2/10 Terrible
Moses
8 Aug 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worst stay ever
Dear Ibis Hotels Customer Service,
I am writing to formally express my dissatisfaction with my recent stay at one of your hotels. This was my first time staying with Ibis, and unfortunately, it was an extremely disappointing experience from start to finish.
Upon arrival, I found the mattress in our room to be extremely uncomfortable—so much so that we had to go out and purchase a £30 mattress topper just to get through the night. When I asked reception whether all the rooms had the same mattresses, the staff were unhelpful and dismissive. I then spoke with the manager on shift, who said he would try to find us two extra pillows and a duvet to place over the topper, and that he would return in about 10 minutes. This was around 8:00 pm.
Two hours later, nothing had been delivered to our room. I returned to reception at around 10:00 pm, only to find that the matter had been completely ignored. While I understand Ibis is a budget hotel brand, that should not mean compromising on basic service standards.
In addition to the uncomfortable bed, we had to pay an extra £28 for parking, the “fan” in the room was ineffective and noisier than it was cooling, and there were holes in the bedding. The bedding was not even changed despite the cleaner visiting the room.
Overall, our stay was poor, stressful, and unacceptable—especially given this was our first experience with Ibis. Between the extra costs we had to incur and the lack of care shown by staff, this was far below the standard
Moses
Stayed 2 nights in Aug 2025