1) We got the wrong room type. 2) One duvet was missing - when delivered, upon my second request, they delivered the duvet and the bedding separately and I had to put it on myself. 3) the bathroom hadn’t been cleaned when we arrived - the toilet was visibly dirty. 4) I had to call twice with 3 hours inbetween before they came to clean it. 5) the housekeeper who came to clean the toilet decided the whole room was too dirty - with which I agreed. He said they would come the next day at 11 to deep clean. 6) when we came back at 16 the next day, no one had been there, not even for a regular cleaning. 7) we eventually moved to another room. 8) the new room was on the first floor. The only window in the room was directly facing the restaurant so we had to keep the curtains closed all the time. Photo of our room view attached. 9). The first morning we had to wait in line for breakfast for 20 minutes. The food was not good either and the wait for the coffee machine was over 10 minutes. The second morning we skipped our prepaid breakfast due to the circumstances of wait times and food quality.
We received a handwritten apology and a basket of apples and a banana, but the whole experience was so poor for a £300/night hotel experience.
We’ve also stayed at the Park Plaza Westminster which is just across the street - a cheaper option, but way better in every aspect.