Stayed at the RHG between June 19th - 21st. Temp – 33 degree C – 30 degree C
We had my wife, my 12month old daughter, myself. A friend, his wife and two children, 1 who was 14 months and 1 who was 2.5 years.
When we booked the RHG hotel, we specifically requested a suite that had a separate bedroom from the main living area, this would enable us to put our daughter to bed and allow us some freedom to watch television and or talk and we wanted a view of the Thames and London. We were told to order a deluxe suite.
When we arrived we were given the Library suite (room 911). I thought this room as awful, dark (very dark) dirty and dusty. The room rate for this room is £280 per night. For that you get a room with no view.. I mean.. no view.. When you pull back the drapes, you are confronted with a tall window with completely frosted glass. You get a staircase leading to the bedroom; this overlooks the living area but is very unsafe for 12-month-old babies as they can fall between the bars quite easily. The room had cobwebs from the lights and that must dust gathered on the picture frames and backs of chairs, it would have looked in place within Disney’s haunted house.
We asked to be moved.. we were told that the only other option they had wouldn’t be available until 5pm as the guest had a late check out. We agreed to this and decided on a visit to the London eye and a walk along the embankment. We returned at 6pm.. tired, hot (London at 33 degree C soon takes it out of you), We were told that the room needed to be checked to ensure it was clean. We were asked to wait in reception. 30 mins later, I decided to chase them up. I was told that they had forgot to check, please wait whilst we do it.. 10 mins later.. yes you guessed it.. I had to remind them again. Eventually, we were given the Egyptian suite.
We soon found out this suite was room 912, next door to where we had been before…
Although the room quality was better, it still had a fundamental problem that it was on two floors, no good for a 12-month-old baby. I asked for the manager to come and see me. He appeared and was very good. He agreed that we should have not been given these rooms and offered us a suite on a lower ground, although not as large, this would give us accommodation on one level. We accepted.
We moved to room 475. The room had a great view of London and suited our needs for the baby but the air conditioning seemed to be blowing hot air.. please remember that London was 33 degree C on this day.. We were unable to open the windows so we asked reception twice if it could be fixed. It never was.. we got so feed up with moaning we decided to put up with it.
We complained to the manager on check out about the problems we had had, she apologised and offered a huge reduction in costs for us, we accepted.
The hotel is indeed in a good location. I feel we were unlucky and I would be prepared to stay there again, only this time I would investigate rooms before I accept them.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.