"Would give 0 if possible. Extremely disappointed with both the customer service and the room itself.
Me and my friend booked this hotel months in advance through Hotels.com and received multiple confirmations, including one from Zedwell the day before arrival. We chose the “pay at property” option. When we arrived, the check-in system failed and a rude receptionist told us our booking had been cancelled due to an “invalid payment method” despite no payment ever being attempted and our booking still showing as confirmed on Hotels.com.
As two 18-year-old girls in central London at night with nowhere else to stay, we were understandably distressed. Instead of helping, the receptionist repeatedly said it was “not his problem,” claimed we “didn’t understand,” and tried charging us £130 more for the same room. After we refused and sat in the lobby trying to find somewhere else, he suddenly processed the booking at the original price anyway, making the situation feel very suspicious.
The room itself was awful for the price — tiny, no surfaces, leaking shower flooding into the bedroom, broken air conditioning stuck at 14°C, and constant loud noise from the tube and pipes all night.
Overall, massively overpriced with terrible customer service from one particular staff member who was rude, dismissive, and patronising throughout. Would never return."
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