We stayed in this hotel on our last night in London before moving back to Australia (we had been living in London for the last 2 1/2 years).
We were given a room on the ground floor as we had a lot of luggage. The room was an ok size - we could just fit all our luggage. The bathroom was also ok. Overall the room was ok.
Now let me get on to the really bad bits... We went out to dinner with our friends for our last night in London. We returned to the hotel at 11pm and entered our room. On the desk was a birthday cake with a bite taken out of it and some hair pins and hair ties next to it. These were not ours!!! We go to the reception and complained. The attendant at reception came in to the room and at first wouldn't believe that the cake and hair ties weren't ours!!! We were not happy. He finally understood/believed us and took them away. We obviously didn't want to stay in that room but were told they were fully booked but the hotel down the road had rooms. The hotel down the road turned out to be a budget hotel currently in renovation with no air conditioning and very, very hot! So in the end we begrudgingly stayed in our existing room.
The handling of the situation was not good. We were told the Night Supervisor was on the way and would look at the video footage from security cameras but when the Night Supervisor was called (who was apparently at the hotel down the road), he mysteriously couldn't come over to our hotel and wasn't able to review the footage. We were then told that we would have to wait until 10am for another Supervisor to go through the footage and speak to us. We informed the reception staff that we had to leave by 9am to catch a flight so that would not be possible. We were then told that the Supervisor would review the footage and speak to us at 8:30am.
In the morning at 8:30am, the Supervisor was unavailable. We were offered free breakfast, ate that and came back at 8:50am. We had to wait for 10-15 mins for the Supervisor who was then completely uninformed about what happened. Once we explained the situation he questioned the believability of our story insisting multiple times that perhaps the cake had been ours!!! We were astounded!!! When we got angry and insisted we were told the footage would be reviewed and we would be emailed.
So, our room was broken in to, our privacy was violated, things were left in our room, we were not believed by staff and the only compensation we received was a free breakfast!
We did receive an email back from the hotel to say that there were no cameras in that corridor. They offered us a free upgrade the next time we stay - we will not be using this upgrade as we will never stay in this hotel again!
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