Holiday Inn London - Shepperton by IHG

Service from Kraig in the restaurant was impeccable. Very professional.

Kraig the waiter was very good and service was great.

Coach tour, who was treated as second class citizens, food not very good especially with people with allergies they didn't ask about, Tea was especially helpful.

We booked to stay for 1 night for my cousins funeral nearby. Last minute we decided to stay the previous night too in case of traffic issues so booked to arrive within hours, getting to the hotel at 12.30am

The Gentleman on the desk was super helpful linking the 2 bookings and ensuring we could remain in the same room and a wonderful gesture of complimentary breakfast.

Unfortunately we had an awful first nights sleep as there was some sort of fan running in the ceiling space, with a humming sound, (room 230) despite everything in the room turned off.

We reported it first thing and we were immediately moved to a much nicer room. 218.

I left the window open all day when we went to the funeral returning late at night, with no exaggerating we had about 200 midgies fly things on our ceiling it was quite fun watching my husband dispel of them. This was not the hotels fault its nature.

You may wonder why I gave 5 stars despite a bad night first sleep. Things go wrong in life, equipment etc goes faulty but it’s how a place deals with an issue and the staff at this hotel could not have been more helpful to ensure our stay was still pleasant.

Thank you to all, you made an emotional time easier.

I will definitely return. My stay was great, the attention from Manager M Ishak was excellent, super attentive, and all the staff were smiling and helpful.We had a small problem with the room and they moved us to another room. The pool was great for going as a family, and the food and buffet were super delicious. My family and I would like to thank all the staff for their excellent service and professional attention. We will definitely be back soon; we felt right at home.We disconnected from the city of London for a few days in a great hotel thanks to

We have regularly stayed at this hotel for 2 days twice a year and another Kew Green run hotel also for 4 days per year in York I specifically asked when checking in as I am a Priority club member AND my wife has a disabled badge if parking was free as usual .I was assured it was and duly input the registration number of my hired van .Imagine my horror when the hire company presented me with a bill for £60 plus their admin charge of £30 .I rang the hotel and spoke to Hassan who told me it would be resolved and as it hadn t spoke to Tea who was most helpful but still 15 days later I have been ignored by the General Manager not even an acknowledgement .Last week I have put it in the hands of Intercontinental Hotels who have assured me that Holiday Inn will contact me .They have done nothing so far

Had breakfast on Sunday morning.. Excellent service given to us by staff Julie.

Came for a breakfast on Sunday morning at Holiday inn Shepperton. Julie gave a excellent service

Teá and Celine made our check-in so smooth, warm and welcoming. We had a lovely stay — the bed was incredibly comfortable, and the little touches like the coffee pods and chocolate bar waiting for us were such a nice touch.
We were staying for work and had a great, restful stay. The leisure centre is fantastic too. We’ll definitely be back. Thank you! 😊

The hotel room did not contain a single draw or shelf for us to unpack for a week-long stay.
We had to get assistance from Reception to open the room safe and were astonished that all their staff have access to the master key – we did not leave our valuables in the room safe.
I had hoped to use the pool / steam room each day, however the steam room was out of operation the entire week and the pool area was sometimes closed to hotel guests for water aerobics classes, and at other times busy with kid swim lessons and “club member” usage.
We were very surprised on arrival to learn that there is a guest parking fee, and despite correctly registering our rental vehicle with Reception we are still in dispute with the rental car agency over the multiple parking notices and fines assessed.
We did appreciate the friendly and happy hotel staff at Reception, in the restaurant, and in housekeeping and we did enjoy breakfast each day.

Excellent Service

We had a fantastic experience thanks to Reagan at the bar and Celine at reception. Both were extremely friendly, welcoming and professional. They went out of their way to make sure we were well looked after and made our stay even more enjoyable.

A big thank you to Reagan and Celine for their excellent service. They are a real credit to the hotel! ⭐⭐⭐⭐⭐

Very welcoming hotel and staff. Particular praise for Ayra on reception who was super helpfut but others were helpful too, didn’t catch their names.

We stayed 3 nights and considering how hot it was outside (30+ on first day) it was great to be indoors, use the pool and generally walk around the place.

And the room is very good, clean and comfortable beds.

Nice to see a bit of a kids sitting down area near the restaurant too, that wasn’t around last time I came 4 years ago.

The hotel was great and the staff were especially accommodating despite the issue with the water, especially Kraig who was very patient behind the bar and helped with food orders and drinks.

The location was lovely, secluded, peaceful and set away from any major roads. The nearest shops are quite a way away though, you need to drive to them, so best to make sure you bring everything you need. Signposting to the location was okay, but possibly one or two more signs to the hotel and car park along the road would be helpful. The atmosphere was nice, it was a calm environment, seating areas were spacious and the decor was nice - I especially liked the posters in my room. The room was clean, had everything I needed, though the wardrobe could have done with making it easier to hang a long dress, there was a single hanging rail which faced the front of the wardrobe instead of going along, and there wasn't enough space below it for anything longer than a shirt which wasn't ideal as I was there for a wedding. The air con worked perfectly, the bed was firm but comfortable, but the TV could have used more channels or the ability to cast to it. The shower was okay, could have been more powerful, but I didn't get to use it until the day I left as the water was out across the entire hotel on the day of the wedding! We had to get bottles of water from the bar, boil it in the kettle, and then I ended up having a strip wash out of an ice bucket before the wedding, because the sink in my room didn't hold water!

The site might need some fixing up though, in addition to the water being out, the lifts were out of order, the steam room wasn't working, and the grates around the hot tub kept coming loose. Might be worth doing a top to toe sweep of the hotel to make sure it's all in working order before the next 200 person wedding!

