Received a call on the morning of our arrival date that a boiler problem meant that the 4 twin rooms we booked were unavailable and that we would have to have double rooms. I voiced my concerns as two of the rooms were for people with health issues and suggested that a large discount would be expected on arrival. On our arrival a very apologetic manager was waiting for us and we were given an upgrade to Club Class rooms with complementary wine, although still double rooms we were happy to accept this. The reception staff were very helpful and hailed cabs for us when taxis were not available to book due to the queens birthday celebrations.
However I would say that having read the number of reviews that have had booking issues due to "water leaks or boiler problems" I am not sure that I believe the reason given why our twin rooms were not available and it would appear that there are inherent problems with the booking process. Our rooms were booked in April so it was not a last minute booking and after receiving the phone call I went onto the website and dummy booked 4 twin rooms that showed as available for that day!
Whilst I was impressed with the way that the staff handled the issue I do think that the company should improve the booking process so that this does not happen to such a high proportion of guests. This is a large chain which offers very reasonable rooms, probably because the square footage of the rooms is smaller than most other rooms I have stayed in and therefore they can offer a better price. Staff could not be faulted on their customer service but it is not fair to them if the company is at fault.
The rooms are very small although this was not a problem for a one night stay a longer stay would be uncomfortable in such a small space.
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- Also Known As:
- Shaftesbury Metropolis London Hyde Park Hotel London
- Shaftesbury Metropolis Hotel London
- Shaftesbury Metropolis London Hyde Park England