Absolutely atrocious experience and still dealing with customer service more than 2 months later…read more Let me preface this with the fact that I book reservations with Premier Inn multiple times a year for different clients and family members. I book online the same way every time and have never had issues like I experienced at this location. I have encouraged all future clients to book elsewhere and will not book any Premier Inn locations again. I made the reservation for 2 clients who were visiting from America. Everything was paid in full and they had the email to prove it. On arrival they were told they owed an additional fee over £200. For that price difference they could have stayed at a 5 start resort in Knightsbridge. They paid the difference as they arrived late at night and were jet-lagged. I arrived in the morning and went to their room so they could show me what they had been given. It was disgusting. There was thick dust everywhere, badly painted walls, mold by the windows and we even found old peanuts under the bed! Absolutely disgusting and thankfully did not trigger one of their peanut allergies. I went to the front desk to discuss the issue and they were offered another room. Needless to say the second room wasn't much better. They had multiple key issues (and no they didn't keep their keys next to their phones), there was no phone in the room so they had to go down any time they had an issue. There was a broken fan in both bathrooms. The toilet seat was broken and coming off. There were also homeless people on the streets below one side of the hotel and they both said you could hear yelling late at night. Not ideal for a week long stay! I came back at the end of their trip to go through the additional charge with the front desk who themselves could not explain it properly. I finally got a manager and asked why my British father (who I booked into the same hotel) didn't received an additional fee but the others did. She didn't have an answer and just said "it's the price" even with me showing her the booking screenshot and confirmation email. After 2 months of dealing with their customer service team, they finally said "we can't discuss any further with you as it's not your name on the booking". So I forwarded all the information to my client and she is still awaiting an answer. At this point I have sent all communication evidence to her so she can dispute the extra charge with her bank. I made 2 reservations at Premier Inn in the same way and my white British friend didn't get charged any additional fees, but my black American clients did. I always aim to give people the benefit of the doubt but this can only be taken one way. Avoid at all costs, especially if you're a foreigner.

This is a great place to stay if you're looking for a central London hotel, but not looking to pay…read morecentral London prices. Yes, it's a Premier Inn so you're not getting opulent luxury, but it's a great place to get your head down for a night. I stay here when I'm out for work functions or late weeknights rather than return to Southend just to traipse back into London for work the next day. It's south of the river, along Tower Bridge Road and apart from the Costcutter across the road from the hotel, there's not a lot of life in the immediate surrounding area. However, you're only a 15 minute walk from the heart of the City. Because it's such good value it gets booked up so best to check availability early if you want to get a clean, basic room for less than £100 a night.

The Malmaison is a charming boutique hotel on Charterhouse Square…read more During my stay, I never heard so much as a peep from another guest which, in my book, is major. If I didn't know better, I'd have thought I had the entire hotel to myself: just the way I like it! Speaking of things I liked, the tea selection was lovely, as were the bath products. As always, it's the little things. A few bits of advice: - Don't rely on minicabs being able to find Charterhouse Square on name alone, fetch a map from reception. - At the weekend, the area surrounding the hotel is fairly quiet; it's much more bustling during the week. - London's first gastropub, The Eagle, is an easy walk from the Malmaison and is a great spot for a drink and a nibble: http://www.yelp.co.uk/biz/the-eagle-london-4#hrid:V5ujCfCIGI5BLChzFzqJuw - Farringdon tube station is very near but if going to Angel, take the bus instead. If you want to be smack dab in the middle of the action, this isn't the hotel for you. But if you want to be near the action, in a hotel where other people's action won't keep you up, the Malmaison's a terrific choice.

I generally love the Malmaison chain for their elegant, sexy rooms and naughty concepts. I've…read morestayed in a few but this one I popped in for afternoon tea with the girls. I was excited at first as I'd booked online, called to reconfirm (and had spoken to a really lovely girl) but when we arrived nothing was ready and we had to wait by the front desk. Eventually they set us up in a secondary lounge area but it all felt a bit Fawlty Towers. No tablecloth, awkward servers and missing items. The actual food looked beautiful, was wonderful-tasting and filling too, so really it was just the set-up which needed improvement!

