9/10 Wonderful! (3,780 reviews)
We had an issue arriving to London. I tried to contact the hotel but the phone number wasn't working so I sent a message informing we would be arriving the next day and wanted to confirm our reservation was held for us and that our room would be ready in the morning. I received no response. Upon arrival we were told that the hotel was sold out and a room was not yet available for us (even though we had paid for the previous night). We had to check our luggage at the front desk. When we returned that evening I explained the situation and asked for a credit for the previous night since we had pre-paid for a room that should have been available to us. We were told by the front desk that our reservation was good and that what we said wasn't true. Very disappointed to be accused of making something up and if our room had been available to us then why would we have had to check at our luggage at the front desk rather than putting them in our room? I would like to AGAIN request a credit back for the night we were charged.
Reviewed on Jun 11, 2026
