Holiday Inn Express London - Luton Airport by IHG — Hotel in Great Britain

Upon arrival at your hotel, my family and I, consisting of two adults, two children, and an infant, encountered a distressing situation orchestrated by Alex during the check-in process. Despite my prior booking for a room accommodating four individuals, Alex adamantly refused to allow us to check in, citing an issue with the number of guests. Despite explaining the situation and expressing my willingness to pay for any necessary upgrades or additional accommodations, Alex displayed a complete lack of empathy and understanding.Our ordeal continued for over an hour, with Alex continuously obstructing our attempts to resolve the situation amicably. Instead of providing suitable solutions or demonstrating professionalism, she resorted to hostile behavior, including shouting and physically blocking our access to the room. This culminated in her outrageous demand for one of the adults to vacate the premises immediately, leaving my family stranded and vulnerable in the middle of the night.The treatment we endured at the hands of Alex was not only unacceptable but also deeply distressing. Her behavior exhibited a complete disregard for customer service standards and basic human decency. What is even more concerning is the possibility that her actions were motivated by discriminatory attitudes towards our visible Muslim identity. The insinuation that our religion or ethnicity played a role in her treatment of us is deeply troubling and cannot be ignored.As the head of my household, I was left with no choice but to seek alternative accommodations in the freezing cold of the night, exposing my family to unnecessary discomfort and distress. This experience has left us feeling deeply traumatized and shaken, tarnishing what was supposed to be a pleasant stay at your establishment.I implore you to take immediate and decisive action regarding this matter. It is imperative that you investigate this incident thoroughly and hold Alex accountable for her reprehensible conduct. Furthermore, I urge you to implement measures to ensure that such incidents do not occur in the future and that all staff members undergo comprehensive training on diversity, inclusion, and...

This hotel was perfect for an early morning start to catch a flight and is the closest hotel to the terminal building. Sadly we had to leave before the breakfast was ready so could not take advantage of that but they do start it from 4am which is still pretty early!

The hotel is directly opposite the Mid-term car park which is where we had to drop off the car the next day. It cost us £8 to park at the hotel for our stay which is pretty standard for such places. The rooms are actually pretty small if you are using the sofa beds/ staying with a family but for one night it is more than tolerable. They are however welled designed and will serve you well for a few nights if needs be. Wi-Fi was fast and free. We had a view over-looking the Airport's runway and although they have gone to great efforts to block out the nose, as a light sleeper I could still hear the roaring of the planes but it didn't disturb me that much.

The staff were nice and friendly. We did have an issue with our room in that the sink became blocked as soon as we brushed our teeth for the evening and all stinky black bits started to come up from the plug. It was left to the reception lady to try and help us solve the issue. She really didn't have a clue about pluming (why should she?) and just provided the tools for my wife to do the best she could to make the situation acceptable (essentially WE did the plunging and removed the blocked pipe and placed a bucket under the sink). They did offer us another room which was the right thing to do but with two young children and it getting on late in the evening we were settled in and with a 3am start, the last thing we needed was to be moving rooms. They did also offer an unspecified discount it we were to order some food but at 9pm at night I think they knew there was no way we would take them up on this but it was nice of them to offer? A part from the slight inconvenience of the sink issue we really didn't have any issues with our stay and would not hesitate to stay again or...

I recently stayed at the Holiday Inn Luton Airport and had a generally positive experience. The hotel’s location is incredibly convenient, especially for early morning flights, as it is just a short walk or shuttle ride from the terminal. The rooms were clean, modern, and well-maintained, with a particularly comfortable bed that ensured a good night’s sleep before an early flight. Additionally, the staff were welcoming and efficient, making check-in and check-out smooth and assisting with any queries.The on-site restaurant offers a decent variety of meals, and the breakfast buffet was plentiful with a good range of options. Room service was prompt, and the food quality was satisfactory. The hotel also provides good amenities, including a fitness centre, free Wi-Fi, and business services, with ample parking for those driving in. However, being close to the airport does bring some inevitable noise from the planes. While the windows are soundproofed, light sleepers might still notice it.While the convenience is a huge plus, the rates can be on the higher side compared to other nearby accommodations, so it's worth booking in advance to secure a better deal. The immediate area around the hotel is quite utilitarian, with few attractions or dining options outside the hotel itself. Nevertheless, the Holiday Inn Luton Airport is a solid choice for those prioritising convenience and comfort before or after a flight. The staff’s hospitality and the hotel’s amenities make it a pleasant stay despite some...