Best Western Mornington Hotel

Staff were very helpful and accomodating. Especially Alexandra (possibly Assistant Manager, I think.). Our room was nice and housekeeping was good. Late drinks available at the bar. Breakfast was fine. Air Con worked well in a heatwave. We had help booking taxis and leaving baggage on leaving day. Location was convenient for easy travel. I thought it was good value for the location at Hyde Park next to Lancaster Gate underground, bus route, passing cabs. It did what it says on the tin! What more do you need at that price. Thanks for the stay. less

We had booked, & paid for this hotel, in March 2022, we arrived at the end of June to a row in the lobby, we approached the reception & we were told our room had been double booked. The couple having the row, said another 6 people had been told the same. They eventually find us another room, in another hotel, it took over an hour for the staff member to find it. The room had broken air conditioning, weeds growing around inside dirty windows, there was a kettle but no cup, tea, coffee or anything to actually make a drink, toilet letting by all the time. Due to the mess up, we were very late for a 'very expensive' hospitality event, & had no time to complain. after a very hot night, a knock on the door at 8.30am, asking us when we were leaving!' We had breakfast which was awful, scrambled eggs had all stuck to the bottom, rubbery bacon, tastless sausages, & baked beans. As we left, they asked us to pay for it even though we had already paid for breakfast to be included at The Mornington. We were told ' as a gesture of goodwill' they wouldn't charge us. It was appalling. we regularly stay in London, and have never had such a terrible customer service experience, or stayed in such a sub standard room. We have given Best Western Mornington, the chance to make this right, they have offered us a 50% discount off our next stay with them. Rest assured, we would never stay with them again. Best Western Customer Services said it is down to individual hotels to deal with complaints less

Staff were very casual - both their manner and their dress. No uniforms which was very unusual. There were also times when no staff were available at either the reception or the bar. On arrival we were told there was no room for us and that they were moving us to another hotel 20 minutes away! As we already had family staying in the hotel with whom we were spending the weekend, they "found" us a room. No ice at the bar, no air con in large parts of the hotel, no Baileys at the bar, no receipt possible from the credit card machine. Just shabby. Amongst other items that I ordered at the bar I asked for a Coke. I was just given a can of coke - no glass, no nothing, just a can! Poor. Positives - room was clean with comfy bed and good shower. Decent breakfast and good location. less

I was a little concerned about some of the comments from other travelers, but our stay was excellent. The staff are very friendly and helpful, we had no problems at check in, the location is excellent and the breakfast is very good. The room is not big, but ok. In short, nothing to complain about and excellent value for money. less

Rude staff and false promises- air conditioning does not work and they will try to get you to another hotel sight unseen. After a very long day of international travel in a historic heat wave, I had to move to another hotel. Book at your peril. less