On August 30, I experienced what appeared to be discriminatory, misogynistic, and racially biased…read moretreatment from a front-desk staff member named Omar during check-in. After a significantly delayed flight, my partner and I did not arrive at the hotel until approximately 5:00 AM. We were traveling with all of our luggage and had booked the room beginning the previous night specifically so that we would be able to check in upon our late arrival. When I approached Omar and explained that I was checking in, he immediately responded that check-in was not until 3:00 PM. I explained that we had booked the room for the previous night. When my partner, who is a white man, arrived at the desk and repeated essentially the same information, Omar proceeded to assist him with the check-in. What happened next made the interaction even more concerning. After providing my partner with the room keys, Omar asked me whether I was with him. I had been the person who initially approached the desk and attempted to check us in, yet I was effectively disregarded until my partner intervened. I then asked whether a room with two beds was available. Omar stated that this was not what we had booked. Rather than continue an already uncomfortable interaction, I told him to forget about the request. I subsequently asked Omar for a late checkout. He told me that I would have to wait for the manager. My partner then asked for the same late checkout, and Omar/amar/umar (don't know how to spell his name) granted the request to him. The contrast in treatment was noticeable enough that my partner independently asked me why the front-desk employee seemed to have an issue with me and why he was being accommodating toward him while being unnecessarily rude and dismissive toward me. To summarize, I made reasonable requests related to our reservation and was repeatedly met with resistance or dismissal. My white male partner made the same or substantially similar requests and was accommodated. This occurred without any provocation or inappropriate behavior on my part. I understand that individual requests may be subject to hotel policy and availability. My complaint is not simply that a particular request was initially denied. It is that the same staff member treated two guests associated with the same reservation materially differently within the same interaction, with my partner receiving assistance and accommodations immediately after I was dismissed or denied. The disparate treatment was obvious enough that my partner noticed and commented on it without prompting. Given the pattern of the interaction, get the manager for proper assistance especially towards women and/or POC..

Asked for an upgrade the place is empty! I'm laying in a tiny twin I'm 5,3 it's a baby bed! No…read moreupgrade? We are sister hotels members. These beds are like rocks! We are here one more night tomorrow 8-11 would like a refund for tonight this is horrible!

Does what it says on the tin kind of hotel. Don't expect anything special, it's not a 3/4/5 star…read morehotel, but the convenience of this place is why we recommend friends and family visiting to stay. Whilst I have stayed here myself a few times in the past, it's worth noting a few things; 1. Christmas Day 2018 staff were delightful and very generous to using group - thank you! Free coffees and a few drinks, some chocolate and many smiles. We appreciate you and the happy hour from 4-6! 2. Basic rooms, but when you can pay all upfront and in advance at a rate if £45 including breakfast, in Ealing Broadway, a short trip on the Central Line into London, totally worth it. Amenities can be requested at the front desk, like hairdryer, extra towels etc. 3. The breakfasts aren't bad! And the Lavazza coffee machine is the best - just make sure you don't wait til breakfast is almost up. It may be "unlimited", but they're very quick to clear it away! 4. Great restaurants very nearby, and some great pubs too. A black cab from the train station is about £5 if you don't fancy waiting for an E2 or E8 that stops outside the hotel. 5. The police station is two doors down. If you're a light sleeper, sirens can be heard. But at least the response time would be seconds, right!? One final thing though... The light on the 5th floor (business floor) sensor doesn't actually work until you come all the way down the corridor. Kind of scary when it's night and dark, please fix it!

Stayed here for one night for business as it was about 14 GBP cheaper than Premier Inn across the…read moreroad. Wish I'd listened to my own self-imposed ban on staying at any Travelodge ever again and paid the extra. Things did not start off well as when I arrived, having walked about 15 mins from the Tube in the pouring rain, the self-service kiosk could not find my booking at all and I then had to wait in a queue for 10 minutes to check-in. Reception staff did not offer any explanation as to what the problem was. Room was OK - the reason I'd been suckered into staying was that the Ealing hotel had recently been refurbished with new beds, etc. Pillows were a bit soft and mean. Towels were good. Bathroom was clean but the toilet bowl was stained as if it hadn't been cleaned properly in a while - bit of a turn-off! No hairdryer in room though they gave me a loan of one at reception. There was not a plug near enough a mirror that the hairdryer reached to properly - I had to dry one side of my hair at one plug, and then move to another plug for the other side. A little road testing of rooms and amenities would have highlighted that problem. All in all, a lack of eye for detail. I wouldn't stay here again - I actually stayed at the Premier Inn for next 3 nights and regretted not having stayed there for this extra night, too. That'll teach me to try and save a buck!

