Not a good experience. The hinge on our window was broken so it would fall in if we tried to open it. There wasn't enough toilet paper in the room so we had to buy more, the wifi was very spotty, and the bedspread had some suspicious stains on it. For the first few days we decided to put up with it because of the convenient location.
On the third night we woke up in the early morning to rain pouring through a huge crack in the ceiling onto the bed! (We were in room #11 which is on the top floor, just below the roof.) The bed and carpet were completely soaked and the management did not respond when I texted them. Eventually they did respond and offered us a different room, but when we went to the second room it had not been cleaned and there was food trash all over.
Other reviews have mentioned this, but there is no staff person on site to help you. We only got a partial refund because we booked through AirBnB. Don't stay here; it is not worth the cheaper price!
Got to the 'hotel' to find that there was a note on the door saying contact my provider to get the key code. Wasn't in any confirmation emails so knocked on the door. The cleaner opened and refused to let us in because we didn't have the code despite us having confirmation emails for the booking. So went to get food, spent a hour on the phone to booking. Com and they finally gave me a 6 digit code. This didn't work for the front door but some other guest ended up letting me in..
So checked my 6 digit code on the rooms upstairs and one finally opened. Assumed it was my room until a woman started screaming.. I waited outside and when she came out I said I think this is my room, she said she wanted a shower first then closed the door. When she came out ten minutes later she claimed it was her room. Rang booking.com back and they said if I book somewhere else they will refund my money which they did yesterday. But they told me they still couldn't get money from the guesthouse. Judging by other reviews this is a common occurrence so please don't book here. I've noticed the positive reviews seem to be fake as well...
On arriving at 19 Russell square guest house I was meet by two groups of people saying,that the rooms they had booked had been cancelled.At the start of our mini stay I felt nervous as I entered the front door code thinking,”please work”.The bed sat on a dangerous metal frame see pics..Location very good,Sheets clean,Bathroom very tight,Room rate should be no more than £60 per night.But do not risk it.I mean this,I felt so sorry for lady and her two kids.Did not is any staff.Forgot, Barthroom extractor not working,mold on ceiling.
I often read hotel reviews before traveling to new accommodation and had seen that this hotel had some bad reviews but thought - oh it will be okay some people said it wasn’t too bad .
I was wrong !!! I wish I had followed the recommendations of the reviews and never booked to stay here ! So I please urge anyone looking to book to stay here DO NOT BOOK. They are committing fraud, they take your money and don’t provide you with a room this place needs to be shut down and it will be reported as this is illegal and also not safe !!!
You get to the guest house and you can’t access the front door you need a code (sign on the front door saying if you don’t have a code to open the door please contact your booking provider) . I rang the doorbell and luckily another guest opened the door to let us in .
I was expecting to speak to a receptionist or a member of staff from the guest house , there is no reception and no staff ! Minus the cleaner who was still cleaning rooms at 3pm despite check in being at 3pm so guests were having to wait until they could get into their rooms .
We were soon informed by other guests that we should have been sent a code for the front door , a room number and an access code for your room . Firstly the people that were lucky enough to receive their code didn’t receive it until after the check in time !! Secondly we did not receive any of this information at all !!
We were also greeted by another guest who reported they had got their code - opened the room to the door to find someone else in the room with all their luggage .. it is unclear if this guest hadn’t checked out yet ( there’s no one checking so I guess you could stay however long you liked .! ) or if the guest house double/triple booked rooms and gave several guests the same room number and code which is very unsafe. This guest had asked the cleaner to contact his supervisor to sort this issue out .
In the mean time two other guests arrived both with no room number or codes (one guest had been trying since the day before to get hold of the guest house to receive a code). It was clear that this was a scam.
We tried to contact the Russel Guest House on the number they provide on their confirmation email but you are unable to get through it continues to say we do not accept calls from this location.
I had booked through Expedia.com and I was also unable to contact them as they were experience technical difficulties for 1-2 hours . So I was unable to contact anyone for any help or support .
I asked the cleaner for his supervisor’s number as the cleaner was being unhelpful , he started to give me a Spanish number ... when I questioned this he said his supervisor was in Spain ...!
The cleaner soon left with providing no help ! We were stranded outside the hotel unable to contact anyone and no accommodation!
At this point I did not wish to stay here , it was unsafe , no doubt if we had got in a room someone else would have turned up with the same code to our room and more then likely stolen our stuff or taken our bed !
We were forced to make a booking elsewhere ! Costing us a lot of money seeing as it was a bank holiday weekend and we were also lucky to even find any accommodation as most places were fully booked.
Since we have returned from our trip we have still been unable to contact the hotel directly , neither has my booking provider !
This Guest House will be reported to Action Fraud Police UK and I strongly advise anyone else staying here with the same issue should do the same ! This place needs to be shut down before it continues to rip off more and more people each day and putting them in an unsafe environment !
DO NOT STAY HERE ! DO NOT WASTE YOUR MONEY AS YOU WILL NEVER SEE IT AGAIN AND WILL BE LEFT WITH NO ROOM !!!
ACCOMMODATION FROM HELL !!!
*****DO NOT BOOK A ROOM AT THIS PLACE***** We booked a room in good faith 3-4 weeks pre required. Had confirmation email and did the online check in. Day before had not received check in details which had been promised, they did not answer the phone or respond to, emails, watsapp or texts' from either myself or the booking company we were using. The booking company advised the best thing to do was to go along and hope 'on the day' all would work out ok. IT DID NOT!!!! When we arrived there were three other people waiting at the property on the phone and one other who did have check in details but when entered the room it was already occupied!!!! (Double booked). My booking company again tried to contact them to no avail, as were the three other people trying to check in...... THEY DO NOT RESPOND TO EMAILS OR ANSWER THE PHONE My booking company spent 2.5 hours phoning around trying to book us another hotel - being a bank holiday and an event was on everything was fully booked. We had no choice but to go home again - our weekend ruined and we lost money on event tickets we had paid for and parking paid for, not to mention the money spent on petrol to get there and just the general disappointment. I also know the other three poeple also ended up without a room!!! After I came off the phone with my booking company (2 .5 hours phone call) Russell Guest house had sent an email at 3.15pm (15 min after check in time) to advise they were unable to accommodate our booking and we needed to contact our booking company to find alternative accommodation! DISGUSTING. NO WAY TO RUN A BUSINESS. In the time I was on the call I saw other people arrive, also ending up on the phone. It would appear they do this all the time, the general assumption is they double book and first come will get a room others are left on the street. All booking companies should strike them off. They should not be allowed to take bookings. They are leaving people stuck without accommodation. THEY SHOULD BE CLOSED DOWN. AGAIN I SAY ****DO NOT BOOK A ROOM AT THIS PLACE*****