IBIS STYLES London Heathrow East ★★★

Imagine your worst nightmare. Multiply by 10. Then you have my nearly 2 week experience at this atrocious excuse for a hotel. I would not wish this on my worst enemy! Sadly any positives in my mind were destroyed by the despicable actions of some extremely rude, abusive staff who ruined the entire stay at the hotel and went as far as verbally and physically abusing me (by taking me into a closed side room, outnumbered 5 to 1 and then touching me against my wishes). As a disabled guest with heart problems, I was made to feel intimidated, trapped and afraid for my life. I came in with the intention of possibly staying on multiple future trips and for long periods at a time but i will certainly not be spending another penny here due to the horrendous way in which this hotel and staff treats its guests. Breakfast was not given at the time written on the check in card by the manager as he wrote the wrong time - yet the staff working acted like it was my fault and refused breakfast rather than fix their mistake!! I question how on earth this place has any positive reviews as i only heard of bad experiences from other guests.

Filthy rooms - Never cleaned properly and always missing essential items such as toilet paper and towels! Bins never emptied, cups never replaced, clothes thrown on the floor and bathroom filthy. Stained bedsheets with other peoples different coloured hair on them!! (They were happy to lie that they had changed the bedding!!) Staff pretended not to speak English when asked for the room to be cleaned despite the same people speaking English to you several times during the day telling you they will do it! How stupid do you think guests are? Rude, arrogant and abusive staff (not all of them but several i encountered) - Rather than fix their many failings they choose to create arguments out of nothing and to try to blame the guest for the fact that they didn’t do their job properly! Or worse totally lie and make up false accusations when they lost the argument. Then when proven to be lying - No Apology given and no disciplinary action taken by management!! Clearly no one cares about the guests! Medicine for Heart trusted with the hotel staff in their fridge was thrown away in revenge for me complaining about the filthy rooms. Hotel staff were happy to let me die without medicine whilst abroad and unable to get some more. Suffered severe chest pain all night after being abused and touched inappropriately by staff and was very close to calling an ambulance to the hotel overnight. What kind of Hotel takes a disabled guest with heart problems into a side room 5 staff against one and allows its staff to physically abuse (by touching guest against their will) and verbally abuse by shouting and arguing with the guest for merely wanting a clean room? Do you really want your child or wife staying in a place such as this? Do you want to be a guy blamed with lies by someone who is looking for an excuse for not doing their job properly? No one should ever have to suffer like i did!! You are better off sleeping outside during a Hurricane then staying at this hotel!!

Nothing to like in this horrendous hotel

- Arrogant, rude and abusive staff, very unhelpful and not interested in guests - Location is too far from heathrow airport and London city centre - requires train and bus changes for both which are very costly and complicated - Dirty Rooms - not cleaned properly and bedding is not changed often. Frequent mistakes with many things not being done properly and needing to be fixed. Staff unhelpful and unwilling to do their job and seek to blame guests - Bad Wifi frequently doesn’t work and so data roaming is often required which is expensive - Cold breakfast only and closes very early - no eggs, hash browns etc - Bar closes too early but many drunk people sitting around all night on the weekend - Restaurant is overpriced for the quality and service is poor. Food quality was bad - No phones in the room to contact reception and difficult to get anything fixed - Directly under the Heathrow flight path with planes flying every minute directly above - There are many airport hotel options which are both closer to the airport and not on the direct flight path - Not in a nice area for family or couples. Unhelpful and rude staff. Hounslow has a lot of gangs of youths roaming around particularly on the high street - Not suitable for business travellers as no computers or printers in the lobby. Low standards and terrible service - No fridges or minibar in the rooms - Understaffed, falling apart and basic requirements of a room and hotel are not met - Unprofessional - Guests belongings thrown away and cannot be trusted to hotel staff Many negatives and no positives. Stay elsewhere and save yourself the headache!

