"worst hotel experience ever — do not waste your money
this was genuinely one of the worst hotel experiences i have ever had, especially considering this is supposed to be a five-star hotel and one of the more expensive hotels in the area.
we stayed in london during very hot weather, with temperatures outside reaching around 35°c, and the hotel had no working ac. we had three rooms, and none of them had proper air conditioning. the rooms were unbearably hot — honestly hotter than the corridors, hotter than the reception area, and even hotter than outside. we asked for a room change, but were told there were no available rooms and that the issue affected the entire building.
we complained multiple times throughout the stay and received no real solution, only repeated false promises. on our third night, after going downstairs and demanding to speak to a manager because the situation was unbearable, the manager promised us compensation. she told us that the previous two nights would be 50% off across all three rooms, and that the third night would be complimentary. she also promised to send fans to the rooms and said they only had one portable ac available, but that they would order portable ac units for the other rooms and send them once they arrived.
only one portable ac was provided. fans were sent to the other rooms, but the promised additional portable ac units never arrived. for two days, we kept calling and asking about them, and staff kept denying that this promise had been made.
then, on checkout day, we were shocked to be told that the compensation was only 30% off for one night. this was absolutely not what we were promised. i personally had that conversation with the manager, and five members of my family witnessed it. yet the hotel completely denied everything. the duty manager, souki, eventually said “as goodwill” she would increase it to 50% off one night only. this was still nowhere near what had been promised to us.
the problems were not limited to the ac. we also had electricity issues in one of the rooms. the lights would suddenly turn off, leaving us with no lights at all. i complained every single day, and every day they sent the same engineer, who kept trying to convince me that electricity cutting off for a few minutes is “normal.” it is absolutely not normal in a five-star hotel.
one of our room doors was also broken and extremely difficult to open and close. it required excessive force, and i could not open or close it myself. my father had to do it for me every time because of how hard it was.
the entire stay was horrible from beginning to end. the staff were not friendly, not helpful, and did not seem to genuinely care. it honestly felt like the only reason the manager made promises was to get us to stop complaining downstairs in front of other guests and go back to our rooms. once we did, nothing was properly done.
we paid a lot of money to stay at this hotel because of its location and five-star rating, but the experience was completely unacceptable. no working ac during extreme heat, electricity cutting off, a broken door, false promises, poor service, and unfair compensation.
i would never stay here again, and i strongly do not recommend this hotel to anyone. please do not waste your money"
