Holiday Inn Camden Lock, Glasshouse On The Lock

The hotel is very old and needs to be renovated. The mattresses were very uncomfortable. At breakfast, everything is powder based or convenience food. Nothing is real (not even the coffee beans displayed on top of the coffee machine). Don't let them fool you. The curtain in the room has holes in it, and the sink was clogged. Only the price is exceptional. This is their flagship hotel. I was so disappointed, especially for more than 300 euros per night. They didn't even offer us an alternative room after we consulted them. They just ignored us. On the last day, I felt horrible after the breakfast and had to fly home in very bad condition. Of course, I'm not sure if it was their food, but it just topped the experience. In my opinion, this hotel only deserves two or three stars, not four. They try to be polite (british polite), but that's it. Ah, and they reply to some of the comments here with only the word "template " but actually forgot to insert their answer text. That summarizes it well for me.

My family and I stayed for one night at the Camden Lock Holiday Inn on August 28th. When we checked in, we were advised that the guest elevators were broken and that we have to take the internal services elevator that can only be operated by an internal code. For guests that are staying in premium suites that require extra security, allowing all guests to access all floors on an internal services elevator doesn’t seem so secure. When we arrived at our rooms, we were surprised to find there were no complimentary water bottles provided in the room, unlike previous hotels that we had stayed at in London, UK. When we inquired with reception, we were advised that water needs to be purchased. Is providing a couple of bottles of water for your guests at each room really that hard? Along with the inoperable elevator, this hotel gives the impression that they are struggling with operational costs so much that they can't afford to even purchase water for their guests as a thank you for their stay. I also called reception requesting hard pillows to be sent up to our room as our entire family is used to harder pillows at home. The manager that answered my call advises that they don't have any hard pillows and the pillow guarantee cards that are in each room can be ignored as they don't provide this service anymore. I was baffled by his response. Really?! You would leave marketing material in a room but only tell the customers that it is false advertising and not to read into it as you don't provide the service? This hotel also did not provide air conditioning as advertised. No matter how we turned the dial, there was no air coming from the vents and we noticed our room window was left open prior to us arriving. Is Corporate office doing anything to audit how these Holiday Inns are operating? How do you ensure that these inns are compliant with the same corporate values, approaches, marketing, promotions, etc. as advertised? There seems to be such a huge discrepancy between how corporate wants each of their inns to operate vs. how these actual places are operating. I'm truly disappointed in the poor services that this Holiday Inn provides. The following morning, when we came down to consume breakfast, the over easy eggs were rubbery, scrambled eggs were very mushy, and the ham were so hard that it was impossible to chew through. Breakfast is the hardest meal to mess up on, and I was thoroughly disappointed with my experience at this hotel. I definitely DO NOT recommend this play to stay. I'm truly disappointed.