"PLEASE READ THIS BEFORE BOOKING — STAY AWAY FROM THIS HOTEL!
I strongly recommend avoiding this hotel. The hotel’s policy and the way they handled my situation were extremely disappointing, and I felt completely unsupported as a guest.
I booked a Business Room with a double bed, and naturally assumed that a room with a double bed would accommodate two people. However, I later discovered that this booking was actually for one person only.
As soon as I realized the problem, I emailed the hotel and politely asked if they could cancel my booking free of charge, so that I could rebook the correct room for two people. The hotel did not respond.
I then contacted Trip.com for assistance. Trip.com contacted the hotel and submitted a cancellation/refund request on my behalf, but the hotel simply ignored the request.
What makes this situation even more frustrating is that my check-in date is October 3, 2026, and I raised this issue in August 2026 — approximately TWO MONTHS before my check-in date. I was not asking for a last-minute cancellation or making a request on the day of arrival. I contacted the hotel well in advance, giving them plenty of time to find a reasonable solution and resell the room if necessary.
I even asked a friend who is living in London to call the hotel directly to negotiate. I offered several reasonable options: either allow me to cancel the single-occupancy booking and rebook a double-occupancy room, or simply allow my husband to stay with me and I would pay the additional fee for the second guest. Unfortunately, the hotel refused to help with either option.
My husband and I were travelling to London to celebrate our 2nd wedding anniversary. We had been saving money for this trip for a long time. Because the hotel refused to provide any reasonable solution, I am now being forced to keep a room that only allows one person — meaning my own husband would have nowhere to stay. We cannot afford to pay for another room while also keeping the original booking.
What is most disappointing is not simply the booking policy, but the hotel’s complete lack of flexibility, communication and customer support. I made a genuine mistake and tried repeatedly to resolve it reasonably, even offering to pay extra.
Instead, despite contacting them two full months before the check-in date, the hotel refused to make any accommodation or offer any practical solution.
This experience has left me feeling that the hotel cares more about keeping the money than helping its customers.
Think very carefully before booking this hotel, especially if you are travelling as a couple or from overseas. I would not recommend this hotel based on my experience."
