Customer service is disgusting
Reviewed 21 July, 2021
I'd like to be able to say how my stay was at this hotel but as they didn't bother to tell me that hotel was going to be closed I arrived to find a note pinned to the door with a phone number to call!
Sent us to another hotel near Paddington with was a wellness hotel with no bar or restaurant, no tea or coffee facility in the room and breakfast option was plant based only and tasted vile. I wrote to hotel to complain of our treatment and couldn't even be bothered to respond. Clearly once they have your money they don't care. Be warned!
Rip off don’t book this Hotel
Reviewed 16 May, 2021
They have taken bookings for this hotel knowing it’s closed and send you to a substandard hotel some 10 mins walk towards Paddington.
No notification! Just a paper sign next to the door!!! I had to phone my colleagues up to warn them!!
No remorse, poor customer service.
Excellent hotel with friendly staff
Reviewed 14 September, 2020
I always stay there when visiting the UK which is several times a year for business and pleasure. The staff always makes me feel welcome and they remember me each time. Anifa and Flori go above and beyond. The hotel is very nice, the breakfast is good but it is really the fine staff that keep me coming back each time
DONT BOOK, THE HOTEL IS CLOSED
Reviewed 13 September, 2020
I booked this place for a romantic stay with my boyfriend. He is passionate about period buildings and even though we didn’t need an hotel for the night (I was visiting but was gonna stay at his place) I booked this hotel to surprise him.
I booked and received booking confirmation. Unfortunately, however, a few hours later I received the attached email.
Not only i was not asked whether I was fine with being moved , but I wasn’t even explained why, nor which kind of room I would be moved to and what it would include, for what price (I had paid for a club room which had a few treats included in the price - such as chocolates, wine and fruit)
Moreover, when I asked for more information, explaining I was not sure I was okay with this, I didn’t even get a reply (It’s now been 4 days).
Therefore, I went to the other hotel to check how it was, hoping maybe the 5 star could actually be nice.
Quite obviously, the hotel was not that nice, and of course it did not have the beautiful period hall And building that brought me to book the Grand Royale.
Therefore, after having been shown the room (which of course did not include any of the special treats I would have gotten with my booking, for the same price) I asked if I could cancel.
I was replied that of course I could, but it would have had to be done according to the cancellation policy (which implied that I had to pay in full the first night of the stay.).
I had to explain to a terribly sorry reception employee that no, I was not gonna pay a cancellation fee for cancelling on something that I had not booked, and that they should have maybe paid me for treating me like this.
She had also confirmed that the GR was in fact close, and they were still taking booking and directly moving bookings to other hotels of the same management.
In the end I did not have to pay anything, but my surprise was ruined. This is not a fair way to treat clients.
PS: I randomly passed in front of the hotel just today, and found this message that I am also attaching.
Extremely poor customer service
Reviewed 17 August, 2020
I prepaid for a three night stay beginning July 31, 2020. Due to COVID restrictions we were unable to enter the UK. I contacted the hotel in early June to see if they would offer a refund or voucher under the circumstances. I was told that if travel restrictions between the US and UK were still in effect in late July then they would give me a voucher that had to be used before March of 2021 - not the best option but I thought I'd try to negotiate with them at that time. I reached out the them in late July but have not heard anything back from them regarding a voucher. Lesson learned - I will never make a non-refundable hotel reservation again, and will certainly not use this hotel if I ever make it to London.