Stayed here on Tuesday 3rd March 2012. Booked via lastminute.com who had this hotel at the top so suggests they were promoting this as part of some deal - which means they are just as guilty of the following appalling experience. Whilst booking I upgraded my room to an executive room raising the price from £75 to £90. Having arrived at 10:30pm I was checked into room 311. Having got to my room I was surprised to be in a room with a double bed and approximately 20 inches of floor space all around the bed. Getting into the bathroom resulted in the bathroom door hitting the bed because there was just not enough space to open the door fully. This was really how small the room was.
I went to reception and asked them to check whether I had been checked into an executive room as per my booking. I was told that I was in one of the VIP rooms. THIS IS THE FIRST LIE I WAS TOLD.
I asked just how small a standard room was and I was told that every room was exactly the same in the hotel. THERE'S THE 2ND LIE.
I asked exactly what an executive room was all about then? I was told that an executive room had a bottle of water in the room. I informed them that there was no bottle of water in my room. "Oh!" was the response.
I asked was this really what £15 extra bought? "Of course not Sir, you get use of the gym, but it is already closed and you will have left before it opens unfortunately."
Incredulous, I asked for confirmation that my executive room was in fact just a standard room with some "extras" which had nothing in fact to do with the room. "Oh, I forgot to mention sir, your executive room includes breakfast." When I asked how much breakfast would have cost if it was not included in my "executive" room I was told it would have cost £9:95!
So how's that for a bargain? A normal sized room, no water provided, no gym open and being charged £15 for a £10 breakfast. WHICH I NEVER EVER WANTED IN THE FIRST PLACE!
Asking to speak to thebmanager met with being told that he was not on duty until 8:00am the following day. More than an hour after I had left.
It was so ridiculous it was almost funny really. If it hadn't been so appalling. I gave up and went to bed.
The next day I contacted last minute.com to complain of mis-selling, breach of trading standards law and to mention that I would be complaining to the ASA. But their Indian call centre staff really couldn't appreciate the context of my complaint even though I was told that after repeating back to me everything that I had said to them that they were "sorry from the bottom of their hearts" for my experience! I asked to have my complaint elevated to the highest level in the UK complaints team to be told that this was handled by a team in Poland! At this point I gave up and wrote to lastminute.com and received an email back from....Poland saying that they took my complaint very seriously and would get back to me in 28 days!!
I decided to phone the hotel direct but having rung their general enquiries number gave up after the telephone rang for 15 minutes without anyone answering or any way of leaving a message.. The appalling service of the hotel continues. Why is there even the word quality in their hotel name!
The most ironic thing is that it seems that the General Manager will answer this review but no one answers their telephones!
Let's count the seconds until this post is answered with pointless platitudes.
Having reviewed their website it turns out that they have a 5th floor of executive rooms. So why was I told that having been checked into the 3rd floor I was in a VIP room? Your receptionist clearly lied to me. The rooms I guess were over-sold by lastminute.com and no one had the decency to be honest and re-imburse my money.
Appalling hotel. Appalling lying staff. And all made possible it seems by lastminute.com who have no interest in providing good customer service and rectifying their obvious errors.
- Official Description (provided by the hotel):
- BEST WESTERN Maitrise Hotel is a 4 star boutique hotel, located in London's fashionable Maida Vale. The hotel opened its doors in summer 2009 following extensive refurbishment of a locally listed Victorian fronted building. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Booking.com, Prestigia, Agoda, Expedia and HotelQuickly so you can book your Best Western Maitrise Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.