Let me first start by saying if your attending an event at either Wembley Stadium, or Wembley Arena - location wise... You can't beat this place.
After staying here on two previous occasions & having a 'reasonable stay' I decided to stay here again on Feb 16th 2013 - for the UFC event at Wembley Arena. For the price of a little over £62.00 - I felt I couldn't go wrong.
Check-in was quick, smooth & adequate. I quickly un-packed my bag, & met up with friends in the hotel bar.
It wasn't till after arriving back into my room later that evening that my night of woes began. I pulled back the duvet & was shocked by what I saw. The bedding was stained with either dried phlegm, or worse. It was disgusting. There was no way on earth I was ever going to even attempt to sleep in that dirty bed. It was around 1.50am when I went down to the reception area. I explained my problem & showed them photos I had taken on my phone. of what I had discovered. The reception desk person tried to help by offering me another room - which in normal circumstances would have been ok. However, at nearly 2.00am in the morning, & being very tired... I didn't really want to have to pack up a room, & then unpack it all again in another room. If they had let me keep my possessions where they were, & simply sleep in another room would have been ok - but that wasn't offered. They explained that someone would come up to my room shortly & address the problem. After waiting around 10 minutes, a man appeared at my door with fresh sheets etc. he seemed to want to just pass them to me. I explained that I wasn't prepared to make the bed. He replied that "it's not my job - I am security". I then stated that "If its not your job - you better find someone who's job it is!". He then proceeded to make the bed. As he was making the bed I casually, calmly, & politely asked him "Do you think this is acceptable? Do you think I should pay for this room." To which he rolled his eyes & head back in a rude gesture kind of way. I asked him why he had made such a gesture, & what he had meant by this - he ignored me. I asked again - at which point he aggressively stated, whilst grabbing his badge "This is NOT my job I am security". This was totally un-called for & over the top. I've sent a photo in to the hotel, & am currently trying to send a video of the incident in to the hotel - to back up my views. The hotel have replied that the reason for the security guys rudeness was because he was tired after coming up the stairs - and seems to imply that I have mistaken his rudeness for tiredness. No the man was simply rude, & verbally aggressive when I asked a simple, fair, & reasonable question. There was no excuse for it.
I've tried to deal with this privately with the hotel - but instead of a explanation of why this shoddy cleanliness & staff attitude happened... Yet alone an apology... They've merely refuted my claim/statement & made poor excuses (security guard was tired after coming up to a 1st floor room & I had been mistaken) .
The hotel has a policy of sorting things to your satisfaction within 15 minutes - or the room is on us type of promotion. My situation took around 30 minutes to resolve. They claim they don't or won't give me a refund because an alternative room was offered. Just consider this... After a long hard (but fun) day, & at 2.00am in the morning... Would you pack up & unpack to another room at such an hour? That's not a fair, or reasonable offer - something you'd expect a customer guest to do. This isn't about getting a refund - I'm lucky that I don't actually need the £62.00 back. I'm just annoyed & dismayed that no real apology has been made, no explanation has been offered.
I & my friends will never stop at this hotel again.
- Official Description (provided by the hotel):
- Ibis London Wembley is located close to Wembley Stadium. Aside from magnificent views of London, the hotel offers easy access to the English capital, only 15 min from Baker Street and 25 min from Oxford Circus on the tube. Book one of our 210 rooms with air cooling system, Complimentary Tea & Coffee, Hair Dryer, In Room Telephone, Pay TV, Internet & WI-FI facility, On-suite Showers & Toilets. Special need rooms are available on request with limited mobility and benefit from the use of our amenities including a restaurant, a bar serving snacks 24 hours 7 days. Discounted Car Parking Facility within 5 min walk in the public car park. ... more less
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- Also Known As:
- Ibis London Wembley Hotel Wembley
- Accor London Wembley