Europe Winery Accommodation

Dear Hotel Management, I am writing to express my disappointment regarding the handling of my recent booking and cancellation request at your hotel, where I have stayed regularly for the past 15 years whenever visiting London. After the Middle East conflict began, my flights were cancelled and I contacted the hotel requesting cancellation of a booking, but I never received any response. Recently, I again chose your hotel for a one-night stay. Due to flight delays, I arrived at 6 am and appreciated the late checkout extended until 5 pm. After my London–Rome flight was cancelled, the airline initially rebooked me two days later, so I extended my hotel stay for 3 nights through Expedia at a cost of about AUD $1600. Only 30 minutes later, the airline advised I could depart the same day. I immediately spoke with reception and was told the booking could be cancelled, and I was given a cancellation number so Expedia could process the refund. However, when Expedia contacted the hotel, the cancellation was rejected. Expedia is now asking me for the receptionist’s full name and role, which I find unreasonable. Guests should be able to trust information provided by hotel staff. This situation has seriously damaged my trust in the hotel. After 15 years as a loyal guest, I feel this matter has been handled unfairly and I respectfully ask management to review and resolve it fairly.

Breakfast buffet was great, room was a bit small but perfect for solo traveler. Location was perfect ! Nightlife is literally walkable ! Theatres are walkable! Restaurants are walkable! Hotel is super clean , nice cute gym! Would definitely recommend!

N/A

Great location half a block from Trafalgar Square. Close to food options and transporation. Friendly helpful staff

Clean room and staff was very helpful from the front desk check in and the am cleaning gentleman that helped my wife, child, and luggage out the door thank you.

Stunning hotel and spa but I feel the rooms do let it down and don’t match at all. Breakfast was incredible but expensive. Sadly only got offered 50% off an upgrade when the hotel was empty. Glass table in room was very scratched and decor just boring if I’m honest. Bathroom - shower door didn’t go to the floor so made bathroom floor very wet and dangerous. Shower was okay and toiletries felt watered down. Staff were as helpful as they could have been. Allowed to drop bags off outside hotel but nearest NCP is £33 for 24 hours. Was very lucky to find a space on the road next to hotel but only 5 spaces. Card for the room stopped working twice also.