Inhabit Queen’s Garden

"THE WORST OF THE WORST, STAY AWAY! Appalling attitude from front desk and dirty room (toilet still with Poo!), hotel staffs think that's normal!!! Unbelievable!! 1: Front desk staff (a Portuguese guy who claims he is the duty manager and refuse to give name) makes everything personal: at the beginning giving compliment saying "you are beautiful", or " I give you upgrade because I like you" etc when giving me upgrade to a higher category room which already made me doubt his professionalism (I am Marriott Titanium member eligible for upgrade and late check out), then I told him I need late check out because of my late flight. He started to abuse power by giving me 1PM then threatened me not giving me any late check out or not giving me any upgrade anymore because I asked for 2PM. I asked for the manager and his name, he said " I am the manager and I won't give you my name". I instantly felt pity for this man that he tried above and beyond to demonstrate his "power" in that situation. Then I said the Marriot rule is that i can have late check out till 4PM and it is confirmed that check out day is not busy, he refused to acknowledge this rule until I show him the policy written in Marriot App. His attitude showed that he was abusing his little power and tried to show he is the man who has the floor which is unprofessional and stupid as a staff working in the hospitality industry. 2: After I checked in, with all this attitudes from the front desk, I found astonishingly that the room is dirty-- toilet panel is broken, the loo itself was filled with poo (can see from the picture that it has been still for a while). I called for staff to clean the toilet, no one followed up. Then I went to front desk again, that same guy claiming that no night shift for house keeping hence there is nothing they can do. And he made this my fault by saying" I showed you two other rooms but you chose this one..." can you believe this? This guy is lacking basic logic or ability of reasoning the root cause of selling a dirty room to clients and use victim fallacy in this scenario! I challenged directly about his fit for his role because until the last moment I haven't received any word like " sorry" or "apologies for the inconvenience"! This kind of front desk staff as "duty manager" and the fact of dirty room sold to customer says a lot about this hotel's management team. I canceled that booking and immediately book another Hotel Miiro Templeton Garden via Marriot Bonvoy app. Another cooperation brand under Marriot and they completely saved my day -- upgrade without me asking, and late check out at 4PM! Hence, STAY AWAY !! And I will suggest Marriott not collaborating with this hotel anymore."

"Be careful when booking your room at this well located, stylish hotel. We booked a Super Roomy room with a super king bed and were shocked at the room we were given when we arrived. Super Roomy, in short, isn't. The room we were allocated was in the basement. The bed took up almost all of the floor space with little room for the two of us to walk around, nor was there any room for our luggage. The bathroom was tiny. There was a window but the glass was frosted over because we were told, there was no view, and this made the room very dark. We felt like we had been had, completely deceived. We contacted reception to request another room and were told all Super Roomy rooms were booked. The only available rooms for our stay were the Queen's Suite rooms, and that a complimentary upgrade was not available, even though three of this type were open, because it is considered a different category room. The dungeon room was so miserable that we decided to pay the extra so that we could have a comfortable stay. Note that one of the reasons we chose Super Roomy with a super king was due to my husband's height of 6'4" and the Super Roomy was bad enough that he did not care about the smaller bed size. We did check again with the Duty Manager upon checking out to see if, as Marriott Bonvoy members, a percentage discount or something could be extended to us for the awful start at this hotel, but we were disappointed to hear that the manager denied our request. All the above said, the Queen's Suite that we were moved to was fantastic. It was airy and spacious, wonderfully quiet (as advertised), with a large bathroom, room for our luggage and to move around. The mattresses and pillows are firm and comfortable, and if you need it, they even supply weighted blankets which is a very nice touch. Everything about the room was great. The staff was quick to assist with anything we needed. We also highly recommend Yeotown. The food, juices, and coffees are fantastic, and the staff is kind. All in all, we had a wonderful stay once the room situation was sorted out. I have a feeling we are not the only visitors who have run across this surprising room situation upon checking in. For whatever reason, it seems the largest beds have been placed in the smallest rooms, and the smaller beds in the larger rooms. If you travel light, and like a smaller, darker room, you will be fine. However, if you have more than a little luggage with you and are looking for the lovely rooms that are pictured on the website and called Super Roomy, I recommend contacting the hotel directly to make sure you book and lock in a room that you will be happy with so that you are not faced with what were handed upon arrival. Inhabit should be more up front about the Super Roomy accommodations on the website. Of course, to avoid any shock, just book a Queen's Suite, it's worth it."

"The Worst Hotel Experience I Have Ever Had – Unfriendly, Unprofessional and Unsafe I have never stayed at a hotel that was so unfriendly, rude and made us feel so unsafe. Firstly, we were woken up in the middle of the night by a loud beeping alarm system in our room. We called reception, and we were told that they would reset the system. The following morning, we were assured that the problem would be fixed. However, nothing was done, and we were woken up again the following night by the same loud alarm. We also discovered that the alarm system does not alert reception when it goes off. This means that an alarm can sound continuously inside a guest’s room in the middle of the night without hotel staff even being aware of it. We found this extremely concerning and felt that the hotel was being seriously negligent when it came to guest safety. When we requested compensation for the room, we were met with rude and dismissive behaviour. The hotel manager was apparently too busy to deal with us properly, which only added to our feeling that our concerns were not being taken seriously. Throughout the entire situation, no member of staff offered a genuine apology or showed any warmth or courtesy. The attitude we encountered was rude, arrogant and completely unprofessional. We were eventually promised a 20% refund on the room rate. However, we never received it. We had to leave the hotel before the matter could be resolved, as we had pre-booked museum tickets and wanted to enjoy our planned day in London. We asked to settle the matter by email, especially as we were leaving for home the following morning. Unfortunately, as we had come to expect from this hotel, our subsequent emails have gone unanswered. Three weeks after returning home, we have still received neither a response nor the promised refund. I have never experienced such appalling treatment from a business. The combination of a repeatedly malfunctioning alarm system, a lack of concern for guest safety, extremely poor customer service and a promised refund that was never paid is simply unacceptable. I would absolutely not recommend this hotel. In particular, if you value your safety and expect to be treated with basic courtesy and respect, I strongly advise you to look elsewhere."