London House Hotel

"Upon checkout, I requested a folio/receipt for my stay. The front desk staff refused, stating "you paid Expedia, not us." As an established guest practice, hotels provide a physical record of the stay, especially given that I signed a strict agreement at check-in regarding potential fines and provided my credit card for incidental charges. When I requested to speak with a manager, a staff member named Diana stated she was the manager, but her demeanor was unprofessional and unnecessarily argumentative over a standard customer request. Furthermore, my stay was impacted by several facility issues: In-room defect: Both USB charging ports in the room were out of order. Misleading location claims: The hotel is located further from central London landmarks (Buckingham Palace, London Eye) than represented. The advertised front garden was locked on multiple occasions during reasonable hours (e.g., 09:00 and 18:00), making it virtually inaccessible The room lacks adequate soundproofing. I could easily hear footsteps and movement from the floor above"

"My mum and I flew nine hours from Canada, booked through Expedia (Gold member, ~$400 CAD), hoping to enjoy a relaxing stay near Hyde Park. Instead, we got a masterclass in how not to run a hotel. Room #1: Cracked sink, cracked shower, stained carpets and walls, nothing like the staged photos online. Even the coffee cream in the room was spoiled. Room #2: Reeked of mustiness. Unusable. By this point, nearly an hour had passed just waiting for someone to move us, exhausting after a long-haul flight. When I asked the front desk for a refund or a clean room, I was met with rudeness from Manuela at the front desk, while the general manager refused to come out and speak with me despite multiple requests. The one bright spot: Ana, the housekeeping manager, was fantastic. She personally found us a workable third room, brought extra blankets, and checked in on us throughout our stay. She deserves a promotion, and frankly, better management to work under. Bottom line: Great location, poor upkeep, and customer service that needs a serious overhaul. Management: give your guests the respect they’re paying for, and recognize the staff (like Ana) who actually earn it."

"Lovely clean, quiet hotel. Staff were very friendly and breakfast was lovely. I can’t believe what good value it was. So close to Kensington Gardens and Museum. I’ll definitely book again. The icing on the cake was that it was one stop on the tube to Paddington station to go home, very convenient."