Privacy violation, intimidation and illegal practices disguised as "supervision"…read more
Our experience was extremely disappointing and completely unjustified for the price we paid.
We were assigned a basement room with a window facing scaffolding and no actual view. While this was stated in the booking, the value for money was awful: the room was tiny, had no fridge, the TV didn't work, the bathroom was fully transparent with no privacy, and the shower gel dispenser didn't last even two showers.
The worst part was the treatment we received. One day we returned to the hotel and found that our key card had been blocked without any prior notice. At reception, we were handed a £100 penalty notice for allegedly smoking in the room -- along with a printed photo of the inside of our trash bin, taken without our knowledge or consent, while the "Do Not Disturb" sign was clearly hanging on our door.
A few minutes later, a manager came down to our room with the same photo and notice. When we asked for an explanation, she told us they had entered the room to "supervise" because the Do Not Disturb sign had been up for two days, and they had "had bad experiences with other guests".
In other words, they entered without permission, took photos of our personal belongings, blocked access to our room and treated us as guilty based on assumptions and past incidents involving other people.
My partner expressed our outrage and asked how it was even possible to enter our room, take pictures of our belongings and penalise us without warning or proof. He also explained that the Terea cartridges found in the bin had not been used inside the hotel, but had been carried in his coat pocket after use in the street to avoid littering, and thrown away once back in the room.
At that point, the manager had nothing else to say, and her only response was: "please don't do it again."
To make things worse, the day before checkout we left the room ready to be cleaned -- and nobody came to clean it.
This experience was not only humiliating, it was also a clear violation of our rights as guests and consumers, and could even be considered illegal under UK law:
* Consumer Rights Act 2015 - Section 49: services must be provided with reasonable care and skill.
* Data Protection Act 2018 - Sections 2 & 170: prohibits the collection and use of personal data (like photos of private belongings) without consent.
* Consumer Protection from Unfair Trading Regulations 2008 - Regulation 7: bans aggressive or intimidating practices towards consumers.
We would not recommend this hotel to anyone who values their privacy, peace of mind, or professional treatment as a guest.