Thistle Express Luton
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Customer Reviews For The Thistle Express Luton Hotel


Address: Arndale Centre, Luton, England, UK, LU1 2TR
This hotel has averaged a score of 4.1 out of 5 by 175 past guests
>>>Booking.com (average customer rating 4.1 out of 5 from 175 reviews)
>>>Tripadvisor (ranked 11 of 26 for hotels in Luton and rated 4.5 out of 5 from 19 reviews)

21/08/2017
Rated 4.0 out of 5 :
Liked: Staff were very helpful Christina and Nassima
Disliked: The bathroom fixtures could do with an update
21/08/2017
Rated 4.6 out of 5 :
Liked: The size, decor and comfort of the room
Disliked: No tea making facilities in the room
21/08/2017
Rated 2.5 out of 5 :
Liked: It was clean and very tidy, the iron was a very good iron not cheap hotel ones usually used. Hairdryer was good too so this made things easy in getting ready.
Disliked: First thd location of hotel is in the mall. so no parking, limited space in hotel car park n cost is £10 a day for ur stay. Secondly the service is very very poor. I always book with booking.com and never had a problem. But on this occasion I travelled 4 hours and went to check in and problems not just 4 me but all my family that booked in and many otber customers. Lastly to top things up I booked for 2 adults and 1 chikd and I got a room with 2 single beds and no bed for 3rd person. Then when I complained I was told I only booked 4 2 ppl. Showed them my booking confirmation then I was told booking.com booked 4 2ppl. Then I was asked to pay a further £10 for a separate bed if they could find 1. Taking into consideration just paid £9.40 for parking for the stay. When I refused to pay and asked to speak to manager a bed was available and no payment was required.
21/08/2017
Rated 3.2 out of 5 :
Liked: Comfortable bed, breakfast ok
Disliked: Old building in a bad area of the city. Parking costs extra and is not within the hotel's premises. The bathroom was not really clean.
21/08/2017
Rated 3.6 out of 5 :
Liked: The bed and television
Disliked: The room was cold
20/08/2017
Rated 3.6 out of 5 :
Liked: Nice big room and very good breakfast on the morning.
Disliked: Nightmare to find, very poorly signed and nobody answers the phone when trying to call the hotel for directions to the location. Also booked for two adults and one child, but when arrived it was only booked for a double. The receptionist did upgrade us to a bigger room, luckily this option was available and at no extra cost. also £10 for overnight parking, seem a little steep.
20/08/2017
Rated 5 out of 5 :
Liked: The customer service was great
Disliked: Nothing, it was a lovely hotel I will definitely be going back
19/08/2017
Rated 4.0 out of 5 :
Liked: Helpful and friendly staff who recommended a good value restaurant nearby and organised a set fee taxi to the Airport, Comfortable and fresh new bedding and decor. Location perfect if needing to catch a flight out of Luton.
Disliked: Water pressure in shower was terrible, it would be great if this could be addressed. (You had the stand over the bath spout to get the water to fall on you). The entrance to the hotel from the train station was not easy to locate as google maps reports to go to the Shopping Centre. My husband and I didn't feel particularly safe in the area. for example. Groups of people sitting in the dark areas underneath the car park near shopping centre entrance, people approaching me in the court yard area near the shopping centre entrance where you can access the hotel.
17/08/2017
Rated 4.8 out of 5 :
Liked: Excellent price value snd comfort.. plus great included breakfast. 5 minutes from train station
Disliked: Guest did not comment for this item.
17/08/2017
Rated 3.6 out of 5 :
Liked: Fine
Disliked: Middle of city no car park, hard to find hotel entrance.
16/08/2017
Rated 4.0 out of 5 :
Liked: The hotel and the breakfast were really good. Our problem was that we were a really Long time finding the hotel in the middle of Luton. There are road works nearby and getting to the reception was tricky. The staff were really helpful, but the fire alarms went off near midnight and so everyone had to leave the hotel until the fire brigade had checked everything.
