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Awful room 212
Opinión escrita el 17 de Septiembre de 2021
We booked a double room, but when we arrived we were given a twin, I asked why, but no explanation was given.
The room we were given was awful, one of the walls was black on the top with mould. I went downstairs to complain and asked to upgrade, they said there were no other rooms available and was offered a drink in compensation, which I refused.
The next day when we were leaving I complained to duty manager, I asked for a refund, she stated that she could give me a discount on another visit in the future, I explained that was not good enough and that I would never return in the future so what was the point of of that, so she offered me a free lunch again what was the point of that if I was leaving there and then. I am now seeking a refund as the room was not fit for purpose. The pictures on the website in no way reflect reality!
Unreasonable refund policy for a cancelled test natch stay
Opinión escrita el 10 de Septiembre de 2021
I was booked for 4 nights. I had a good night's sleep on the first night. On the 2nd morning the test match was cancelled. I suggested to the hotel that a fair settlement would be a 2 night refund with the hotel also retaining 2 nights despite me only staying for the 1 night. They have refused this. I feel this is very unfair as I felt it was a good compromise offer. I will not stay there again. The hotel was fine, the way they treat giving refunds is not.
Great location that's it!
Opinión escrita el 8 de Septiembre de 2021
Booked via booking.com, received a phone call at 5pm asking if we was still coming for our booking. Arrived at 6pm to no reception staff and no staff anywhere to be seen, ended up ringing the hotel reception phone where someone came to us. To then tell us our room wasn't ready even though it states clearly check in is from 3pm and they phoned us to see our arrival time! Took us to the bar to wait, after being over an hour our room was finally ready at 7pm. We was taken to our room which we had booked a twin room, all they had done to the room was put 2 single duvets over the bed so was pretty much a double bed booking. The interior of the building was very run down and needed a refurb ASAP! On checking out we had the same problem again no staff anywhere to be seen again in reception, a reception desk should be manned at all times!!
Having stayed at Best Western hotels in the past and this meant to be a "Best Western Signature Hotel" by far the worst one I have stayed in.
The location was perfect as we had tickets to the O2 Victoria Warehouse and was only a 10 minute walk away but this was the only thing going for the hotel was the location!!
Exceptionally poor standards. This hotel needs to be shut down.
Opinión escrita el 8 de Septiembre de 2021
Arrived at 3.55pm for a 2 night stay, only to be told our room wasn’t ready ( check in from 2pm) we got escorted to the bar area to wait 10- 15 minutes. I went to the gents whilst I was waiting and found that there was 4 cubicles and 3 did not have any toilet paper. The fourth cubicle had a few sheets and the toilet pan was filthy.
At 4.15pm we went back to reception and enquired about our room. We were now informed that the room would be ready in another 10-15 minutes. At 4.30 the receptionist informed us the room was ready. The hotel had changed our room number and when we enquired why, we were informed that there was a problem with the drains in the main hotel and we were escorted across the car park to an old annex building. In the hall we noticed evidence of rising damp and the walls were dirty. We were shown our room an advised by the receptionist that he would go and get a kettle.
The room was in very poor condition:-
Stains on the mattress
Damaged bedside cabinets
Holes in bathroom door
Dirty bathroom radiator
We decided to go back to reception, the staff not helpful at all. They must be so used to this.
We were told that the room was not ready because the hotel was experiencing problems retaining staff during a pandemic. All the staff we saw were not wearing a face covering.
How can you stay at a hotel with these very poor standards. We checked out.
Upgrade for peace of mind!
Opinión escrita el 6 de Septiembre de 2021
I had concerns about our stay following recent reviews. We originally booked a standard room but were offered a (paybable) upgrade on the day so I upgraded to an ‘executive room’. For the price we paid and the location (we were visiting for a gig at Victoria warehouse) it was a fair price. The room was large with a double bed and an already made up sofa bed. It had the usual amenities- tea/coffee, iron, hair dryer, toiletries but the cons were, the room was dark - the window size for the room was small, it smelt quite strongly of smoke, we had the window open as it was warm - our room faced the tram line but it wasn’t too loud. The bathroom had clearly been recently renovated but the walls in the hotel in general are in poor condition. The bed was ok. Reception was tidy and the staff friendly, i’d stay again but always book an executive room based on the reviews on here of the standard rooms in the ‘cottage’