2/10 Terrible
Georgia
Travelled with group
1 Aug 2025
Disliked: Cleanliness, staff & service, property conditions & facilities
DO NOT STAY HERE — A PRETTY STAIRCASE AND GOOD LOCATION WITH NOTHING ELSE TO OFFER.
This is not a 4-star hotel. It’s 2–3 stars at best.
Our room was extremely dusty — I had to take antihistamines and was blowing out dust from my nose (TMI, but that’s the level we’re talking). We had to wipe down surfaces ourselves just to use them. The cupboard was so filthy that dust flew out every time we opened it. It clearly hadn’t been cleaned in ages.
We complained on the 12th or 13th July and gave them plenty of time to address it. Nothing was done. On the 15th, we complained again and sent photos/videos. Housekeeping was sent up—and did nothing, even after we pointed out the specific areas. At one point, they tried to blame the carpet. No other hotel I’ve stayed in had this problem. If they can’t figure out how to clean carpets, either get rid of the carpet or hire new housekeeping staff.
They offered to move us and refund 10–15%, which was laughable. We had evening shows booked daily and limited time in London, so moving rooms wasn’t simple. Eventually, we were offered 20% off the first two nights. I pushed for three nights, which was agreed to—but no more because “we need to make a profit.” Comfort clearly comes second here.
The upgraded room was better, but the “unlimited” minibar was never restocked.
We paid $4,034.43 (Wotif discount included) and were refunded $448.93. Not sure how that math worked.
Also, the breakfast buffet was poor—bland, repetitive, and underwhelming.
Georgia
Stayed 6 nights in Jul 2025