Disliked: Perhaps the instructions of how to find the hotel, better signage to the entrance of the hotel.
15/08/2017
Rated 5 out of 5 :
Liked: The staff where very polite the who hotel was nice clean and modern the rooms where great will stop there when in the area
Disliked: Nothing
15/08/2017
Rated 4.8 out of 5 :
Liked: The customer service was wonderful especially one of the manager was very understanding his name is Matthew will be visiting again real son.
Disliked: Everything was perfect except for the parking arrangement.
15/08/2017
Rated 3.6 out of 5 :
Liked: Inclusive breakfast and free Wi-Fi
Disliked: Bedroom not available even though it was pre booked. Teenie bathroom. Weak shower pressure. Lack of hanging space as most was taken up with Safe When extra mattress was eventually provided for the room it was so squashed we had no where to move. 1 adult 1 children 15&14yrs.
15/08/2017
Rated 5 out of 5 :
Liked: Good location next to shopping mall ?
Disliked: Fire alarm during 1st night - but proffesionally handled though.
14/08/2017
Rated 4.2 out of 5 :
Liked: guest did not comment for this item.
Disliked: There are only around 20 parking spaces for all hotel guests which is not enough for the whole hotel. Lady at the reception was not helpful in giving directions for other parking facilities. However, for those in need, there is a 24 hour pay and display parking lot near by.
14/08/2017
Rated 3.8 out of 5 :
Liked: Management staff is really good
Disliked: Bathroom to small
14/08/2017
Rated 3.8 out of 5 :
Liked: I was assisted to move rooms during my stay by a very polite and helpful Manager called Matthew.
Disliked: The noise outside and between the rooms at night. I was unlucky enough to be surrounded by people partying, listening to the TV and making a lot of noise on our first night. I got 1.5 hours sleep and it was terrible. so grateful that the Manager sorted us out another room.
14/08/2017
Rated 4.4 out of 5 :
Liked: Breakfast was on point, bed was comfortable, room well decorated
Disliked: Room I was in the drainage from bathroom was very poor. It was rising as you take a shower. I Left a note at reception with room number & the problem
14/08/2017
Rated 1.6 out of 5 :
Liked: Nothing
Disliked: 1. Used Condoms in bathroom 2. Toilet paper not full 3. No hot water 4. Room changed 4 times 5. No lock on toilet (room 241 you can verify) 6. I was told I MYSElF needed to check new rooms for water, I was told I can shower in morning. 7 unbelievable I was asked "Do you need to shower now", word for word. 8. The receptionist on check in took over 25mins and said NOTHING, very cold.. And then she watched me and my wife all the way to the lift, as we waited for the ONE lift working she was just stalking us. 9. Only one lift, other one out of order so even Longer to get in room. 10. Smoke alarm was covered with plastic, such a health hazard I was shocked before issuing the room thye didn't check this. 11. Dirty used towels which my wife realised after wiping her face. I was told many times by Shoaib (reception), that he can't do anything and I would have to wait until 6am - that he's just night staff and that I must just deal with it. the check in me and my wife were greeted by such a Rude lady, who took at least 25mins to check us in. I am travelling Tanzania tomorrow and this was my last night with me newley wed wife - half the night was spent me in-between rooms trying to shower! even when checking out it was a debacle, they had me in the wrong room, I asked for a late check out which they then preceeded but allocated it to the wrong room. I confirmed with the help desk, I thought I would double check 5 minutes later with another employee whom then still had me at the wrong room. genuinely the worst hotel I've ever stayed in. I have missed other issues but as you can appreciate I had lack of sleep.
13/08/2017
Rated 2.5 out of 5 :
Liked: A good price for the area
Disliked: Fire alarm went off at 11.30pm, staff very unsure of what was happening. Vent over bed caused a draft.
13/08/2017
Rated 5 out of 5 :
Liked: Clean, comfortable and friendly, helpful staff. As we were leaving before breakfast opens they made us up breakfast to go, which I thought a nice touch. Provided clean and comfortable travel cot too. Would stay again.
