- Liked: Cleanliness, property conditions & facilities
- Disliked: Staff & service
We were visiting London for the funeral of a family member and had stayed in the hotel before, because if it’s good location and comfort. When booking I called reception to book interconnecting room for myself and my husband and our children. I spent an hour being transferred to 3 different people in guest reservations and was assured an interconnecting room had been booked. On arriving at the hotel to check in, guess what...no interconnecting room. After a long check in we were given an executive suite with an interconnecting room. Breakfast was room service only and we were given a sheet to fill in and leave outside our room, or to order via room service line. We occupied 5 rooms and all ordered using these methods. The next morning none of the 5 rooms in our party received their breakfasts and when we each called up there was no record of it! We were furious and shocked how this can happen and not the stress we needed on the morning of our dear uncles funeral. We received our breakfast 45mins to 1 hour late and had croissants missing (apparently they weren’t ready!) Overall a disappointing and frustrating experience, highlighting failure in simple processses and services.