once off problem.Kindest regards Jean-Claude ( Night Manager)

8/10 Good

Kaitlyn

Travelled with group
Stayed 1 night in Jul 2023
Response from jc on 29 Jul 2023
Dear Kaitlan Many thanks for your recent stay and review, We appreciate the feedback.

6/10 Okay

Carol

Travelled with family
Liked: Cleanliness, staff & service
Liked that it was located by a bus line & walking distance to underground transport. Very urban city surroundings. Lots of vehicle & foot traffic.
Stayed 6 nights in Jul 2023
Response from Cassandra Vargiu - Reception Manager on 22 Jul 2023
Thank you so much Carol for your review.We are sorry to see that the experience was rated 3/5 stars, we enjoy the comments about easy location, but easy and accessible location also come with busy city environments. We still hope to see you again.

10/10 Excellent

Andreea

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The staff was friendly, kind and very helpful. The hotel was clean, nice overall. Breakfast was included and there was a wide variety of food to choose from. The room was clean, spacious and met all the criteria mentioned. Overall a lovely experience.
Stayed 1 night in Jul 2023
Response from Cassandra Vargiu - Reception Manager on 21 Jul 2023
Thank you so much Andreea for your lovely comments!We hope to see you again soon!