Disliked: Guest did not comment for this item.
13/08/2017
Rated 3.2 out of 5 :
Liked: Hotel clean and tidy, breakfast good.
Disliked: Much to improve on - slow customer service, no one answers phone, had to move room due to noise from vent. New room light in bathroom not working. Gave up trying to speak to done someone's. Fire alarm went off about 11pm - shambollic response from hotel, need to review their fire evacuation policy...
12/08/2017
Rated 4.6 out of 5 :
Liked: Location (5 minutes walk to Luton train station - trains to London city centre or Luton Airport) Clean rooms Good breakfast Value for money Helpful staff
Disliked: Water pressure could be better
11/08/2017
Rated 5 out of 5 :
Liked: Spacious room, with tea/coffee facilities in the foyer. The staff were very helpful and friendly and gave excellent advice on travel to London. Breakfast was quite nice but not Very Irish fry with a fairly limited choice (although this may have been due to the quantity of guests and my timing!)
Disliked: Booking.com gave the wrong postcode! Thank god for the staff on the phone!
10/08/2017
Rated 5 out of 5 :
Liked: Comfortable beds, amazing staff - Cristina was just great and helpful, she has helped us out with booking a taxi for the airport and arranging early breakfast as we had to check out early morning. Close to Luton train station.
Disliked: Guest did not comment for this item.
10/08/2017
Rated 4.4 out of 5 :
Liked: Big room lovely clean bedding
Disliked: Guest did not comment for this item.
09/08/2017
Rated 3.6 out of 5 :
Liked: Great location
Disliked: Lift broke down twice,and issues with no hot water in the morning for shower
07/08/2017
Rated 4.0 out of 5 :
Liked: A good breakfast and very helpful staff. Our room was clean and tidy with a nice decor
Disliked: Have to get to the property early enough to get a parking space as it is on a first come first served basis. The area was a little bit rough at 8pm on a sat evening.
07/08/2017
Rated 5 out of 5 :
Liked: We stayed as many family members. Very welcoming, clean, safe and kids were welcome. Breakfast was excellent.
Disliked: The lift did not work. The other stopped too at one point. I am in a wheelchair was told could use another and lift was fixed with in 3 hour. so still a positive.
07/08/2017
Rated 2.3 out of 5 :
Liked: Breakfast was a good added option
Disliked: No hot water in the shower, broken lift facilities, coffee machine was out of order at one point. Mardy reception staff when they couldn't find our booking even though we had the email from booking.com to confirm
07/08/2017
Rated 2.9 out of 5 :
Liked: The breakfast was very good and there was plenty.
Disliked: The female receptionist staff on arrival was very rude and most unhelpful. She advised the lift was out of order but did not tell us that we could use the service list and our room was on the 5th floor. Her whole approach was unhelpful and for that reason we would not stay again. Also the postcode for the Sat Nav was incorrect and kept taking me to a dead end when I mentioned this to the staff their response was maybe take the train?? I was travelling to Luton for my friend's 50th and this did not set my weekend off to a very good start.
07/08/2017
Rated 5 out of 5 :
Liked: comfortable bed, good location, excellent Wi-Fi and for machine coffee, it was very nice.
Disliked: No cold water in the sink! Air con blew cold through the night, unfortunately in the direction of the bed, had to sleep with a pillow against the back of my head.
07/08/2017
Rated 4.4 out of 5 :
Liked: Lovely hotel, close by the airport, good sized room, plenty choice at breakfast and very friendly staff
Disliked: N/A
07/08/2017
Rated 3.8 out of 5 :
Liked: Clean and tidy with a comfortable bed! Easily the best cheap hotel I've ever stayed in.
Disliked: The car park was full so I had to park next door, quite a walk with all of our bags. The shower water pressure was very low and the water didn't drain quick enough.
