4/10 Poor
Cynthia
Travelled with family
25 May 2024
Disliked: Cleanliness, amenities, property conditions & facilities
Booked one night here before flying out of Heathrow in mid May 2024. Very disappointed. The property is in disrepair. Elevator doors that didn't fully open, stained carpet in musty-smelling corridor, holes in carpet in our room, and broken curtain rod. The phone didn't work so had to call the front desk with cell phone, which was a hassle of waiting through recordings.
My daughter and I decided it was not worth changing as it was late and we had an early morning flight. We regretted that decision because in the morning we discovered bed bugs. One bit of smeared blood on the sheet and one live one in the comforter.
When we brought evidence to the front desk, the manager said she couldn't do anything for us because we had booked through Expedia. Then she offered a free breakfast, which we had already paid for in our reservation. We couldn't use it anyway, because although the site details say breakfast is served every day 6:30 to 9:30, on weekends it doesn't start until 7:30. Our cab left at 6:50.
Also, site details in Expedia note an airport shuttle for an extra charge on request. That is false. The only shuttle runs on a set time schedule and visits multiple hotels.
The manager promised someone would get in touch about our experience with the bedbugs, but two weeks later I'm still waiting for anyone to contact me.