After searching the internet for a nice hotel to stay in in London I chose the Park Grand Hotel in London Paddington. There was severe flooding in the south west where we lived but we decided to travel as the trains were running still, I called the hotel reservations line the morning of our departure to check that the payment had gone through, and the room was reserved- this was confirmed. Once we arrived at the hotel around lunchtime we were told that there were no rooms available- as the hotel had overbooked (which has happened to many previous customers as per the reviews on tripadvisor) and that the hotel had tried to contact me to advise me of this- which was not true as i had received no phonecalls/emails to this effect.
Had we of received this information before we left due to the adverse weather conditions we would of stayed at home. We were offered a refund/ or a room at the Best Western just down the road, I complained to the manager on reception that i had not booked a room at the Best Western I had booked at the Park Grand but there was nothing I could do.
We arrived at the Best Western and were not offered any apology or complimentary drinks for the mixup i burst into tears at the desk feeling full of cold and frustrated i felt so helpless and that the weekend I had planned had been ruined, I wish i had read the reviews before I booked.
The rooms are small,staff are polite and the breakfast is nice.
I don't understand why this keeps happening to customers who have a booked a room in good faith in the current economic climate, your customers are your business, but no-one seems to care or has offered myself or any of the other guests any compensation or apology for their mistake.
Cheaper hotels are crying out for business and charging a cheaper price and a better level of customer service.
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- Best Western Paddington Court Hotel
- London Best Western
- Best Western London
- BEST WESTERN Shaftesbury Paddington Court London England