07/08/2017
Rated 5 out of 5 :
Liked: Clean modern rooms, friendly staff, free internet, breakfast was lovely, highly recommend, great location, shopping mall less than 1 minutes away loads of great shops definitely will be staying again
Disliked: Coffee machine broke three times when it worked thou great coffee
06/08/2017
Rated 5 out of 5 :
Liked: Reception team were great and helped me out with my luggage storage: such courteous people. Rooms fresh, clean and spacious. Good breakfast too. Close to pubs and restaurants.
Disliked: Well, the lift is a bit slow! Busy town centre location was a bit of a jolt after weeks in the countryside but that's just me.
05/08/2017
Rated 3.8 out of 5 :
Liked: lovely clean room, excellent breakfast. delicious!
Disliked: Elevator was broken. both when I arrived, had to go up the service entrance
04/08/2017
Rated 4.2 out of 5 :
Liked: Clean room, helpful staff
Disliked: Difficult to. Locate
04/08/2017
Rated 4.2 out of 5 :
Liked: Good location. Train station within a few minutes walk from hotel. Direct to St Pancras, London.
Disliked: Hotel quite difficult to find - even with satnav. Breakfast staff not very communicative or responsive to requests. Lifts out of order most of the stay.
04/08/2017
Rated 4.6 out of 5 :
Liked: Convennient, clean, good breakfast, comfortable bed
Disliked: Nothing
04/08/2017
Rated 4.4 out of 5 :
Liked: The staff tried hard and were naturally friendly. Smiles from most all the time. The rooms were nice and modern.
Disliked: The hotel is newly refurbished, so there were some teething issues. My shower was cold on the first day. The lifts didn't work sometimes. But staff were very helpful and understanding.
04/08/2017
Rated 5 out of 5 :
Liked: The staff were very courteous & helpful. There were complimentary hot drinks available in reception 24hrs Reception had staff 24hrs Pretty decor Great location next to shopping mall
Disliked: N/A
03/08/2017
Rated 4.4 out of 5 :
Liked: Great value for money lovely staff
Disliked: Lift not in full working order
02/08/2017
Rated 4.2 out of 5 :
Liked: For the price this hotel could not be beaten Rooms were Four star for two star price.
Disliked: Okay the outside of the building is shabby dated etc but the decor on the inside is modern enough. They don't take cash as payment for the room?? Couldn't get my head around that..
02/08/2017
Rated 4.2 out of 5 :
Liked: Very nice hotel,brand new
Disliked: Everything was fine
02/08/2017
Rated 4.2 out of 5 :
Liked: Excellent breakfast, nice clean room with good current decor at a very competitive price.
Disliked: No hot water for shower at 6.45am on a Saturday morning. No coffee facilities in room, free coffee in reception though just that it was 7 floors away! Unfortunately no coffee facilities in room meant I didn't even have option for a glass of water by the bed. On booking in was informed parking was £10 although booking.com website had said it was free.
02/08/2017
Rated 4.2 out of 5 :
Liked: Perfect stay for one night before an early flight from Luton Airport
Disliked: Guest did not comment for this item.
02/08/2017
Rated 3.8 out of 5 :
Liked: Very lovely stay, staff were very friendly
Disliked: Nothing
02/08/2017
Rated 4.0 out of 5 :
Liked: Staff were very helpful Breakfast was excellent Being new, reception and room were attractive, clean & in good condition Location is very handy to Luton train station - any easy 5 minutes walk. Also very handy to mall, cinema if you want that
Disliked: Hotel is very difficult to find. Street address is part of the mall, yet the there is no signage in the mall at all, and it is very big so you risk arriving at the wrong end and having a very Long walk with luggage. Recommend you contact them in advance for directions to the drop off entry. Hotel surroundings are not great - visually unappealing, very average mall (in our opinion) and poor dining options. Hotel room was smart and attractive, but very small for us with a baby. Would be fine otherwise
02/08/2017
Rated 4.8 out of 5 :
Liked: Clean, design, near Luton Airport, breakfast
Disliked: None
02/08/2017
Rated 5 out of 5 :
Liked: Only a short drive to Luton airport which was ideal for our stay.