Sadly the entire trip was ruined by the filthy state of the rooms each day and the despicable actions of some rude and abusive members of staff who went as far as shouting and arguing with me only for asking them to do what they had promised me many times that day (clean the room - made me wait the entire day without a shower or toilet paper) and physically assaulting me (touching me) with no apology! Only in this horrendous hotel would this kind of behaviour by staff be tolerated. Management are completely failing to understand the most important concept in a services business which is: That the customer is always right and without customers your business is finished! It takes 2 people to have an argument and blaming the guest because you have failed to provide a clean room every single day for 2 weeks and do what you repeatedly promised the guest is completely unacceptable and touching a guest physically is absolutely disgraceful! The hotel needs to think carefully about the kind of people it hires. There were some very nice people such as Kinga, Parvez, Natalia, Abbas and Marianna but sadly when other extremely rude, arrogant and abusive members of staff LIE and create an argument out of nothing (because they failed to do their job) then the guest is left outraged! Had one of the named people above made mistakes there would not have been any problem because they are generally polite and kind so every mistake can be forgiven. Any issue can be quickly resolved with a simple apology and action to fix the problem. But when the despicable, rude and argumentative staff that work here, instead of offering to fix their mistake, have the nerve to start immediately shouting and arguing at the guest as though its his fault that they didn’t do their job repeatedly then you will no doubt enrage the guest who is merely seeking the clean room that he has paid for! Never in my life have i been treated so badly in a hotel and this was the worst hotel i have ever stayed at!

Some very rude, argumentative and abusive members of staff ruined the entire stay! Rooms were not cleaned properly on most days for 2 weeks and totally filthy, often with no towels, toilet paper, bins not emptied, no mugs and disgusting stains/hair from other guests on the bedding which was frequently not changed. Unhygienic and sickening. When i frequently raised this problem, i was just met with abusive, argumentative and arrogant staff who had no regard for guests. Also under the Heathrow flight path with planes non-stop flying directly over the hotel. No regard for customer service or guests. Breakfast was also denied on one occasion despite the manager writing the wrong time on my check in card and me going at the correct time based on his official guidance. In any other hotel, the staff member serving breakfast would look at the wrong time written on my check in card by the manager and then offer me something from the kitchen to fix the HOTELS MISTAKE. Here, as always i was treated as though it was my fault and was sent away hungry and upset! To add insult to injury, my extremely important heart medicine (which i had placed in the hotels trust) was also thrown away by the staff from the hotel fridge as revenge for asking them to clean the rooms! This is the kind of despicable human beings you will encounter at this hotel. Who the hell throws away someones essential heart medicine while their abroad and cannot obtain more? These are truly inhumane individuals and you should avoid them at all costs for the sake of your sanity! NEVER IN MY LIFE HAVE I BEEN TREATED SO BADLY AT A HOTEL AND I REALLY HOPE THAT YOU DO NOT MAKE THE SAME MISTAKE BY STAYING HERE! YOU ARE BETTER OFF SLEEPING ON THE FLOOR OF HEATHROW AIRPORT THAN STAYING IN THIS HELLHOLE OF A HOTEL WHERE YOU WILL BE TREATED VERY BADLY BY RUDE AND ABUSIVE STAFF AND STAY IN A FILTHY ROOM WHICH IS NOT CLEANED PROPERLY AND HAS OTHER PEOPLES HAIR AND STAINS ON THE BEDDING!

NOTHING! I'm a Hilton Diamond Member, Marriot Gold and have had hundreds of stays in 40+ countries and i can honestly say that this was the worst hotel experience of my lifetime! Never in my life have i felt so outraged at the despicable way in which a hotel treats guests and the absolutely disgusting state of the rooms. I had a nearly 2 week stay so clearly saw the extremely rude staff who had absolutely no regard for customer service/guests. Rooms were filthy and everyday something wasn’t cleaned properly. Some days there were no new towels, no change in bedding/had other peoples hair, no toilet paper, bins weren’t emptied, no mugs/tea, clothes thrown on floor, bathroom/toilet not cleaned. What outraged me more than the disgusting state of the rooms was the way in which the extremely rude staff dealt with issues. Many times i had to ask for something that the rude/abusive cleaners had not done and instead of trying to resolve this i was made to feel as though it was my fault that they had not done their job! Once they lied that they had put clean bedding on and only after i showed them a pic of someone else’s different color pubic hair on the bed did they reluctantly change it. Another time, after promising me the room would be cleaned 3x that day, i was left waiting the entire day for new towels and toilet paper! Then when i reminded, i was met with abuse from the extremely rude/argumentative staff who even had the nerve to deny that they had agreed to clean the room!! When i tried to walk away from the verbal abuse from the staff i was chased down the corridor, followed into the lift and continued to be shouted at/argued with. The despicable staff member then continued to argue with me in front of the manager/many guests and it was extremely embarrassing. The hotel staff had not done their job properly. Not cleaned my room as repeatedly promised. Made me wait hours. They had been rude, abusive and argumentative to me!!

