Holiday Inn Express London-Hammersmith

I booked a room at this hotel for my cousin’s family, specifying a sofa bed for two adults and one 10-year-old child. Upon arrival, I confirmed with reception that the sofa bed would be made up, and was told it had been prepared. However, when they entered the room, we found only a bare sofa with no bedding. My cousin asked for bedding, only to be told he would need to change rooms and pay an additional £20 for what they now claimed was an “extra bed.” It was very late in the evening, and feeling they had no choice, my cousin agreed to pay and change rooms. The next day at checkout, I raised this with a male staff member named Menino at reception. He admitted he wasn’t sure what had happened and said he needed to check with the manager. However, instead of taking proper follow-up steps, he insisted I write down the credit card number used to pay the extra £20 on a piece of paper. This seemed completely inappropriate — any legitimate refund could be processed through their payment system. When I refused to give the credit card number for security reasons, Menino became rude, dismissive, and unreasonably aggressive. He abruptly ended the conversation, refused to assist further, and began speaking to the next guest while I was still calmly trying to ask for a manager. Even more shockingly, he told my cousin that he needed to "take me away or he would call the police" — despite the fact that I remained calm and respectful throughout. His attitude was deeply unprofessional, dismissive, and borderline threatening. He refused to address me directly and seemed to only communicate through my cousin, in a way that felt condescending and rooted in a very strange, almost sexist dynamic. I’m submitting this complaint to highlight both the unreasonable extra charge and, more importantly, the completely unacceptable way the situation was handled. No guest should be treated like this — with rudeness, intimidation, and a blatant disregard for proper conduct when it comes to financial details. I would not recommend this hotel based on our experience.

I like the location

10minutes walk to Hammersmith station. Beds are comfy and clean.