Holiday Inn London Brentford Lock By Ihg

“Great hotel and location”

The location and venue are stunning. The staff, especially Daniel at the hospitality desk were great. I stayed in room 222 which was a lovely room and the only small criticism was the view outside of the window. Daniel did try to relocate us, however the venue was fully booked He offered us drink… more

The location and venue are stunning. The staff, especially Daniel at the hospitality desk were great. I stayed in room 222 which was a lovely room and the only small criticism was the view outside of the window. Daniel did try to relocate us, however the venue was fully booked He offered us drinks tokens as a way of apologising on behalf of the hotel great customer service The location is right by the canal. Very clean rooms and great food especially the steak.

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“Concealed service charge in restaurant.”

I am currently staying in this hotel. I had my first meal in the restaurant this evening. My stay in the hotel is a complimentary one and it includes a £30 voucher for meals each day. My bill came to about £28 so I believed that I was safely within my limit. However I was told that my bill was ove… more

I am currently staying in this hotel. I had my first meal in the restaurant this evening. My stay in the hotel is a complimentary one and it includes a £30 voucher for meals each day. My bill came to about £28 so I believed that I was safely within my limit. However I was told that my bill was over £30. I did not understand this and the member of staff showed me the breakdown of the bill which included a 10% service charge. I was unaware of this charge. I asked if I could pay the excess over £30 on credit card but I understood ifrom the member of staff that once you go over the £30 limit you can no longer use your complimentary voucher. He very kindly deleted the service charge so that I was under the £30. I was really happy with the sofa since so I will make sure that the staff receive the service once I have some cash. However I am extremely unhappy about how the service charge, which is a discretionary one, is so cunningly concealed on the menu, buried inside a paragraph that on the face of it is talking about allergies. The whole menu is in very small writing which makes it difficult enough to pick up on information even without it being hidden within an unrelated section. I was inclined to give a one star review but that would not be fair to the staff who are very good. I would never have known about the service charge if it had not been for the fact that I was using a complimentary voucher. I am in no doubt that there will be many guests who have paid the service charge without knowing it. I was very embarrassed by this incident and I have a long stay ahead of me in this hotel. I will explore with the donor of the complimentary stay whether a transfer to another hotel is possible. I believe that the hotel should do the decent thing and set out their discretionary service charge (which is automatically added to the bill in clear and plain sight. It would also be reasonable for guests who have a meal voucher to be able to use that voucher and pay separately any excess over the value of the voucher.

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