The food at the buffet breakfast was standard fare, but there was a good selection and despite being extremely busy, they made sure there was plenty available. The drinks were very expensive though, it was £15 for a double spirit and mixer, and a lot of people ended up going elsewhere to bring their own after seeing the prices.

I can't fault the staff though, on check-in Tea was lovely, she made sure I had everything I needed, and Celine did really well dealing with the water crisis and the many customer complaints, though I do think she could have done with more support from her manager. The front desk staff were left to handle all the customers, but they did a very good job considering, while I barely saw the manager. It would have been nice if the hotel management been more proactive in managing the water situation instead of simply reacting to the customers and leaving it to the front desk and waiting staff to deal with. The staff in the bar and restaurant were lovely and helpful too, special shout out to Kraig who despite being two months in did his best to manage the many cocktail orders, even though they'd run out of a lot of stock behind the bar, and he made sure everyone was happy with their drinks and not waiting too long, he did very well. Genuinely no complaints about any of the staff I interacted with over the weekend, they were all lovely.

All in all, not a bad stay, and the wedding was good, so would probably recommend!

Was at the hotel less than 1 minute and Tea from reception gave us the warmest welcome. Give the girl a raise! Fantastic people skills. Brilliant start to the trip

We just stayed for 3 nights for our 150yr anniverssary cricket tour. This was a group of 50 with 27 youth players and 21 adult with 2 choldren. For the location, decor, facilities, and hotel in itself as the group manager I was pleasantly impressed. Customer service from each one if the staffs that I had interacted with were very professional and helpful especially the two front office ladies Celine and Tea. They were attentive, professional, they listened and certainly went above and beyond to make our stay an enjoyable one. Having these two capable ladies at the front and dealing with them certainly made us feel secured and extra comfortable. I would like to thank Celine and Tea for their help over the course of our trip, and wish them both the best.

There are some areas for the hotel to look at improving is - communication and proactive stakeholder management. As a commercial entity you are vouching for large tour groups of different ages among the OAP holiday makers and your usual client tale. This must work very well with your earnings. As much as our stay went very well but there should be a guest level communication take place as we all check in for the type of group we are hosting in the same period. A hotel like this should be a place for everyone whether you are checking in for a romantic getaway, quite couple of nights or part of a group- there should be more concious efforts made to manage everyone's expectation not just one particular group. If an OAP group is your client tale who happens to be in the hotel at the same time as a sporting team, there need to be some of level of mutual understanding on both sides not just one. Swimming time- children swimming time strictly ended at 6.30 last entry. Our team left the hotel by 10.30am every morning and did not get back until 6pm yet so many adults who wanted to have a quite swim appeard during 6-7pm. Again this interuptions can be managed with pre communication to those guests by understanding what the group's itinerary is. Luggage- for a Group of 50 when travelling from overseas - at a min a hotel should be expecting 1 bag each for a contingent storage providing that hospitable service proactively however we did not feel there was any plan in place perhaps initially we were made feel it was a problem maybe without a solution. Eventually we did ended up getting looked after well once Sandra got involved. Again, proactive planning, and mutual understanding, and tailored communication to each one of your client tale individual, couple or group should make things a much more simpler and easier for everyone.

Thanks,
Shariful Islam

Another lovely stay at hotel….breakfast brilliant and staff the best….Hassaan for getting room organised and Julie and Alison in the restaurant…..Hope we have many more visits!

I've stayed here a lot over the last 2 years around 30 times roughly.

Upon arriving I was met by Celine, friendly, warming and probably one of my best welcoming if I'm being honest. When Celine was checking me in I queired my missing Greener points from previous stay which she rectified straigh away thanks Celine.

The hotel is quite busy as summer holidays are a busy time, and the pool in particular was closed at some points Also the steam room again was out of action which is disappointing as this when working is a great Steam room.

Room, lovely and cool, usually the AC in most hotels is pathetic but this was brilliant and really fresh. The bed great, the pillow on my previous stays weren't that great however this time unbelievable, really comfy, I think they have changed recently if they have it's gone noticed and I had a great sleep.

Breakfast il looked to eat early and service and food are really well prepared can't really fault it.

I've eaten here several times in past and decided to eat out for dinner but the food is pretty good. A good array of drinks.

Car park has plenty of space so you won't be short. Usually you have to pay for parking but as they are doing some work and given my points Celine comp these.

Overall very happy with the service from start to finish.

Rooms differ in sizes and accessories, if you book an upgrade you have Nespresso machine, chocolate bars which are great and a few snacks. Basic double shower, bath load of wardrobe space kettle with bag coffee which is so much better than freeze dried.

I'll be back again soon.

Thanks all

Celine at reception was very welcoming and polite, I enjoy my stay at this place in all aspects

What a peculiar hotel. It's stuck behind trees and high hedges in what appeared to be the middle of nowhere. It was as though the owners didn't want anyone to find it. Apart from our room's view over a maze of extractor fans, making it look like we were in the middle of an industrial estate, we never once came across a "view" from this oddly designed building. That's unless you count the evil-looking duckpond at the back (or was it the front?) of the building of course.
But first the good stuff. The place was clean, the food excellent and the staff, with one exception - see below - were friendly and helpful.
We visited on the hottest days and nights of the year and found we had a choice between leaving the noisy air con on all night or suffering under a duvet that would have been more fitting in mid-winter. Another downside was the room TV. Every channel we tried came up with "Subtitles not available", which meant I struggled to understand throughout our stay because of my hearing problems. On our first night I asked at reception if it was me who was missing something, to be told by receptionist Anya (?) that she would be up to our room to see what she could do "in fifteen minutes". Three days later we were still waiting. And another moan. Why were there no drawers in the room at all? A couple of narrow shelves at the bottom of the wardrobe and that was it.