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 ... more
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