The hotel is in a fantastic location right next to the Tower of London, but unfortunately my experience was heavily impacted by a fire on the first morning of my stay. While I fully understand that fires happen and safety must come first, the communication from staff throughout the incident was extremely poor.
Guests were left outside for around 40 minutes with no updates, many of us standing in bare feet and pyjamas. We were then told to follow a staff member to another hotel, which resulted in a 40 minute walk because the staff member led us to the wrong hotel. When we finally arrived, there was no food or drink offered, no information, and staff avoided speaking to guests—turning away or putting their heads down whenever anyone approached. Eventually, when we decided to leave, a staff member casually informed us that we could now return to the original hotel.
No apology was given, and no note or acknowledgement was left in the room later that day. We also missed breakfast and received no refund or compensation.
In addition, our rooms (905 & 907) were very dated and in poor condition, we had no hot water during our stay, the showers didn’t work, and despite reporting it, the issue was never fixed. To add to this, the room was not serviced during our stay.
The fire itself is not my issue, but the lack of communication, organisation, and customer service throughout the incident—and the unresolved maintenance and housekeeping problems—made the experience extremely disappointing.
