Town Hall Hotel & Apartments

"After discovering the bookings were non-refundable, I tried the following: 1️⃣ Contacted Marriott customer service immediately to request assistance with cancellation 2️⃣ Sent a direct email to the hotel asking for cancellation 3️⃣ Asked a local friend in London to call the hotel front desk to confirm The front desk explicitly stated: Both rooms are non-refundable! I accepted this and, as required, updated the details of one room to my colleague’s information. Here’s the key issue ‼️ The hotel then sent a confirmation email clearly stating that both rooms were confirmed and non-refundable! I double-checked this information and even discussed invoice details, providing my company’s information. To be thorough, I also confirmed with Marriott directly that the bookings were all in order. Then, just before my departure, I suddenly received an email from the hotel: One room had been canceled free of charge, while the other would not be refunded if canceled! I immediately asked my friend to call the hotel again. The front desk responded rudely, stating: ⚠️ The canceled room could not be reinstated ⚠️ They had canceled one room without any request from me ⚠️ They completely ignored the previous confirmation email they had sent How could they cancel one room from the same booking without notifying me?? What followed was even more appalling: 📧 The booking center staff went completely silent 👨💼 The General Manager I contacted was polite but shifted responsibility 💸 They claimed that "refunding one room was an act of goodwill" (even though my request was always for both rooms to be refunded or both to be honored) ❓ They even questioned why I wouldn’t stay in the other room! I have to ask: After such chaotic management and communication, how could I possibly stay at this hotel?! As a traveler on a long-distance business trip, this kind of treatment is truly unacceptable!"

"Location does not have a great deal in the surrounding area, so eat before you arrive. Atmosphere of hotel was pleasant, room was very nice, but unfortunately no hot water at all, or WIFI, as i checked in after a long days work and was undressed before i discovered either, it was simply too stressful to move rooms..!! Which in fairness wasn't offered until the morning anyway. these thing should surly be noticed by house keeping, pre your arrival. Value, as i had no hot water and no wifi, and the location, i really think at £330... per night there are much better alternatives, in better locations. Absolutely no complaints about cleanliness, lines were all lovely, it was nice and quiet even on the ground floor. I didn't have cause for use of amenities or service."

"Just returned from a 2 night stay. Overall a big disappointment. Booked a superior room at a high price point £335 including breakfast. Arrived at 5pm on the first day to an ok welcome but no assistance with luggage no advice as to where room was, facilities or help with car parking. Found the room myself on the first floor which was spacious rather decrepit in places Door hanging off the fridge and no hot water later when I wanted a bath. Sheets were good , room very clean, bed base had seen a lot of action and creaked. Hot water was intermittent during my stay and I was told at check out ‘it was an old building!” When I asked for the additional service charge to be taken off my bill. Room not made up when I hung a request on the door at 9am and returned at 3.30 to find housekeeping in there then when I needed a rest. Breakfast was moderate and prescriptive with little choice. Pool was full of screaming children ( without special swimming times) and not the relaxing haven it was portrayed as in the hotel info . This hotel does not live up to its claims to be a luxury venue. Would definitely not recommend."