I've booked two of their apartments to celebrate Christmas with my family and hoped for a pleasant stay to match the cheerful occasion. I've contacted the hotel prior to our arrival to ensure that everything was ok especially that I booked it one month in advance, the receptionist has confirmed that everything was great and off we set off on our trip.
When we arrived we were asked to settle up the balance upon the check in which I had no problems with and we were sent off with the keys. The trip to our rooms raised the alarm bells as there was an unpleasant smell in the air and to get to one of them we had to get through a double mattress which was left right outside of the door... Upon entering the rooms I realised these weren't the apartments that I have booked but some shabby, smelly rooms instead that were given to us as a mistake (so I presumed so). We went back to the reception to return the keys and get the keys to the two apartments that we have booked to which we were told that they have a double booking and they cannot give us an alternative. I tried to reason with the man at the reception saying that none of this matter was raised with us beforehand neither when I called them the day before nor when they charged me on arrival for 2 apartments and not 2 standard rooms. Reception staff were not in anyway prepared to help nor was the manager who we were told was not available and occupied with important matters.
At that point I was getting very anxious as I had theater tickets pre booked for all of us and the time was running out so I phoned booking.com (agent I booked through originally) to help resolve the matter as the reception staff told us to 'go and find a different hotel if we didn't like this one'... after few phone calls to the hotel from booking.com the manager suddenly appeared and offered us one apartment and one double room. On inspection we realised that there was no way we could have spent the night in their double room so all 5 of us had to bunk in in one apartment. The manager offered us a discount and have we had the chance to deal with him beforehand we probably would have had resolved this issue earlier and had less of a bitter experience than we had. The silliest thing of all is that we are a fairly reasonable people and had we've been told about their double booking situation we would happily try to find a solution together, at the end of the day it happens. But the reception staff instead tried to cover it up and when confronted did not come up with any solution at all, we were the ones trying to solve the problem, the best that the staff could come up with was 'if you don't like it then go somewhere else'... .
The apartment itself was nice and adequate the only downside was the heating coming on only at certain time of the day so on a cold day it would get rather chilly in there.
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- Also Known As:
- Aspen Suites Hyde Park Hotel London
- Aspen Hotel London
- Aspen Hotel Hyde Park
- Aspen Suites Hyde Park London, England