We have stayed at the Mornington Hyde Park on numerous occasions in the last 5 years for easy access to Hyde Park, on this occasion the BST festival.
Friday 24th June
The check in was chaotic, lots of groups waiting to check in and rooms not readily available. We were told the room we had booked wouldn’t be ready until 6:30 at least, but we could have a smaller room. We were given complimentary drinks for our inconvenience, as were everyone in the bar, this issue was throughout the afternoon and evening, we heard the same story of rooms not being ready and that there were errors in their reservation systems by many.
The next issue was previously I had booked an additional night at the Mornington by ringing direct, to add on Sunday 26th. I spoke to Antonio who I explained to that I was stopping the Sat and Sunday and would like to add on an additional night. I confirmed that we wouldn’t have to swap rooms, he said he could see my reservation that we would be able to stay in the same room. I then had a link sent over by email to pay I once again confirmed no moving rooms on email. (The reason for no changing rooms was it was our wedding anniversary and we had reservations etc…so didn’t want to mess about).
I’m at reception and there is no reservation for the Sunday it’s at their Victoria hotel. I had no idea there was another hotel and I accept that is my mistake, however you can see my confusion when it’s been confirmed they can see my reservation and there were no issues. I am then told they will book us in on the Sunday in Hyde Park. They then contact us to say they cannot. But they will arrange a late check out early check in so no issues.
The next issue. That night, we came back from the concert to find the bedding that had been put on was very damp, almost wet, I put a towel over and went to sleep I’d had enough at this point.
Sat 25th June
Breakfast was aptly describe by others as the “hunger games”. Again chaos! Not enough food, tables full, enough staff but no organisation. Many walked out opting to get refunds!
Sunday morning we check out at 12, we were told told that at the Victoria we could check in early so no issues. We arrive at the Victoria Mornington to be told that the room wasn’t ready come back in 2 hours.
Nearly 2 hours later we came back and it was ready. We then were put in a tiny basement room not the Suite upgrade as promised, or again the executive that we’d paid for.
This was a trip for our wedding anniversary - it really wasn’t great!
I have spoken to the manager Byron Wilson tonight who asked me “how would I like him to resolve the issue…..” Make no mistake he was disinterested, uncaring and tbh fully aware of the issues and couldn’t care less. I have asked for the difference in room price and my taxi fare. This was a small gesture, and to be honest the way someone resolves a problem will always determine my final feelings on somewhere. He said I could have the difference in room price £5? (How that is the case I don’t know- or care) and he wouldn’t pay the taxi. He asked me if there was anything else? There was, the most basic fundamental thing that could have helped that was failed to be done by most was “we’re sorry”.
The hotel didn’t have the excuse of no staff, it had the issue of poor management and lack of leadership. Leadership comes from the top and now I understand why there are issues.
I wont be returning, I would seriously suggest others think twice. less