I travel a lot for work so know that hotels can vary incredibly, however this hotel was a huge shock.
My wife checked in on her own as she was attending a course in the nearby business center and I was to join her when I flew into London the next day. She was given a tiny, dirty, dark and claustrophobic room which had intermittent electricity, clumps of hair on the floor, blue shower gel oozing down the walls of the shower and a mouse trap just outside the bedroom door. Not a great first impression.
She complained and was told that the mouse trap was normal, that the room would be cleaned (which it wasn't) and despite any of this, it was the only free room in the hotel so there was no other choice.
She reluctantly stayed the night (and avoided using the shower or lacking electricity) as it was a late check-in and she had little other option.
The next day I arrived and went directly to the hotel, hoping it would have been cleaned as promised to my wife but of course this was not the case. Despite my protest about the lack of cleanliness, my wife's complaints and the poor state of the room I too was told that there were no other free rooms.
I pushed a little harder and was then shown to a vacant room which had suddenly become available (very questionable) - this room I was shown was as per the pictures on their website and was like stepping into a different hotel. I told the staff that I would accept that room to which the reply was that it would be charged at a higher room rate per night!!
I decided at this point that this was enough and I decided that checking out immediately would be the only option.
We checked into the Hilton in Kensington for only 10 pounds more per night (110 GBP via lastminute.com) and got the excellent service I was expecting.
Simply put, avoid this hotel at all cost!
Room Tip: Avoid this hotel
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
20 February 2012
This guest had booked a double room but we were unable to give her a canopy bed so we offered a 50% discount (£37.50 per night) which was accepted. Our cleaners did clean the room every day and issues were rectified before 2pm. In light of all this we did offer them another double room for the standard price.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC