Despite having made a reservation a month advance, and despite having ALREADY PAID for the room, we arrived at the Shaftesbury Premier Notting Hill to find that our room was not available. They claimed an unspecified "maintenance issue" and offered to taxi us a half-hour out to the boondocks to one of their sister hotels in Osterly or something like that. We specifically wanted to stay in this area and were to be in London for less than 24 hours. Obviously, our time was precious and their alternative was not at all acceptable.
The front desk staff did NOT offer to find us equivalent nearby accommodations--we were basically given a refund and that was that. We wound up traipsing around the area, on foot, with luggage in tow, checking the other hotels in the neighborhood one by one. (A very helpful lady at the sold-out Phoenix Hotel came to our rescue and not only found us a room at a competitor nearby, but then called the hotel herself, negotiated a low rate on our behalf, then gave us a map upon which she drew exactly how to get there. In other words, we got better service from a hotel we hadn't even booked a room with!)
This seems to be a pattern with Shaftesbury. Do yourself a favor and check out the reviews below from Semi_Circle (11/5/12), Haylea S (10/14/12), D_Kernoghan (6/29/12), JMH1953 (2/20/12), ElenaCL (1/25/12), matthew g (1/11/12), and Richroom101 (1/3/12), who all wound up getting the "Shaftesbury shaft" like we did.
Do you really want to gamble with your room while on a trip? I sure don't, and I will never make the mistake of attempting to stay at any Shaftesbury property ever again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to write in and your patience while we looked into this matter.
it was confirmed that the Shaftesbury Premier London Notting Hill did suffer a maintenance problem on the day of arrival. Therefore we arranged for an alternative accommodation you. We understand that you were less than satisfied about this and we sincerely apologize for the trouble caused. We have taken the complaint into very serious consideration and have been implementing measures to ensure that we further improve on all our services.
i will appreciate if you could send me your contact detail to firstname.lastname@example.org order for me to contact you directly and discuss the same in depth.
i understand from your comments that you had a very bad experiance and once again apologize for the same
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.