Crowne Plaza London Ealing by IHG

We hosted two events here and had an absolutely wonderful experience both times. Our birthday party on 29 December 2025 (night) and Indian baby shower on 11 January 2026 (morning) were both beautifully managed. The atmosphere was great, the setup was perfect for our functions, and we truly had a great time with our family and guests. The food was very good and exactly what we needed for our guests. The normal speaker system worked perfectly for our requirements. A special mention to the supportive staff and management — they were very cooperative, helpful, and made everything smooth and stress-free. Overall, a great venue with a lovely atmosphere. We will definitely be hosting our next event here soon and highly recommend this place.

8–9 Dec 2025 I've been trying to make contact for some time with little success as the feedback forms buttons on your website do not work. I am writing to raise a formal complaint regarding a serious fire safety incident at your hotel, which represents a clear breach of UK fire safety regulations, a failure of duty of care, and an alarming lack of staff training and emergency preparedness. The handling of this incident caused significant distress and ultimately forced me to leave the property out of concern for my safety. When the fire alarm initially sounded, staff were unable to provide any instructions, explanations, or reassurance. They appeared visibly unsure of what actions to take and could not confirm whether there was an active fire risk. Guests were not directed to evacuate immediately and were instead left standing in the lobby for approximately ten minutes with the alarm sounding continuously. At no point during this time were guests directed to designated fire assembly points, nor were evacuation procedures communicated. Despite the alarm never being turned off and without any confirmation that the the building was safe, guests were subsequently directed back upstairs. This decision was wholly inappropriate and potentially dangerous. I personally returned downstairs solely because the alarm was still sounding, not because any staff member provided guidance or confirmation that the situation had been resolved. Shortly thereafter, the alarm continued and the hotel was evacuated again, confirming that the initial response had been mishandled. Guests eventually made their own way outside without instruction, further highlighting the absence of staff control or leadership. Once outside, guests were left standing for an extended period in cold and rainy conditions. I was without shoes and exposed to the elements, yet no effort was made to provide shelter, updates, or basic communication. These failures constitute a serious breach of obligations under the Regulatory Reform (Fire Safety) Order 2005, which requires the responsible person to ensure effective fire safety management, clear evacuation procedures, properly trained staff, and the safe evacuation of all occupants. The Health and Safety at Work etc. Act 1974 further imposes a duty of care to protect individuals from foreseeable risk. Directing guests back into a building while a fire alarm is still sounding, failing to direct occupants to assembly points, and leaving guests uninformed and unsupervised during an alarm activation may reasonably be considered negligent. The lack of communication, visible confusion among staff, and failure to follow basic fire safety principles caused significant distress and undermined any confidence that guest safety was being taken seriously. As a direct result, I did not feel safe remaining on the premises and made the decision to leave and secure alternative accommodation at my own expense. In light of the above, I am formally requesting: Reimbursement of your hotel costs Written confirmation that this incident has been formally investigated Details of corrective actions being implemented, including staff retraining, review of evacuation procedures, and compliance with UK fire safety legislation Fire safety failures are not minor operational issues. They represent serious regulatory and legal concerns. I expect this complaint to be treated with the seriousness it warrants and for a prompt, substantive response to be provided.

I had business activity in this hotel actually it's not as expected service somehow with was okay from some staff member but the rest of it was not as good not clean I don't recommend it