Disliked: N/A
02/08/2017
Rated 4.6 out of 5 :
Liked: Very good breakfast. Room nice and clean. Pleasant staff
Disliked: Guest did not comment for this item.
02/08/2017
Rated 4.8 out of 5 :
Liked: Very comfortable spotless clean very helpful staff. Break good hot and cold very fresh breakfast
Disliked: For our stay it was perfect
02/08/2017
Rated 5 out of 5 :
Liked: Brilliant concept. Lovely decor and staff could not be more helpful. I would highly recommend this hotel and would stay again.
Disliked: Nothing.
02/08/2017
Rated 4.4 out of 5 :
Liked: The smart television and the cleanliness of our room.
Disliked: The lift out of order in morning to get breakfast and we were on the 6th floor, also only one pillow each and breakfast doors closed 10am sharp which was a poor experience for those sat eating a breakfast.
02/08/2017
Rated 5 out of 5 :
Liked: All
Disliked: N/A
02/08/2017
Rated 5 out of 5 :
Liked: guest did not comment for this item.
Disliked: There was no ac.. should have a fan in the room
02/08/2017
Rated 4.4 out of 5 :
Liked: Modern and clean
Disliked: Parking was a joke and 10 pound a night when the public parking was 8 pound.
02/08/2017
Rated 3.4 out of 5 :
Liked: guest did not comment for this item.
Disliked: We booked for a baby in the room. There was no cot provided once we got to our room. We then had to wait ages for it to arrive as staff seemed to be busy. Once it arrived we were given a double duvet for him to sleep with in the cot, this was very un safe. The member of staff said they didn't have any duvets to go with the cot. The hotel was a complete nightmare to find especially as we were arriving in darkness. There was no signs anywhere for it & it took us well over an hour to finally find it and park up. I was really disappointed with this overnight stay.
02/08/2017
Rated 4.6 out of 5 :
Liked: Clean room, free tea and coffee 24 hours a day, free breakfast so all in all, excellent value for money. Bed was comfortable. Car park was full but parking available very close by at a cost of £8 per day.
Disliked: Shower lacked power and bathroom was very small but it was all very clean.
01/08/2017
Rated 1.2 out of 5 :
Liked: Nothinh
Disliked: No hot water no kettle!!
01/08/2017
Rated 2.9 out of 5 :
Liked: NOTHING
Disliked: ROOM WAS TINY, FAR TO SMAlL
27/07/2017
Rated 5 out of 5 :
Liked: The room was so beautiful and cosy. Staffs were friendly. I don't eat around the hotel but I can see many well-known restaurants and entertaining services near the hotel. Breakfast was good enough! Rate 5* for this accommodation, perfect if you 're having a morning flight from London Luton!
Disliked: Quite hard to catch an Uber or Taxi, you'll have to go to the Galaxy so it will be easier for the taxi driver
23/07/2017
Rated 3.8 out of 5 :
Liked: Breakfast pretty good bar the egg, bed comfortable, nicely refurbished
Disliked: Cold, doors very noisy, pillows too soft, lift dirty, toilet had limescale from Strathmore days
22/07/2017
Rated 4.4 out of 5 :
Liked: Thistle Luton Express was A surprise nice staff and cool lounge with free coffee Quick and kindly check in.Was a bit tricky to find with the GPS at the big Mall of Luton area where the Hotel was situated and had to go round round so the Hotel should put up one or more signs with the direction to the Hotel already from the bus station I can fully recommended this Hotel tha was clean with a modern nice design touch
Disliked: Guest did not comment for this item.
18/07/2017
Rated 5 out of 5 :
Liked: Very nice place, room was pretty new, bed was very comfortable. Free tea and coffee in the lobby and drinks (coca cola, fanta, juice,...) at Store prices. Staff was very friendly
Disliked: Guest did not comment for this item.
