Crowne Plaza London - Docklands

Western Gateway | London, ENG E16 1AL  [SEE MAP]London, ENG  [SEE ADDRESS]

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Guest Reviews

Tripadvisor Traveler Rating 5

Very comfortable hotel and at a great location

Sep 21st, 2020

The hotel is very comfortable and at a great location. More particularly, staff are very polite, friendly and helpful. Shout out to Khalid, the night duty manager who was also very pleasant. I enjoyed the breakfast as well. My only disappointment is that the car park is quite overpriced at £20 per night. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Bank Holiday weekend

Sep 1st, 2020

Beautiful hotel and amazing service from Marzia, Jarson and Adina who all went above and beyond to make our stay a memorable one. Clear social distance protocol all throughout the hotel made also made us feel very safe. I would recommend this hotel for a cityscape! TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Worst customer service from the night duty manager in my 20 years hotel working experience

Aug 1st, 2020

Last night, after driving 6 hours from Cornwall to London arrived at 11:00pm at the Crowne Plaza Dockland hotel, the night duty manager Khalid refused to check me in and turned me away at such a late night because I did not bring my IHG owner association card. After failed to convince him, I wanted to speak to another person from the hotel who can understand my situation better but Khalid said he is the person in charge of the hotel and there is nothing he can do if I can not present the card, as he needs to take a photocopy of the card, otherwise IHG wont pay the hotel for my stay, so I could not check in. I was totally shocked and speechless when he insisted that is the only way to check me in. I stayed in the past 5 nights in different hotels, but never had been asked to present the owner card, nowaways people would not carry all your physical membership cards especially I have never been asked to present the card, including my previous stay at this hotel. I have tried all other alternatives to verify my identify, such as my driving license, my bank card, my IHG apps, i even used the app again to book another night to prove it is the genuine booking, but Khalid insited only the membership card applicable. I felt like speaking to the wall. There was definitely lack of experience and flexibility, however if his best practice to stick with the rule and policy, which funny enough he could not show me the term and condition on screen or paper, just kept saying it is the common sense. I like this hotel, but if i have to deal with this poor custom service, i wont recommend to anyone. From my 15 years working at the hospitality industry, i would point out a few things to the management: 1) Khalid insisted the presence of the owner membership card. Clearly he failed think about the hospitality and failed to seek for alternative solutions. I would think all customer service training would suggest you to find alternative solutions rather than no, only way, cant do anything, nothing I can do, common sense, etc. 2) I have told him that i stayed at the hotel last year December, i was never asked for the IHG owner card, also presented my driving licences, bank card, IHG apps, even taught him how to verfiy my IHG membership number to match the number in his booking system, two way verifications, he still insisted the term and condition to see the physical card. 3) The IHG owner card is just a simple plastic card, only have the name and the membership number on it, no pic. I do not know how this can be a tool to verify myself, better validation than the driving license. 4) He did offer that if i was willing to pay at the walk in rate, he would let me stay. Does it mean only money talks?! 5) There was a new trainee next to him, if he is proving his authority or acting as the role model then, I started to worry if he has given the best training to the new guy. 6) Revisit last night case, perhaps i should have said i lost my wallet or card, then he may start thinking to find an alternative solution, but as the IHG customer, this is really not my worries, i would suggest the management to provide more trainings. On the other note, anyone can say it is the hotel policy or terms and condition of IHG, but you need to present the black and white document. Overall, worst hotel experience in my 15 years hospitaly experience. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

The Best Hotel Stay So Far this year!

Mar 15th, 2020

We had our room upgraded to a Junior Suite, absolutely amzing view and room. Clean and comfortable wihth a spacious living and bathroom area. Nice touch of a Nespresso coffee machine, This Works Sleep spray was a bonus! Would recommend this for a stay in the Docklands area. Staff were awesome and kind too. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Concert Stay

Mar 8th, 2020

My wife and I stayed for a Saturday night to visit the O2. First impressions were very good but the check-in agent insisted that a £50 pre-charge on my Mastercard was mandatory then argued that my reservation was’t pre-paid. I asked for a view and said it was my wedding anniversary, which it was. She offered a dock view for £30. I said no. She reduced it to £19. In an empty hotel, I said no out of principle. So the room is great. Not the view. Shower good. Bed very small but supremely comfortable with great linens. We slept well. Apart from the kid shouting through the connecting door at 7am. Breakfast was nice but the room was sweltering. The guy that checked us on the list told us to find our own table. Big no no. We weren’t offered coffee. The check out was easy but the check-in person had double charged me for the room despite our conversation so do check your bill here. The hotel is clean and upscale for a moderate price. I would stay again because the DLR is right behind it and they have good parking but there is room for improvement. TRIPADVISOR.COM USER 

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