Crowne Plaza London Docklands by IHG

Reviews

• JJ

  JP

  Jun 22, 2026
  4.0
  Was going to leave a terrible review as was made to wait a couple of hours at check in, but it wasn’t really the fault of the hotel more them being sticklers over a deposit our company’s booking agent should have sorted. Anyway bad review avoided by a lovely receptionist called Aqsa who was sweet and apologised and alleviated our 15 hour day (away with work) with kind words and some drinks vouchers 👌 well played 😂
• JS

  Jacqui Small

  Jun 22, 2026
  5.0
  Lovely hotel right opposite the O2 lady to get to via the cable car. Only negative comments were there was a private function on the Friday evening which meant we couldn't enter or exit via the main door. They have work going on at the rear entrance which is where the car park is which meant you had to walk right around to the front and one of our party has mobility issues. However, it was a pleasant stay.
• BF

  Bupe Fathi

  Jun 21, 2026
  1.0
  Title: Denied Check-in at 10pm Despite Full Prepayment – A Distressing Experience for My Family. (IMPORTANT READ THIS) I am extremely disappointed by my recent experience at this hotel on 21 June 2026 under the supervision of Ahmed and the front desk team. My two-night stay had been fully prepaid several weeks in advance. However, I was denied check-in because I could not present the original bank card used to make the booking, as it had since been lost, expired or replaced by my bank. Despite providing multiple alternative forms of verification – including my driving licence, replacement bank card, booking details, proof of payment, and my long-standing IHG membership (since 2011) – none of this was considered sufficient. I was told I would either have to pay for the stay again or be refused accommodation. What made the situation particularly upsetting was that this happened at 10pm in London, leaving my family and me, including two young girls, effectively stranded despite having already paid for our accommodation. I fully appreciate the need for security and fraud prevention, but policies should be applied with common sense, flexibility and compassion. Cards expire, get lost and are routinely replaced by banks. It is difficult to understand why multiple forms of identity verification were disregarded in favour of a single requirement. As a loyal IHG customer of more than 15 years, with another booking already scheduled at the same hotel, I expected a far more customer-focused and humane approach. No family should be put at risk of being left without accommodation late at night because of an inflexible policy that fails to account for common banking circumstances. I hope IHG reviews both this incident and the policy itself to ensure other guests do not experience the same distress and embarrassment. Would I stay here again? Not unless I receive reassurance that customer welfare and common sense are prioritised alongside security procedures.
• SM

  Steve Marritt

  Jun 14, 2026
  1.0
  I booked this hotel primarily because of its location, which unfortunately turned out to be the only genuinely positive aspect of the experience. From arrival, the stay was frustrating. The hotel was undergoing refurbishment, yet there was little to no clear signage directing guests to reception. Check in felt disorganised and unnecessarily awkward. The same lack of communication extended to the bar and other facilities, leaving guests to work things out for themselves. The room itself was acceptable, but the facilities were not. The iron provided was dirty and ruined one of my shirts. When I reported this, I was offered dry cleaning for the damaged shirt. However, after using the iron again on a second shirt, that was marked as well, making the offer largely meaningless as I was travelling and needed wearable clothing immediately. The most significant issue was the television. It appeared to be locked on and could not be controlled using the remote. I even changed the batteries myself to rule out a simple fault, but the issue remained. The television stayed on throughout the night, disrupting sleep and creating a thoroughly unpleasant experience. I reported the problem, yet nobody attended until I was literally checking out of the hotel. At checkout, I was offered a complimentary breakfast and another offer to clean the damaged shirt. Frankly, these felt like token gestures rather than a genuine attempt to resolve the problems experienced during the stay. The issues had already impacted my trip, my clothing and my sleep. A complimentary breakfast after the fact did little to address that. What is perhaps most disappointing is that my complaint remains open through Booking.com with no meaningful response or resolution. I have video evidence of the television fault, yet there has been no serious engagement from the hotel and no attempt to provide appropriate recompense for a stay that fell well below expectations. For a hotel operating at this level, I expected significantly better service, better communication and a more professional response when problems were raised. Instead, I was left feeling that the hotel was more interested in offering superficial gestures than taking ownership of the guest experience. I rarely leave negative reviews, but this stay was genuinely disappointing from start to finish. I hope management takes this feedback seriously because the current standard of service is simply not good enough.
• JT

  Joe Turner

  Jun 14, 2026
  2.0
  The customer service and the condition of the room are the reasons this hotel only gets 2 stars from us. We checked in, dropped off our luggage, and rushed out to the O2. Before leaving, we noticed a strong sewage smell in the room. In the hope that it would clear, we left the window open and headed out for the evening. When we returned, the smell was still there. As there was no one at reception when we came back, we decided to try and get some sleep. Unfortunately, having to sleep with the window open in central London made for a terrible night's sleep. The next morning, we mentioned the issue to reception before breakfast. To their credit, the maintenance man was sent up immediately and discovered a problem with the shower trap, which was causing the smell. However, although the fault was fixed, the room still smelt awful when we returned from breakfast. The odour was so unpleasant that we decided to check out early. We received absolutely no apology or compassion from the front desk staff, which was disappointing. After our stay, I received the standard "Rate Your Stay" email. After completing it, I received what appeared to be a completely AI-generated response, which gave the impression that there was no genuine interest in the concerns we had raised. On a positive note, the hotel's location is excellent, ideal for the O2 or ExCeL and with easy access to the Tube for central London. The breakfast was also faultless. Really tasty, with plenty of variety. Overall, we left disappointed by the customer service and the condition of the room. With better handling of the issue and a more empathetic response from staff, this could have been a much better experience.