You decided to look through the reviews for the Washington Mayfair hotel (London), so you can decide on making the right choice of booking a room at the hotel.
Let me tell you my story before making a reservation. I am from Belgium btw.
I have never wrote a review, but what happened to us made me so upset that I can't resist to get behind my laptop.
I booked a non-refundable room at the Washington Mayfair hotel in the beginning of October through booking.com.
Several rooms for this hotel were offered then, date of arrival 1st December. We would stay one night.
I chose this hotel due to the (good) reviews + it had the perfect location in the centre of everything, also the subway-connections were perfect for everything we were going to visit.
On the 1st of December we were also going to see the stand up gig of Michael McIntyre at Wembley's (really one to watch).
We would be in London approximately 24 hours. Arrival 13u, departure the next day 13u20. A tight schedule, but everything well planned.
To be on the save side I send in the week of arrival the hotel the confirmation that we were coming.
We took the subway to the hotel and arrived at 17u15. We wanted to check in, go out and enjoy a dinner outdoors before heading Wembley (direct subway-line to Wembley - good planning yeah)
The lady at the desk told us there was bad news. Due to a 'glitch in the system' there was an overbooking and we were relocated to another hotel, Bentley's a 5 star hotel.
To this day, it is still a very great mystery to me that a hotel is overbooked, whilst offering available rooms in October on a website (booking.com) our room was exceptionally that room they gave away to somebody else.
Also, they knew they were overbooked. They could easily phoned us up and told us about the situation, so we didn't lose any time getting to the wrong overbooked hotel, nor lose time to get from there to the right hotel. We lost at least 1 hour.
The manager also gave us blurry info where Bentley's was situated. Relocating us meant we had a total additional loss/waist in time 2,5 hours. When you are visiting a city for 24hours, in which you need to sleep,, I can tell you 2,5 hours of extra transportation is a lot.
Arriving at Bentley's (at 17u50), where we did get a warm welcome, we realised that we hadn't enough time to go to a restaurant. We then decided to dine at the restaurant of the hotel. I asked the receptionist to contact Washington Mayfair to ask them to pay for our dinner, because it was their fault we had no time left to look elsewhere. Also we needed to leave sooner to Wembley to be on time.
The manager at Washington didn't give a response - i checked with the receptionist when we arrived back in the hotel after the gig.
In the morning I checked again and I contacted booking.com. They would contact Washington Mayfair to set the record straight.
Again no response from Washington Mayfair due to no working manager on Sunday.
We had breakfast at Bentley's and apparently they did not put our breakfast on the tap by mistake. I would have gladly paid for my breakfast because that was the deal when I booked a room in October. I assumed my brother, who had joined us for breakfast, paid it for us. We did mentioned it, but the reception just gave us the tap, we paid because we needed to leave (remember the extra subway-stations)
Arriving in Belgium I wrote an email to the hotel to make a complaint, wanting them to repay our dinner bill, as well our subway tickets because we needed extra zones subway tickets because of the relocation.
They rejected my argumentations by saying they offered us a better hotel.
Dear customer, the hotel as an obligation to arrange another hotel. It is not a 'geste' of goodness or service.
The only thing the offered was a better room when we would do another booking at Washington Mayfair hotel.
I have never heard a ridiculous offer like it.
Surely, I am clearly persuaded to book again, because the first time they did not have a room for me and my husband, a room a booked up front, paid up front, confirmed, already knowing what lack of service, communication and professionalism when it turns out they have another 'glitch'. Glitch = bad management
Very disappointing, I will never book there again, that is for sure.
One tip: If they treat you like that, make your demands clear the moment they tell you the 'bad news'. Otherwise you will be offered the same cat in a bag.
With kind regards,
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.