Caledonian Travel review: IBIS Budget Hotel Heathrow London

We arrived at the hotel on Saturday 9th December in the evening along with another 3 coaches. we had to queue with our luggage on flights of stairs for possibly 45 minutes.

whilst checking in customers were returning to the desks to complain their heating was not on. there was a handyman near by who went off to sort this out. this made me think they were expecting problems with him being on hand.

we went to check in and were given the paperwork to point out our details to them. we got our key to the room, noted the sign saying no carry out food allowed and went to the restaurant.

At the restaurant there was a massive queue. there were no tables and chairs to sit at. We joined the queue and stood or one hour. The staff were having trouble understanding the orders. Two people were on the till, one person was making pizzas and the receptionists and the handyman were running out delivering the meals to the people lucky enough to have a seat and their meal ordered. People started to give up in the queue and leave without eating to go to their rooms. By the time we got to the front we had lost our appetite. The menu was terrible (fine if you like burgers and pizzas mind!).

The girl could not understand our order. I ended up paying for 2 drinks and taking them to our room where we ate cakes which we had purchased in London earlier that day. there were no seat for us to sit at. The two receptionists at the till were giggling and I had to ask them to take my payment for the drinks. they were very rude. i think the problem was there was not enough staff to deal with the amount of guests, there was certainly not enough table and chairs for customers to sit at and whilst I am not racist the fact that the staff were not english and could not understand the customers, slowed the process down even further.

I have travelled with caledonian travel in the past and stayed in lovely hotels without complaint but I would hate to every have to stay in this hotel again and it puts me off booking up again if i am honest. I would reconsider sending any of your customers to this hotel again in the future.

Can I just say our bus driver, Tim, was brilliant and he was so helpul and pleasant.

I await your reply.