Yet to add insult to injury, they tried to LIE and deny they had even told me that they would clean the room 3x and even make out that it was my fault! Then to my absolute horror, i was taken into a side room with a locked door by 5 members of staff and at one point even physically touched by abusive member of staff with 3 people shouting to ‘stop touching him, stop touching him.’ It was 5 hotel staff against one disabled guest in a closed side room and i was scared and afraid for my life. I was also shocked and disgusted at being physically assaulted/touched by a member of staff with absolute impunity. I recorded this horrific encounter as felt very uncomfortable and terrified and should the hotel seek to deny any of this i will be passing this on to the Daily Mail and London Metro news who frequently publish footage of people being abused to the outrage of the British public. The headlines will read: 5 members of IBIS Hotel staff lock a disabled guest in a side room and physically abuse him by touching whilst there are screams of ‘Stop touching him, stop touching him’ on the recording! Had i been a female, outnumbered 5 to 1 in a locked room and being touched inappropriately by hotel staff members someone would already be going to jail for this! Despite the evidence clearly showing that the abusive and argumentative staff members had completely LIED and had been the one abusing, arguing with, chasing, shouting at me and even physically assaulting me (by touching me (hotel guest) against my will), no apology was given by the absolutely despicable, rude/argumentative staff/management members involved! Management dealt with this very badly and demonstrated that they have no regard for customer service or guests! No apology given and no disciplinary action taken against the person who touched me! In any other hotel, this would have been fixed with a simple apology and prompt cleaning!

Good for short stay Smooth check-in Proximity to airport and public transport Lot of restaurants at 10 min walk Neat and clean, new property. Comfortable sleep.

We stayed for more than a week and there was no proper room cleaning, it felt like they are just understaffed and doing just formality. They wouldn't change the bedsheets regularly, leave the cups/spoon dirty. They have a whatsapp number for any request from reception as no phones in room, but nobody cares to monitor that WhatsApp.

The hotel has a nice art deco style interior. That includes the rooms as well, which was clean, tidy and had plenty of space. The location was easy to access by bus (H91). The staff was friendly and very helpful. The mocca at breakfast is a must-have!

The location is a bit off though, especially that originally it marked on the map in Hounslow central, therefore it is a bit tricky to access it by the Piccadily line. The breakfast could use a bit variety on the savoury side (more meat options and some veggies would had been nice). The windows cannot be opened and there are no instructions in the room how to operate the air conditioner/venitillation. Same latter applies for the safe as well. And the music in the lounge/breakfast area is out of touch with the hotel's style

I think charging for parking is a put off especially when you are paying for other rooms could be looked at and maybe discounted for people trav together .

Everything else regarding this hotel was very good. I loved the room especially the beautiful big mirror.

The shower lotion in the shower cubicle was empty. The same shower lotion was full but we were unable to use it in the shower as it was fixed to the wall. Just as well I had my own shower gel. Also the shower water temperature could have been hotter.

room is very quiet and comfortable

The breakfast was a bit of a let down as the hotel only serve continental breakfast, compare to holiday inn express which is similar. Holiday inn also have a grab bag for guest who are unable to seat down to have breakfast.

The hotel was excellent. The soundproofing meant that in our room we were not disturbed. The staff catered for Gluten Free and lactose intolerance diets as requested - thank you. Good breakfast. Staff were helpful and friendly.