2/10 Terrible
Alexis
Travelled with partner
Jan 11, 2025
Liked: Cleanliness, amenities
Disliked: Staff & service, property conditions & facilities
I am absolutely appalled by my experience at the London Edition Hotel. I booked my stay through Expedia, where I've been a loyal customer for years. I paid a non-refundable rate for two nights, only to be met with the most frustrating and disheartening experience imaginable.
The entirety of Zurich airport was grounded on the day I was supposed to arrive, and a freak snowstorm in London closed the airports, making it impossible for flights to land. We didn't make it to London until our second booked night. Despite these unavoidable circumstances, the hotel coldly refused to refund us, stating that the booking was non-refundable and there was nothing they could do. Expedia gave the same unhelpful response.
It's absolutely disgusting to advertise a luxury experience and then show a complete lack of human empathy and understanding in situations beyond anyone's control. There is always something that can be done to show compassion and flexibility, especially in such rare and extreme cases. I expected much better from both the London Edition Hotel and Expedia. My vacation was completely ruined by their rigid and heartless policies. I am extremely disappointed and will be taking my business elsewhere in the future.
Alexis
Stayed 2 nights in Jan 2025