We really wanted to like this hotel stay, and the star in this review is for these reasons: the building is stunning, the proximity to Victoria Station is extremely convenient and the rooms were spacious for London standards. However, we had more problems than solutions on this trip, and I seriously doubt we will ever stay at any Guoman hotel because of this experience (and if this hotel is so poorly managed, would their other hotels be any better?!). Here's why:
1) Our pre-paid reservation included our Internet access charges, but the hotel was out of the BT Openzone vouchers when we arrived. No refund was offered or provided to us -- our only option was to take a 90-minute voucher and hope the hotel received more vouchers later that day (which they never did). When I checked out and asked about having the access charge credited back, the front desk person claimed that we were not charged for this service (my pre-paid receipt shows otherwise, so they have not heard the last from me on this issue!).
2) The electricity in our first room was on the fritz, and while my son was showering, the fuse for the whole room blew. The front desk sent up a serviceman quickly, and he indicated that the room's wiring had a short somewhere. He notified tha front desk that we should be moved, apologized to us for the inconvenience and left. We waited over 20 minutes for a guest relations manager to come provide us keys to the new room. Meanwhile, I had already notified the front desk that we were short on time as we were tying to get to a theatre show. When she finally did show up with the keys, we were left to move our own bags and now race to get ready. I asked at that point if the hotel could please arrange and pay for a cab service to the theatre to help us arrive on time. Despite the fact that I was asking this of a manager, she had no idea whether such an accommodation could be made. Although ultimately the hotel did pay us, it was a reimbursement AFTER we returned to the hotel (very bad form to make the guest pay first!).
Again, no other offers to discount or reimburse us for either inconvenience -- I had to make the request first. This hotel seems to be run like an inefficient bureaucracy rather than a customer-friendly hotel. We should have been reimbursed for the Internet since technically we paid for a service never provided and the hotel staff should have arranged to move our bags for us and upgraded our room at no expense or reimburse a portion of our room charges for the electrical problems. Any stateside hotel would have done at LEAST this much, and yet I found myself imploring the so-called guest relations manager to simply pay for a cab fare (which was less than £20!!).
Bottom line: had this hotel spent about £15 on cab fare and £10 to reimburse our Internet charge, I would have given this hotel 4 stars. But their inability to stay customer-focused in their problem-solving is simply inexcusable. Stay here only if you must, and only if you can ensure there will be no surprises during your stay as the staff are not prepared to handle anything out of the norm. Frankly, however, there are too many other hotels in the area -- stay elsewhere instead!!
Small lifts and only stairs in/out of Victoria Station from the hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Family C,
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Thank you for your Tripadvisor review.
I was most disappointed to read that your stay was not more enjoyable.
If you are visiting London again please do contact me personally as I am sure on a future stay we would be able to reassure you of our normally high standards.
My personal e-mail address is firstname.lastname@example.org
We look forward to welcoming you back soon
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.