ibis budget London City Airport 2 stars

I could not come because of the coronavirus lockdown. When enquired about refund, since this was not a normal cancellation, I haven't heard back.

The room was fully lit from outside all night. No way to sleep. Blackout blind was smaller than the window.

Room was clean and staff were friendly, location was not ideal for central London but was great for an event at the O2 or Excel exhibition centre.

Comfortable, really helpful member of staff but took ages to find the entrance to the hotel.

The manager did offer a free night stay after hearing the ordeal we had to go through with a member of staff ( receptionist called Sony) A month in advance I called to make sure the hotel had a cot for my toddler to sleep in for the 3 nights I was about to book, in which the hotel said yes so I booked 3 nights with the cot. When we arrived the staff was great polite. I got my keys and notice the two rooms we booked were in located in different floors, I asked if we could be moved upstairs since it was the same price I had already paid and I was not going to be using the bunk bed with my toddler as I had asked for a cot. The receptionist mention that she was fully booked but could without a doubt do it tomorrow. I was happy with the answer. We headed to our room and just before putting my two year old to bed I notice the cot to my horror had no mattress. That can cause injury to the growing spine. Also the bunk bed was not made and the mattress cover was stained with what looked like blood. I went to the reception obviously. Asked for two duvets to use as a temporary mattress for the cot and sheets. She was incredibly understanding and nice and provided me with the service within minutes of explaining the issue. Next morning went down to change the rooms and Sony started telling it was not possible I asked or the manager and she said it was her and i was provided with the managers name by the night staff the day before. In which I stayed silent about . She did change the rooms, I forgot to mention about moving the cot but I had presumed and thought they would move it as I had asked for it for the 3 nights. I also mention that the cot had no mattress and they new said previous costumer babies had sleeper like that and that they had no mattress. She was already giving me a big attitude for no reason at all. Upon arriving with my family to have breakfast at 9:25 am the men had their trays out ( I hate eating in a tray personally) Sony throws the tray on the table and looks at me in which I am shocked and after eating while trying to stop my toddler from running around she tells me the trays have to be put on the trolley not left on the table ( I tell her I will put it but I was obviously busy) she takes it anyway looking mad and annoyed . I try to not let it bother me and we leave for London city center. 9:00 arrived at the hotel no cot in the room went again down to the reception and Sony already annoyed asks what do I need. I ask for the cot and 3 pillows to place inside. She says I should have asked in the morning and that she can’t give them to me. I proceed to tell her that I am the costumer and that if I ask for 3 pillows and a duvet I should get it specially if the pillows are for my daughter to use as a mattress. I also ask her why was she giving me an attitude. She then says is me that is giving her one. Really shocked here ( my friend and husband had to get the damn pillows as she wouldn’t have given them to me and they were being told off by her about my attitude. Who does that!? I have studied hotel management and tourism and travel all over the world I have never had to feel bad about asking for pillows. Sometimes costumer are wrong and big time but this woman was big queen B Rude, unprofessional talking back, laying about not being allowed to provide the pillows or being the manager. Not having the keys to get the pillows etc. Looking nasty at the costumer... seriously, the manager has offered us a night in which we are gonna take but not at his hotel ( all because I don’t wish to see Sony the receptionist at all ) she ruined my birthday and my holidays. Maria