I decided to book a trip to London as a post Christmas getaway for myself and my Mother.
I found this hotel online as part of a special deal.
I arrived with my Mother, after half a day of sightseeing in London. We were looking forward to a rest and cup of tea. When we got to the desk we were faced with two unprofessional staff members. One was looking very shabby like he could barely dress himself and the other looked reasonable. They were both very unclear in what they were saying to us but eventually managed to state that the room we had booked had maintenance issues. I asked why they hadn't called and they said that they hadn't had the time. Next thing we knew we were faced with choosing two singles or going to another hotel in the Shaftesbury "Elite" Collection.
We chose to swap because we wanted a twin room.
I asked that the room be to the same standard in the alternative hotel, and that they put us in a quiet room.
We waited for a while. In the meantime a couple came in and were told the same thing, and offered a cup of tea (which we were not offered).
I paid then for this new room (no. 111) and we were escorted across the road to the Shaftesbury Premier. We were given room no. 118 (The Clubman) - This room was flawed and there were air conditioning units situated outside the window (which had a draft) - we had a broken nights sleep which impacted on Sundays sightseeing.
The Hyde Park Grand could not have been 4 Star - running a hotel isn't brain surgery - ensure you have maintenance teams at hand, train your staff to be courteous and speak in understandable and well constructed sentences, dress smartly, treat people with equality, and ensure that you stay in contact with guests should problems arise.
This is not the first time this has occurred - looking back at previous posts there have been many times this has happened - 1st Aug, 19th Oct, 31st Oct, 27th Nov, 7th Dec, 8th Dec.
I look forward to the managers response and also will be posting a review to the Shaftesbury Premier page - as that hotel also had much to be desired.
I will never go to this chain of hotels again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 5, 2013
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Thank you for choosing the Park Grand London Hyde Park for your recent visit to London.
We consider the guest feedback of paramount importance whether good or bad. I would like to apologies for the inconvenience caused to you during your stay.
It would be highly appreciated if you could contact me on email@example.com as per your earliest convenience so we can talk discuss this further.
Once again, kindly accept our sincere apologies & we look forward to welcoming you back at the Park Grand London Hyde Park.
Thank you very much.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.