Holiday Inn London - Brentford Lock By Ihg

The hotel offers a tranquil escape with its signature location directly on the Brentford Lock, providing picturesque views and a serene atmosphere that belies its proximity to a bustling capital. This setting makes it an excellent choice for couples seeking a peaceful retreat, families looking for spacious accommodations and a good breakfast, and sightseers interested in exploring local attractions like Kew Gardens. Business travelers also find it suitable due to its event facilities and convenient transport links. Guests consistently highlight the friendly and helpful staff as a major asset, contributing significantly to a positive stay. While most rooms are noted for their comfort and cleanliness, some guests advise requesting a room with a canal view for an enhanced experience. Be aware that on-site parking incurs an additional charge, so planning alternative transport or budgeting for this is advisable.

Facilities & Amenities
The hotel provides a range of facilities designed to enhance guest convenience and comfort. Many appreciate the presence of a bar and lounge area, offering a pleasant space to relax and socialize. A Starbucks outlet within the premises is a welcome addition for quick coffee and snacks. Guests can maintain their fitness routines at the gym, though some noted issues with access requiring a key from reception. While the hotel features lifts for easy access to rooms, some reviews mentioned that one of the two elevators was occasionally out of service. In-room fridges are provided, though a few guests reported they did not cool effectively. Safes are also available in rooms, with one instance of a guest needing assistance for accessibility. The hotel also offers well-equipped meeting rooms and event spaces, making it suitable for business gatherings and private functions.

Cleanliness & Room Comfort
Guest feedback on room comfort is generally positive, with many praising the spaciousness and comfortable beds that ensure a restful sleep. The provision of a choice of pillows is also appreciated. Most rooms are described as clean and well-maintained, though some guests noted issues with dirty carpets or a general need for refurbishing in older areas. In-room amenities typically include a coffee maker and hairdryer, though some found the supply of toiletries inconsistent, with a lack of conditioner or slippers. While air conditioning is available and helps manage room temperature, some guests reported it could be noisy or ineffective. Noise levels from outside, particularly flight noise from the nearby airport and sounds from outdoor kitchen events, were a concern for those on lower floors or specific room numbers. Bathrooms are generally clean, featuring a shower (some with a bath), though issues like low water pressure or a continuously running toilet were occasionally mentioned.

Dining & Food Quality
The hotel's dining options receive mixed but generally favorable reviews. Breakfast is a significant highlight for many, offering a good variety of hot and cold options, including a full English breakfast and pancakes. Most guests find the food quality to be good, with special mention of the coffee. However, some feedback indicates that hot items can sometimes be lukewarm or that buffet refills can be slow, especially during busy periods like holidays, leading to queues and uncleared tables. The restaurant serves dinner, with some guests praising the improved menu and quality, while others found the food to be mediocre or experienced issues with service, such as dishes arriving simultaneously. The bar also offers food and drinks, with many finding the offerings pleasant and reasonably priced for a hotel. Afternoon tea is noted as a pleasant experience with good service and tasty selections.

Location & Accessibility
The hotel's location by the Brentford Lock is a key feature, offering a tranquil and scenic environment with pleasant walks along the canal. It is conveniently situated for visiting local attractions such as Kew Gardens and Syon Park, both within walking or a short driving distance. While not in central London, the hotel offers good accessibility to public transport, with bus stops directly outside and a train station about a 10-minute walk away, providing connections to Waterloo. The nearest tube station is a longer walk, around 25-30 minutes, but also accessible by bus. For those traveling by car, on-site underground parking is available, which is a significant advantage in London, though it incurs an additional charge and some guests reported issues with parking fines despite payment. The surrounding area is well-equipped with shops, restaurants, and pubs within walking distance.

Staff & Service
The staff at the hotel consistently receive high praise for their friendliness, helpfulness, and attentiveness. Many guests highlight their willingness to go "above and beyond" to assist with requests, resolve issues, and provide local information. The check-in process is generally described as quick and efficient, with a warm welcome. Specific mentions include staff being accommodating with early check-ins and late check-outs for loyalty members. While most interactions are positive, a few guests experienced instances of staff appearing overwhelmed during busy periods or a lack of initial information during check-in. The restaurant service and bar service are often commended, with staff working hard to manage demand. Overall, the team's commitment to providing excellent customer service is a recurring theme, contributing significantly to a pleasant and comfortable stay for many visitors.

Additional Information
Guests should be aware of certain hotel policies and unique aspects. The on-site parking is a notable convenience, but it comes with a charge that some guests found to be a "hidden" cost, and there were isolated reports of guests receiving parking fines despite having paid. The hotel's rewards program benefits are appreciated by loyal members, though some noted inconsistencies in receiving expected perks like room upgrades or late check-outs. While the hotel is generally well-maintained, some areas, including carpets and furniture, are described as dated or in need of refurbishing. A few guests reported a pervasive stale odor throughout the hotel. There were also concerns regarding safety in bathrooms due to slippery surfaces, and a lack of complimentary drinking water in rooms was mentioned. The hotel is a popular venue for events and functions, which can sometimes lead to increased noise levels or temporary closures of public areas like the bar or restaurant.