"Rude and Patronizing Customer Service Experience - Along with Deficient Services.
If you thinking of staying at the Grand Royal Hyde Park, you need to read this review. Having stayed there recently for 5 days, here is what I experienced.
The Good
- The Edwardian Style Lobby and stairwell area are very beautiful and the breakfast every morning of my 5 day stay on the second floor eating area was very always very good and fresh.
The Bad
- The food area has no air-condition. Upon first arrival I found my myself in a standard room chosen by my Tour operator. Where I come from these rooms are no bigger than a small walk in closet. My room had no chair, and one little 12" x 12" side table. Your airport check bag you unpack pretty much covered the full small bed. Therefore, having to leave it on the floor if wanting to sleep in the bed that you could really only walk around one side and the barely the end of. Having discovered no cold water to temper the hot water during the heat wave in the sink, tub, and shower Hot on both sides) I was instructed to leave it running for (15 minutes) though cold water never came so no shower re just hot water.
After going to the hotel front desk to nicely discuss this and see if there was a bigger room I was willing to pay extra for of course, I was immediately engage by a lady at the desk with an accent who was extremely condescending and interrupted me before I could finish any full sentence (Very aggravating and rude). After speaking with a manager to explain my plight, he conveyed (Kindly) that he would move me to a new room and try to get me in a bigger one over my 5 day stay. The room I was transferred to was no bigger and also had no hot water and the air conditioning broke down. Finally I was put in a room it was still extremely small but at least it had a chair and cold water to shower with (Three days in). Though he conveyed he would try to find me a lager room that I was willing to pay for I never heard again from the Manager for a bigger room.
The very Bad!...
- Almost every day I had to step over or ask the cleaners to please let me through in the hotel hallways sitting on the floors and sometimes with their legs blocking the way of the small corridors and also sometimes congregating on the floors in groups in the stairwells. (unacceptable).
After checking out and arriving at my next destination, I realized after one of the last room moves to one with cold running water and moving there so quickly, I had left an expensive and dark rain jacket in the closet I didn't see and the cleaner was standing outside anxiously waiting to clean it so I was moving quickly.
Finally when realizing the missing jacket and calling in for the jacket perhaps being turned in by that cleaner or staff, to my regret and misfortune the call was answered at the front desk by that same lady with the accent whom again, was extremely condescending and patronizing, and asking me to explain if I new I had left it there... why didn't I go and get it!.. It took all my patience to remain calm and explain that I didn't realize it until after leaving the hotel and during a heat wave and good weather and that I hadn't checked or thought about it. She then proceeded to abruptly and rudely convey they didn't have it.
As a professional and a having salary at this point in my life well over 6 figures, I have stayed in quite a few very nice hotels. This is by far one of my worst hotel experiences I ever have had and the lady with the accent at the front desk is by far... the rudest most patronizing and bad customer service employee I have ever had to deal with!.. How she remains in this position there is beyond me?
Note: Other front desk employees were nice and tried to be accommodating.
Think twice before staying at the Grand Royal Park Hotel in London."