I've stayed here a few times when on trips to Farnborough for business…read more The rooms are of a pretty decent standard. The staff, for the most part, are friendly and very helpful. The bar is lively, has 2 large screens for sport/music-videos. Food in the bar is pretty decent. I haven't eaten yet in the restaurant across the foyer. The gym is something that sets this hotel apart from nearly all I've stayed in. It's fantastic! Huge weights & cardio area. Studios for different classes, including pilates & spinning. Large swimming pool, with jacuzzi, sauna & steam room. If you're staying in this hotel, then you don't need to leave once you get inside the door. And for the morning time, there's even a Starbucks in the foyer! What else can you ask for.

No toilet paper in my room. Called housekeeping and no answer. Waited and tried again. No answer…read more As phone shows numbers for a taxi, restaurant, housekeeping and gym only, I then tried their online number from the web. Recordings and then no answer. Can't wait to leave.

This was easily one of the most exceptional hotels I have stayed in. From check in to check out I…read morefound myself feeling right at home. The staff was so incredibly kind, attentive and engaging. The rooms are beautifully curated amd are comfortable and clean. We met the darling resident cat who is a friendly little panther and enjoyed some wonderful conversation with staff during our stay! The building itself has such an interesting history, and the Rookery has done an exquisite job at telling the story of the building and its long passed inhabitants of all walks of life. The way they have dedicated such clear effort and energy to not only preserving but sharing the history of the building is admireable! I will absolutely be staying here again when I find myself back in London. I have only every enjoyed staying on one other hotel as much as I have enjoyed staying here. It is one of the few places that feels worth the price to stay!

A gorgeous Victorian boutique hotel in a central area of London. Both in a quiet area and located…read moreclose to the tube, I was impressed by The Rookery again and again and wish I could have extended my stay! We were not able to check-in early, but the staff happily held our bags and encouraged us to take a seat in one of their many lounging rooms or garden patio. Be aware that there are furry friends on the grounds! Our room seemed a bit more modest compared to other photos I had seen online but was still nothing to be missed! It was gorgeous, including many antiques, and the bathroom was breathtaking too. A little hard since it was an old fashioned claw-foot if you're the kind to shower, but we made it work! Not to mention before checkout, we ordered breakfast to the room and it was quite delicious. They have a menu available way later into the evening as well. If you want a cozy, home-like place to rest where you feel transported in time, this is the place for you! Thank you Rookery for an excellent stay. I'd love to be back on my next visit to London.

They basically stole 1700 pounds. Booked and prepaid for 3 night. Showed up a day late after…read morecalling and telling them we would be a day late. They gave our room away and stuffed us in a closet. Sad! Refused to refund our prepay so we could go to a reasonable hotel. Sleeping two adults to a tiny single bed. Even if everything had gone smoothly honestly this place is a dump. Just back from 2 weeks in Scotland. They know customer service. This is embarrassing!

I'm here to rate both the food and the service, and honestly--10/10. I devoured my vegetarian Full…read moreEnglish, while my friend ordered the salmon Benedict, and both were absolutely delicious. The cappuccino was perfectly bold in all the right ways, and the service truly stood out. Every server was incredibly kind and welcoming, which made the whole experience even better.

Lovely hotel close to Kensington Garden. Upstairs Asian restaurant was very nice. Breakfast…read moreincluded with stay. Pricey but nice

Amazing hotel. The service here was exceptional, the food was amazing, and it's conveniently…read morelocated. Walkable distance to everything! Amazing restaurants surrounding the hotel. Everybody was so friendly here from the valet to the room service . We loved the in room dining as well. So many vegan options. The vegan english breakfast was ordered every day lol. The tea time was amazing. They have a vegan menu as well. We will definitely be back.