I stayed here with a friend in May as I was in London for the FA Cup Final. We arrived in the afternoon, and at the check in desk we were told the room was being cleaned and wasn't ready.
We were told by the check in staff on the desk that we could leave our bags and check in later. We were quite happy with that so checked in our bags and went off on our way to Wembley Stadium for the FA Cup Final. First impressions were of a nice, large lobby.
The tube is only a 5-10 minute walk from the hotel, so the location is great for getting around London and we had no problems getting to Wembley stadium.
Outside the hotel looks dated, but is obviously very large and the lobby area gave me a good impression.
After the game we arrived back the the hotel ready to check in around 9pm, intending to get into the room, get ready and head out to celebrate an unpredicted win for my team.
We were soon however brought back down to earth as we attempted to check in, and were told there were no twin rooms left as they were now all full and they had none left. The female member of staff wasn't apologetic about this in the slightest.
Tired after a long day, and eager to head out into the City to enjoy the evening, I informed her she would need to put us up in two single rooms or transfer us to another of their hotels in the City. Again she told me she couldn't do this, at which point I asked to speak to the manager.
After a 5-10 minute wait the manager appeared. He listened to our concerns and proceeded to tell us as we had booked with superbreak, our twin room wasn't guaranteed. As this was my first time booking through a travel agent for the break this was news to to me. As I had a printed page confirming I'd booked a twin room, I wasn't too pleased to hear it either.
After a long draining period of arguing/explaining to the manager that we just wanted what we had booked, we were told to wait while the manager would see what he could do.
Eventually after around 15-20 minutes of waiting the manager returned and eventually gave us a twin room, as another guest had apparently not yet turned up.
Pleased with this resolution we took the room, but all in all it wasted a good portion of the evening and resulted in a very late evening meal out in the City and in turn missing all the proper pubs being open! Funnily enough I saw an old school friend arguing at the check in desk as we were waiting to speak to the manager - I had to wonder if his situation was the same as mine!
Make sure you get the room keys before heading out all day.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review and for listing your positives and concerns that your encountered during your stay.
I am sorry to see that your experience on checking in was not to your satisfaction and that a member of our staff and Manager was not helpful at the time. I have referred these concerns that you mention to our Management Team to review and address immediately so that such incidents are not repeated in the future. I apologise for the inconvenience caused and you will be happy to know that we are conducting staff retraining on a more regular basis to ensure we maintain our excellent customer services to our guests going forward. We endeavour to provide a good service with every effort and intention of pleasing all our guests.
Please contact us direct when making future bookings so that we can take the opportunity to make amends and to ensure you are well looked after.
Look forward to welcoming you on your next visit to London.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.