ibis Styles Londres Excel (anteriormente Custom House Hotel) 3 estrelas

What a great hotel with service that was excellent. I have to give a massive shout out to Joshua and amdreea who served us at the bar in the evening, great rapport with everyone, nothing too much trouble, a credit to the hotel, please pass on my thanks, if there were more staff like this in London Hotels it would be great.

On 1st August, I booked and paid for a room for the London Marathon at a price of £78.38. Today it has been cancelled and surprise surprise you can now book the same room for £166 to £239 depending on where you book - within hours of being cancelled, what a bunch of crooks. I have re-booked with another hotel and intend never to book with IBIS ever again in the future -their loss, as myself and my family use hotels a lot. I would very strongly not recommend booking with this company if you need reliability.

Really clean hotel. Nice staff really friendly. Good location also next to Excel Exhibition Center and DLR line to central London. Avoid room 001 if you have sensitive ears because of the proximity of the hotel air coolers.

A very disappointing stay. I understand that COVID-19 means hotels are going back to basics, and I think most travellers have adjusted their expectations accordingly, but this place needs to get the basics right especially when there are much better offerings locally at much the same price. From long waits to check in, to loud arguments between staff and guests, and a hotel room that still smelled like weed - this was definitely a poor show. They have removed phones from rooms and replaced them with a Whatsapp number you can use to contact reception. This is a lovely idea, however 48 hours later and the messages weren't even read. I had to make several trips down to reception before I found anyone there who could deal with my request (heater for room since the heating wasn't working). Suffice to say, I did not extend my stay and instead moved to another local hotel for the following nights. A real shame as many of the Ibis Style hotels across London are still managing to offer very good service in these challenging times.

As a single mom, and as a financially responsible parent - We book and save ahead of time and book our trips early (if we can afford to book any that year). January 2020, I booked a stay for my son and I, directly with Ibis for July 2020. I wanted to support their business and not have them pay commission, I had always booked through an agency over my last visits. This time, ignorantly, I booked directly with IBIS/Accor hotels. As the world (except for IBIS and Accor Hotels know), COVID hit. Our flights to London were cancelled ( and REFUNDED), and London was added to the do-not-fly list. I reached out to the hotel, who apparently, are completely oblivious to the global pandemic, and offer to either change our booked dates to 2021 or refund my stay. They choose to do neither, nor offer an alternative. Accor Hotels / Ibis are under the most unethical and ruthless leadership I have ever seen. I have worked in the hospitality business for over 10 years - “hospitality” is something their C-level management know nothing about. They have left all their customers with massive losses on cancelled events and are 100% unreasonable and heartless in being human, and reasonable to the pandemic situation. Everyone who booked through Booking.com and other agencies have been refunded. NEVER EVER EVER - book directly with this hotel. Absolute abuse of power. I will never stay at a company this unethical and ruthless again.