2/10 Terrible
Verified traveller
Travelled with group
23 Sep 2024
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities, room comfort
Broken AC and Poor Communication
We paid for a Queen sized room for 4 nights with a view of Hyde Park on the 1st floor & the room was spacious, however, the air-conditioned was broken in the room. We were moved to a Queen sized room with a smaller view of Hyde Park on the 5th floor, but the room was significantly smaller. There were no rooms available that were the size of our original room. We therefore felt very cramped & had limited space in the room. Although we were offered free breakfast as compensation, the instructions on how to redeem the breakfast was not clear. We were sick from traveling & so ordered room service and was told after the fact that the charges could not be removed since the complimentary breakfast to compensate for the broken AC and move to a smaller room had to be redeemed in person at their breakfast buffet. We therefore checked out of the hotel with significant charges on the credit card from two days worth of breakfast charges via room service without realizing that it would not be compensated. We only received a complimentary breakfast for one day since we physically went downstairs to the breakfast buffet. It was a terrible stay since we should have never been given a room with a broken airconditioner during a warm week. We were not even told upon check in about the broken airconditioner. And then we had to move all of our luggage and belongings to the 5th floor to a very small room. There was poor communication and no one was on hand who wanted to make things right for us.
Verified traveller
Stayed 4 nights in Sep 2024