The reason we booked this hotel was purely based on location and price. However, after staying one of two nights in this establishment I would NEVER return to this hotel. We arrived at 9 am yesterday, aware that we would not be able to check into our room until 2pm my partner had telephoned earlier asking if we could leave out luggage in the hotel until our room was ready so we didn't have to carry it around with us for the next 4 hours. He was told this would be fine but that there would be a £1 charge for doing so. Neither of us had a problem with this as we assumed our bags would be put in a store room or at least a cupboard. Upon arriving we discovered this was not the case. "Just put your bags by that sofa" the receptionist told us. I enquired as to when they would be taken away and was met with a baffled expression. She informed me that the £1 charge was the fee for her to secure our bags, yet the bags were to be left in the lobby for four hours? Ironically my partner noticed a sign as we were leaving the hotel stating that bags were not be left unattended. Eventually she accepted my partners suggestion of putting out luggage behind the reception counter.
We left the hotel, went about put business and returned to check into our room around 2:30 pm. We were given our luggage from behind the counter and our room key card. My partner was asked to put down a £5 deposit for the key card. The explaination for this was that many people leave the hotel without returning their key card, surely it would be more acceptable to inform customers that unless they return the key they will be charged a late check out fee? It is not uncommon in many hotels, that you are required to hand over the key upon checking out. After taking a very crampt lift ride up to our floor we discovered that the key card did not I fact work! My partner returned to the reception and was informed the hotel had been having issues with keys not working properly since the clocks went forward. A member of staff accompanied him back to our room with a number of keys, after eventually finding one that worked we were able to get into our room.
The room was small, and not very clean. It had a large sash window that didn't close properly. The bathroom was also small but clean, the shower cubicle was a lovely big corner shower. After unpacking our things we then left the hotel, returning at around 10pm to discover there was no hot water in the bathroom. We put this down to the fact that it was late and perhaps the hot water tank was empty.
We got up the following morning around 9am, I discovered that the shower didn't work, after telephoning the reception we were instructed to let the sink run for 2 minutes before using the shower (why didn't we think of that!!??). After trying this the shower did work but there was no hot water. Reception sent someone up to investigate the matter who then told us that they would give us another room to shower in but we would not be able to change rooms as they were fully booked. We were advised to wait 10 minutes for a phone call with regards to our temporary room. After half an hour my partner spoke to a male member of staff who informed us that there was no hot water in the hotel and we would not be able to shower until 4pm. After asking for a refund (as we had paid in advance) we were told that the manager could only authorise such matters and he/she was not available as they didn't work on Sundays and they didn't have a deputy manager either. So, I write this review as my partner is out trying to find us another hotel to stay in as we can not possibly sleep another night in this disgraceful establishment. No hot water, no competence, no managers. This place should be shut down!
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- Also Known As:
- 1 Lexham Gardens London
- 1 Lexham Gardens Hotel London