Holiday Inn Kingston South Hotel

We stayed here with our baby whilst visiting family in the local area. It's a great location for Surbiton (and the station with the line to Waterloo), Kingston and Hampton Court, all within walking distance. The location of the hotel is pleasant enough, on a fairly quiet road with the Thames just across the way. Rooms were clean, spacious comfortable and quiet. We stayed in a room with a balcony overlooking the river, which was lovely. The bed was huge and comfortable, the bathroom was well equipped and the shower was lovely! The only annoying thing was the fridge only worked when the key card was in the room, it would have been helpful even if everything else was switched off, that the fridge stayed on. Breakfast was good, small amounts of fresh food were brought out regularly and the dining room was bright and airy. The car park was about a one minute walk from the hotel and very convenient and good value. I'd definitely stay here again.

I'm a longstanding IHG One Rewards Gold member and I'm sorry to be writing this, but my experience left me out of pocket through no fault of my own. I phoned the hotel simply to ask whether my two rooms could be cancelled and what the cancellation policy was — an enquiry, nothing more. The young member of staff who took my call did not know the answer and said they would find out and call me back. That callback never came. Instead, I received a cancellation email — the hotel had gone ahead and cancelled the rooms without my instruction. When I phoned back, the same staff member confirmed he had cancelled the rooms and assured me I would not be charged. The following morning I was again told not to worry and that everything would be sorted by a manager. Despite all of this, I was still charged. Two room charges of £165.73 each, totaling £330, have left my account. The hotel has since emailed me apologising and acknowledging that the information I was given was incorrect — yet I have still received no refund. Despite repeated attempts, I have had no resolution. The hotel cancelled the rooms, its own staff confirmed I would not be charged, and the hotel itself has admitted in an email that I was given incorrect information — and yet the £330 charge stands. Had I been told the rooms could not be cancelled free of charge, I would simply have kept the booking and stayed. Disappointing from a Crowne Plaza property. I would caution other guests to get every assurance about billing in writing. I have now escalated the matter to IHG guest relations.

Very happy with the hotel given I eas dubious of some recent feedback. Staff were very friendly. Everything worked in the room and decent enough space. Car park had plenty of space over the weekend. Breakfast was good. All round no complaints so 4 stars and happy with stay. Some great riverside pubs with eateries a 5-10 min walk away.