"Had a very strange experience at this hotel. I booked a 2 bedroom suite. We arrived late morning after flying overnight from Canada. To our delight, "our room" was ready, but 'only one of them'. After being up all night I likely didn't process that something was off until we got in to the room. We arrive to our adjoining rooms (only one ready) and were told the other would be ready in 30 mins. The front desk called our room no less than 5 times, to tell us different times when our second room would be ready, 30 mins, 60 mins, 30 mins.... When it was finally ready, they arrived to our room with the keys. However, the adjoining door wouldn't open..?
This is when I asked the girl who checked us in (same girl who is now in our room with the keys to second room), if this was indeed the room booked? She said no, the room we booked had a MAJOR maintenance issue. I said ok, that can happen, but why didn't you explain this when I checked in? Something was really off here, you could just sense it.
A few minutes later, she called (again!!) and said that the MAJOR maintenance issue was now resolved?? (some major!) We end up moving to the room we actually booked.
The next morning, she was working the front desk again, I asked her what the maintenance issue was (because it was so hot in one of the bedrooms we couldn't sleep and the temp would not turn down). She tells me all of the TVs were replaced...??? I don't know, doesn't seem like a MAJOR maintenance issue with the room, or something you just couldn't explain? Also, the TVs in that room were definitely not new.
I am still unsure what was going on, or why we weren't just told our room wasn't ready yet as we were checking in early). It was just an incredibly strange experience that started our stay off on the wrong foot.
Now, I know the response from management to this review will be that they offered me Marriott points to offset these troubles. That is true, but the distrust that was felt on check in was something that didn't sit right with me and Marriott points are not going to fix that.
The breakfast was good, many options. Very crowded and tight space. Coffee was awful.
Location was excellent for the price, and an easy walk to the London Bridge train station, Tower Bridge, Borough Market.
Rooms do not look as nice as the pictures but were fine, beds were just ok.
Overall, price point was good for what we got, except for the very weird situation at check in. If you stay, make sure you get the room you paid for.. still trying to figure out why we were repeatedly lied to!"
