My family and I stayed at this hotel recently and we did not have a very good experience. I wouldn't return in a hurry. We had travelled for 3 hours by train and booked the hotel approx 2 months in advance. We had requested a family room and was advised this was available. We had requested a double bed and one single for our teenage daughter. Upon arriving, the reception staff were friendly and helpful and a young man showed us to our room. We were not happy that we had been given an exceptionally tiny room with ONE double bed - no room for our daughter. We asked him where our daughter was expected to sleep as there was no bed for her (and no room for one, either). He was unable to give us an answer and looked rather blank. The room was extremely cramped with just a double bed and looked suspiciously like a single room. The young man rang downstairs and spoke in Spanish to the staff on the desk. My Spanish is a little dodgy but I could make out he was asking for a sofa bed to be brought to our room! I interrupted him and told him this was not acceptable. There was NO way a sofa bed was going to be able to be jammed in beside the double bed (we were hard pushed to be able to walk around the bed as it was!) We asked to be moved to another room but we were told that no other oom was available and that this was in fact a 'family room' . I honesltly thought someone was playing a practical joke. I suggested to my husband that we look for alternative accommodation, at which, the young man rang downstairs again to speak to someone else. I wandered off into the bathroom which smelt strongly of dampness and was very musty. It was also extremely cramped with hardly roon to turn around - it really had to be seen to be believed! The young man then asked us to go downstairs. A lady came to speak to us and apologised but insisted that we had been given a family room and that all they could do was to put in a sofa bed. We explained again that had we known beforehand that our daughter would have had to have slept on a makeshift bed jammed next to me and her father, in a space the size of a broom cupboard, that we would NEVER have made the reservation. She then disappeared and another gentleman came out to speak to us and said he possibly had another oom we could use 'in the basement' but that it wasn't ready and could we wait for and hour and a half until it was made ready for us! At this point I could have cried. We said no and were asked to wait until someone went to check the room. The lady came back and said the room was ready and we could in fact go down to the basement to have a look to see if it was suitable. It was a little dark, but to be honest, it was better than the previous room and the lack of daylight was preferable to the lack of space. Once again there was a double bed and a sofa bed (unmade) in the room for our daughter. A maid was summoned after about 30 minutes to make up the bed. She didn't!! She partly ufolded the sofabed and placed a pillow, 2 sheets and a blanket on top of the sofa bed. I suspected we were supposed to make up the bed ourselves and were too tired to argue, so we just got on with it. We had to request extra towels as there were only enough for 2 people and also extra toiletries, as again the room was made up for only 2 guests. There were tea and cofee making facilities in the room, but a someone else has previously noted in a review, these were NOT replenished the following day. There was ONE robe between 3 people - we asked for another 2 but did not get extra. It was cold during the night and we could have done with an extra pillow and blankets, but after searching for extra linen we could fined none in the cupboards or wardrobes. This is unusual, as every decent hotel I have ever stayed in before has always provided additional pillows / bed linen in the cupboards for guests to use , without having to request it. Niceties were just not there. For example, a basic standard requirement I would have expected would have been a bedside clock - there was NO clock in the room. There were no tissues in the bathroom and only ONE roll of toilet paper between three of us for 2 nights' stay!! Ridiculous. Being in the basement, it was noisy and we were subjected to 2 nights pretty disruptive sleep. We popped into the bar on our first night and asked what cocktails they had available and the waitress looked rather blank and then replied 'just a marghertia' - we asked if she could do anything else and she smiled and replied 'no'. We made do with what she had then left. All in all, not a hotel I would recommend. I understand the reasons for the small space in the rooms but I think this should be made clear to guests before booking as they are in for a horrible shock if they are unprepared. The bathroom was miniscule. When the hand towel was laid out on the floor it touched the sides of the sink and the sides of the bath. We took photos just so we coudl show friends and family as we were sure they would not have believed how cramped the rooms are. If a family room is described as having a double bed and a single bed then it is absolutley wrong to expect someone to sleep on a sofa bed. Guests should be made fully aware beforehand that family rooms come with SOFA BEDS - I believe this is because there is literally NO room for a double and a single in the same room. I would not stay at this hotel again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you very much for your review; we take great interest to our guest’s experiences as a way to improve our service.
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I have read this review with interest and concern, and found it different to most of our reviews.
We acknowledge some of our rooms are compact; this is due to the age of the building and our grade 2 listed statuses. However, our website provides full description of our family room, including the size: 18 m2 designed to comfortably accommodate all the family in a single space with an extra bed provided. Comfort and space make these rooms an ideal base for enjoying a few days in London with the family. We do not have extra sofa beds to put into the room, normally the extra single bed is underneath the double bed and its measurements are 0.90m x 1.90m.
Our check-in time is 2pm and where possible we will give access to rooms early should a request be made, however this can not be guaranteed. Our check out time is 12pm and we can only offer rooms once the previous guest has departed and then the room cleaned. In this respect, the room may have not been ready at the time you checked in. In regards to the sofa bed not being prepared, we sincerely apologize and an investigation with the head of housekeeping has been forwarded as this comes in conflict with the service standards that we provide.
Our reception staffs is available 24 hours and would be more than happy to help our guests in providing extra toiletries, blankets or any special request.
The XO Bar provides our guests with a selection of cocktails; the menus are available on all tables in the bar. Our staff have been trained in making the cocktails available in the menu .
We are deeply sorry that we failed to meet your expectations on this occasion, we thank you for your feedback and will act upon it as we always strive to achieve the best possible standards.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.