The Tower

Had a good 3 night stay until the final morning. We had planned to check out at 11am and enjoy a coffee using their voucher scheme for not using housekeeping on one night of our stay. However, despite us not having housekeeping and hanging the required green card on our door the hotel refused to give us the voucher at the end of our stay because the Do NotDisturb sign was also lit. Finished our holiday feeling like we’d dealt with an insurance company trying to avoid a genuine payment.

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.

My husband and i went and stayed at this hotel to celebrate our 30th wedding anniversary.From the moment we checked in to when we left the staff were friendly and welcoming.Breakfast was a choice of lots of things like: pancakes,cooked breakfasts,toast and cereal along with hot drinks with everything being fresh and the staff welcoming.The room we had was great,right by the river and the bridge and we saw the bridge being opended to let boats through.It was a memory we wont forget in a hurry.We will most probably be back in the near future with our family.