London Docklands (Excel) hotel

Lovely hotel. A bit far from any shops so make sure you have all you need if not driving. They do sell little packs of essentials though if stuck. Great staff and a lovely atmosphere. We were in room 531 and had a great view of the runway.

We had a flying visit to London last week for the Chelsea Flower Show. The hotel was ideally situated only a 5 min walk from Prince Regent Train Station. Our room was perfectly adequate, clean and very comfy beds. Our meals were lovely. Great offers on 2 for 1 cocktails. However what made our stay was the very friendly staff especially the amazing Sandra. Sandra was busy serving in the bar/restaurant while also keeping an eye on reception. She was amazing! Thank you Sandra for helping us with our taxi booking and for looking after us on our brief but lovely visit

Great place to stay if you want to catch an early flight from city airport. New restaurant and plenty of choices.

Came for comicon (as we have for the last 3 years) and it seems to have declined in quality this year. Check-in is now done on kisosks which would be fine if they actually worked but unfortunately ourselves and other customers were stood around confused for a while after 3pm until we could catch a staff member who manually turned them on where they then went on to not work and a member of staff had to check us in the original way. Lunch service was poor the server wasn't familiar with the menu and missed off one of our items, this however was quickly rectified when we asked about it. Dinner service was also poor, we were missing a starter and instead of bringing the missing one we received our mains, again the missing starter was eventually delivered but not after the member of staff that served us insisted that the item that had been ordered was not on the menu. Getting the starters and mains at the same time was also not ideal but perhaps that's how the restaurant is doing meals now. Breakfast was also unfortunately poor, a member of our group has an allergy so they were asked to order separately but this meant they had to wait nearly an hour for food. Despite the service issues there were no problems with the food its self but having a problem every time we've eaten was very frustrating and not an issue we've had previously at this or any other premier inn. The rooms were average premier inn quality so perfectly fine though a staff member did randomly enter the room without even knocking and just abruptly left when they saw people were in there (we had not requested cleaning). We also received a lot of mixed information about the overflow carpark, the staff at the carpark insisted that you still had to pay (a minimum of £30) to use it even as a premier inn guest whereas some of the staff at premier inn said it was free and others said it was not, very confusing. Overall alright if you want a hotel on the cheaper end for Excel but many of the staff seem either undertrained or not suitable for the role though I would like to give props to Corina who was very helpful and was the person who fixed many of the issues mentioned above.

We come here twice a year for Comicon and have noticed a decline in service and experience since the place had a refit. While the rooms are what you would expect and are the same as ever, the service is now lacking. Checkin is now automated kiosks and reception is unmanned. The automated “virtual assistant” that answers the phone doesn’t understand simple things like “I’d like to make a dinner reservation” and then when it decides you need to speak to a human, no one answers. Right now we have been sat in the restaurant for over 20 minutes. No one has approached us to even take a drinks order, and the table next to us hasn’t been cleared since we got here. I don’t think we will be staying here in future as the service is far from what we expect.