Best Western London Ilford Hotel

Andrea was very nice, helpful and funny . Both receptionist were lovely and very welcoming and keen to help . Very good experience ! Would definitely recommend to others. Prices were fabulous. Checking in was hassle Free. Once again; customer service was top tier!!! A must for the prices of the rooms!! less

So when I checked in the lady looked rushed off her feet and didn't stand when I approached the desk, (as I work in a hotel I know how important this is to make the guest feel welcome) she didn't really explain anything then asked for a £50 deposit which would be returned in 5 - 7 business days...... We got to the room and the bath had no plug and the duvet cover actually had damp on it, I then asked that the room not be cleaned when we leave as we had my xbox and lots of other expensive items in the room we returned and it had been cleaned!! When we checked out the lady didn't even look up from the desk!!! she stayed sat down looking at her computer and was like thanks no have a nice day no mention of how I would get my deposit back. I checked out on August 20th today on September 14th I now finally have my money back only because I have had to log it as fraud with my bank!! Please avoid this hotel at all costs just don't stay, the staff are rude and when you try to chase your money being returned they become very shady and are hard to get a hold of this was mine and my husbands 1 Year Wedding Anniversary getaway and I would never stay again. Nikki less

Rang hotel to complain twice told only move me on 3 complaint I said wing get chance and left hotel. Lots off gathering of foreign people outside annex . I was basement under metal walk way heard everything less

Stayed here many years ago and enjoyed the stay. Hotel is basic, clean but not one to be going around in evenings with family as the neighbourhood has gone downhill and will see people high on substances walking around or passed out on the street. Lots of people hangout at the front of the hotel in the evening which can disturb sleep depending on location of the room. less

I stayed with my wife at best western Ilford. Children stayed at their cousins not far from the hotel on Friday night, 31/7/2020. We travelled a good distance, and initially the service from the young gentlemen was great. We arrived for breakfast at 9am as the slip on arrival stated breakfast till 10:30. A lady by the name of Andrea, at service reception said breakfast had finished at 9am!!!! I showed her the slip which I have a picture which clearly states 10:30. I asked Andrea that neither staff or any on booking does it state this. I got a shrug of the shoulders as to say, what do you want me to do? And felt she wasn't bothered or i had disturbed her. All i got was , its covid and things have changed. I'm sure they have, but without any information / communication....having that sprung on me first thing is something I wasn't expecting. I was pointed towards the the mini packs of cereal, again I took pictures to show the amount and quality. The justification I got was, the breakfast was 'complimentary'. This is poor customer service at the highest levels. However after looking at best western website, there was no mention of complimentary breakfast. It says breakfast included when booking, again I can evident this ! I asked for a manager's name, details, but i got a generic email address to which I will be using. When asked for the ladies name (andrea ) she wouldn't give it until I reminded her she has no name tag or identification and I needed this, which she reluctantly gave. Again, i have pictures to evident. I was advised the manager rarely comes to site so email her. Straight away I got the impression of non professionalism and a lax lazy laidback attitude. We all on this planet understand the dangers of covid and I trust and empathise with those people and families. However to use that for not being prepared is disgustiging. To calm down I went to make coffee as there was no brekkie,  however cutlery seems to be rare and not available. I proceeded to go to the kitchen area where many guests before me were entering to get the attention of the catering lady. Upon entering there was no people present and keys and paperwork were just lying around in the kitchen which is being doubled up as a store room. I have taken pictures to evident my experience. The health and safety was non existent and i will be posting pictures . I will not be eating so from this building after seeing what I have. I shall also be sharing my experiences to all local family and friends. I shall await a sensible reposne and i would highly recommend training for staff very soon. Ps, the bin bag at the bottom of the stairs is a health and safety hazard but I shouldn't be surprised after my experience but seems norm to the staff and some cups used were not even best western branded, but branded with another language altogether and I felt very uncomfortable when staff were speak their native language with each other not knowing if they were speaking about me or not as they were looking my way when communicating. Not the experience we were seeking or expected and we shouldn't feel like this when this is the fault of the business. less