18/07/2017
Rated 4.6 out of 5 :
Liked: The single room although small had everything I needed. The staff were extremely helpful and the breakfast and free tea and coffee throughout the day and evening were lovely.
Disliked: My only concern as a single woman was the entrance to the hotel which is a dark. Also to find the hotel the GPS sends the car to the middle of the Square and the hotel is not signposted from there. Signage and lights outside the entrance would help a great deal.
18/07/2017
Rated 4.8 out of 5 :
Liked: The room was comfortable, clean and cosy. Staff were attentive and fabulous. Coffee & Twinings teas available from the bar in reception. Small problem with my shower but manager Sudeep resolved my issue immediately. Highly recommended hotel for anyone flying from Luton Airport: 1.8 miles to airport and taxis are flat- fee £13. I'll be staying at Thistle Express Luton again in a couple of weeks!
Disliked: Guest did not comment for this item.
18/07/2017
Rated 5 out of 5 :
Liked: Location. Room Breakfast.
Disliked: Sink blocked. Small bathroom
17/07/2017
Rated 4.0 out of 5 :
Liked: Right next to train station to get into central London. Was clean, staff welcoming and breakfast was nice and tasty.
Disliked: Walls a little thin so could hear next door showering in early hours of morning
17/07/2017
Rated 3.6 out of 5 :
Liked: guest did not comment for this item.
Disliked: No hot water
17/07/2017
Rated 4.4 out of 5 :
Liked: guest did not comment for this item.
Disliked: Guest did not comment for this item.
16/07/2017
Rated 4.2 out of 5 :
Liked: Staff super friendly and helpful. Good vale for money for shirt stays.
Disliked: Spent two hours finding it as close to commercial centre which is a no car zone Also shower head fixed to wall so difficult to use and bath gel also fixed.
16/07/2017
Rated 4.2 out of 5 :
Liked: Super friendly staff, very helpful Good price compared to hotels next to Luton Airport but there's additional charge for taxi Room was well equipped, comfortable and clean
Disliked: You need to check exactly where to go before you land in Luton, it's a bit convoluted on how to get to the hotel. Also, depending on time of day I found Luton not very comfortable to walk around... Taxi to Luton Airport was £20
16/07/2017
Rated 2.1 out of 5 :
Liked: Unlimited coffee. But having to go to the lobby every time was a bit of an inconvenience.
Disliked: Paying £10 for parking at a hotel for their own land is appalling. There were no extra pillows available and the 1 I had to sleep with was like sleeping with a flat sheet under your head. Lack or air conditioning in the room lead to an uncomfortable sleep as you could only open the window about 2 inches.
16/07/2017
Rated 4.4 out of 5 :
Liked: Friendly staff......clean room
Disliked: The postcode is wrong on the web site so it took us far Longer to find the hotel. No coffee/ tea I room
16/07/2017
Rated 3.4 out of 5 :
Liked: guest did not comment for this item.
Disliked: Booking didn't have the proper address and phone of the hotel! It took me 45 minutes with the taxi to find the location! Had to pay the taxi extra!!! And the time.... the area is not safe at night! No one new where the hotel is located. It's in an ally. Very bad experience!!!
16/07/2017
Rated 3.8 out of 5 :
Liked: guest did not comment for this item.
Disliked: Bath wash dirty,no soap or dispenser, no toilet paper.
16/07/2017
Rated 4.8 out of 5 :
Liked: The staff were amazing !!!! Good up to date product. Fantastic breakfast
Disliked: Just the doors slamming from other guests.... I mentioned it to the staff. Notting major they just need soft close clips
16/07/2017
Rated 3.6 out of 5 :
Liked: guest did not comment for this item.
Disliked: Guest did not comment for this item.
14/07/2017
Rated 2.5 out of 5 :
Liked: The location is central
Disliked: Too small a room and too tiny a bed.. Could hardly turn around on it. The room was so tiny one could hardly use the chair and reading table provided. Nice bathroom but low water pressure
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