We have been customers of yours for many years and I have always championed and recommended you to friends and family. I have also placed on social media my praise for how you have treated us in the past. However this last experience has not been good at all. We originally had a booking that we paid over £230 for a triple room hotel stay and parking. The hotel was then changed due to Crowne Plaza continuing with a government scheme. Thais was not your fault of course but you moved us to Renaissance. Despite numerous requests our booking was never updated to reflect this change and we were advised that the email you sent us would be sufficient. Even the day before travel we requested this to be updated as we did not want to arrive after a 3 hour drive to be told that there was no booking for us. The lady we spoke to on the chat function was very unsympathetic to our request. We arrived at Renaissance and there was no problem checking in but the third bed was a Childs bed and my 20 year old daughters feet were hanging off the bottom. By all accounts there were no other rooms available and so needless to say my daughter had a terrible nights sleep before then having a long flight the next day - not what we expect for £230!! Due to this and the customer service beforehand as made us consider options before booking with you again. Something we have not done for may years. When we needed to book airport hotels we did not consider anyone else

Mr Oliver2 out of 10Crowne Plaza

We booked the meet and greet, the car was picked up from the Crowne Plaza Heathrow Terminal 4 successfully. At the reception desk our booking couldn’t be found even when we showed the confirmation on our telephone we were not reassured that our booking would be accepted. The Customer Service from the hotel reception staff was appalling with no feedback to ourselves what so ever. We were left waiting for 45 minutes to then be told that they had booked us in. In morning at 5:00am a taxi was waiting and on checking out we were asked to pay the full cost of the room. We had to go through the whole scenario again with a new member of staff until it was resolved for the 2nd time. We would never book that hotel again.

Mr Luckett1 out of 10Crowne Plaza T4 with Purple Parking Meet & Greet (was Blue Circle)

Hotel and staff were comfortable and friendly

Mr Parker8 out of 10Crowne Plaza T4

I emailed one of your advisers who hasn’t responded to my email - we were moved hotel cos of immigration- the renaissance was rubbish - room not clean, lack of facilities etc I even sent photos but no response!!

Mrs Williams3 out of 10Crowne Plaza

Your instructions and details need to be better. We flew from LHR terminal 3. The hotel is listed as on the airport and minutes away from the terminals! The instructions do not advise if have hotel and parking booked that you drive to the hotel there were instructions for the hotel and all departure terminals . As we were flying from terminal 3 we drove there and parked. We were then advised we should have parked at the hotel but no problem. … we then had to take a train to terminal 5 as terminal 4 is closed and pay for a bus to the hotel from terminal 5. We arrive at the hotel and at check in ask the quickest way to terminal 3 in the morning, she then advised the buses to terminals didn’t start at the time we needed and we would have to book a taxi. For £25!!! As the terminal is not walkable we were left with no choice! This turned a relaxing start to our holiday into a very stressful experience and could have been solved if the details on the website around location and how to park were explained better.

Ms Owen5 out of 10Crowne Plaza T4

You changed my hotel but not private transfer benefits I had purchased causing me additional expenditure.

Mr Whistler1 out of 10Crowne Plaza

The Hotel (which was changed at the last minute by Holiday Extras) was too far from terminal 5 and the Hoppa was useless, as it only calls once per hour. We did not use the Hoppa tickets and we’re forced to book a Taxi each way. Tried to complain to Holiday Extras, but it was impossible. Would not use Holiday Extras again.

Mr Rice1 out of 10Crowne Plaza

Everything went so smoothly. Would highly recommend the Renaissance Hotel.

Mr Simpson10 out of 10

We were booked for a night and car parking for 5 days at Crowne Plaza Hotel LHR. I, by luck, looked up the sat nav for hotel 30 minutes before we were driving to stay there only to find it was 'temporarily' closed. I was very stressed as Holiday Extras had not informed me of this. I tried to phone but waited so long I finally did a 'chat' online with Holly. She investigated and told me our booking had been transferred to Renaissance Hotel. I had no prior knowledge of this and an urgent email was sent to me straightaway with the new details. I was very annoyed as it spoilt a leisurely trip to LHR the day before our holiday and not a great start. I have sent you emails and filled in a complaint form online asking for some goodwill gesture perhaps in the form of a voucher etc to encourage me to use you again, but have received no reply! I have used you a great deal in the past and realise covid is playing havoc with travel but you Customer Service is very lacking both in communicating change of bookings and dealing with complaints!

Mrs Insley2 out of 10Crowne Plaza

The hotel we booked had been closed for a few day before we arrived because they had no water. We were not contacted by anyone. We had to be transferred to another hotel.

Mrs Jones2 out of 10Crowne Plaza T4