Customer service leaves much to be desired - be careful of booking family rooms - Afternoon Tea at The Parlour - Great Scotland Yard Hotel London - Buy Reservations
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🤢 2/5 - Customer service leaves much to be desired - be careful of booking family rooms
By 👻 @Eric B, 03/22/2023 3:00 am
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We checked in at 1230 am after a long day of travel. We thought that we had booked three rooms, two connected and one separate. Upon check in we were told that we had actually booked two sets of connected rooms (vs two connected rooms) and that the rooms were non-refundable. We said fine (we were very tired), just give us the keys to all of the rooms so we can spread out and use them. We were given three sets of keys. When we opened the rooms we were only given keys to three single rooms, not the five rooms we had paid for. I went back to the desk and was told that we had been given all of the keys that we had paid for. We were very tired so we just took the rooms we had and went to sleep. The next day when we called the front desk to sort it out, they kept insisting they couldn't issue a refund on the second family room, when we had never asked for a refund, just an explanation of why were weren't given the keys that we had paid for. The hotel seems very focused on not losing the revenue from the extra room and didn't seem to care at all that they hadn't provided the keys that had been paid for. There were many chances for the hotel to avoid this, including actually providing the correct keys (either the first time or when we asked again), when we complained to simply offer some consideration, and when we finally complained to the manager to stop insisiting that they wouldn't provide a refund and acknowledge that they made a mistake by not giving us all of our keys. On a somewhat related note, the rooms are tiny. I recommend the Rosewood hotel or any of the other 5-star hotels in London over this hotel.
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