Upon checking in, all payments were required to be paid upfront for the stay. This wasn't a problem until we requested for a refund when the conditions got unbearable.
First, we had a shower that the water could not drain. Then the maintenance guy came and pulled out the hairball, after which it was still poor, but workable. Secondly, there was 7am to 6pm construction noise non-stop next door was so loud that the wall next to the bed was vibrating. (a hammer-drill going into a shared concrete wall is not a pleasant experience)
The final straw was when the stove stopped working.
We first asked for a refund/cancellation of some of our remaining nights and they flatly refused (we would have been totally happy with losing 1-2 night cancellation fee), claiming that we “agreed” the room was fine before we moved in. The reality is we got ASSIGNED the room after we paid, had a token of assistance with getting our luggage down to the deep bowels of the most bottom room (being shown the way as it was not easy to find). Then told that this was our room and left with the key. There was no verbal agreement of acceptance and definitely no offering for alternative options.
Their initial resolution for the stove was to say the least, pathetic. We were asked to use the stove in another room, but not eat or stay in that room for very long as it was needed to be kept clean as there was another guest arriving and no rooms were available for the night. The suggested solution was ridiculous for the simple reason that we had paid for a room with cooking facilities, and reserved the right to use them at any time, and not be restricted to
the time, duration and frequency to the use of the kitchen, and require permission from the staff every time to access the other room.
After a half-hour of patient and polite reasoning with the manager (never once being offered any reasonable alternative, or partial compensation for the lack of facilities) my partner decided the best thing was to wait quietly in reception to await word back from their maintenance contractor on fear that if he was not physically there to remind them, we would not likely get a resolution before the staff went home for the day.
After another half-hour of waiting they very reluctantly came up with a final solution of moving us into another room. Yes you heard correctly, there was in-fact another room available! (to say that another way, we had been flat out LIED to)
The kitchen in the new room worked, but there was an exceptional reek from the pipes in the bathroom, but what choice did we have at that point.
Another annoying issue with the kitchen facilities is that they provide no cleaning products. At first we thought they might service the apartment, and then we were told that we needed to buy them ourselves. It's not the cost, it's the inconvenience!
In the end we paid for 6 nights and left after 4. We lost 2 nights of payment but it was not worth the pain.
It was by far the most unpleasant experience we had in UK – would never go back there again and would implore each and every single prospective guest to avoid this place at any cost!
- Official Description (provided by the hotel):
- We have 21 self-catering Studio Apartments near Paddington Station very close to Hyde Park & Notting Hill. Ideal for Business Professionals, Tourists and Holiday Breaks. ... more less
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- Also Known As:
- Dylan Paddington Hotel London
- Dylan Hotel London
- Dylan Apartments Paddington London, England