The worst service ever
30/08/2015 Sumayya H, Preston, United Kingdom
So we regularly visit London as a getaway trip and are aware of some good hotels at a good rate around London. However, we booked this hotel for the first time as it was at a reasonable price and clos... more
So we regularly visit London as a getaway trip and are aware of some good hotels at a good rate around London. However, we booked this hotel for the first time as it was at a reasonable price and close to central but it was the worst mistake. We received an email to say the booking was confirmed and so turned up travelling for 5 hours from up north. At reception the lady called Alisha advised she cannot find our booking and there was nothing she could do as the hotel was full. She said the payment for pre authorisation did not go through and so had to release the room WITHOUT notifying us. We had nowhere to go at 11pm trusting the hotel!! They said they emailed us but somehow we didn't receive any correspondence!!! So unhelpful and unwilling to offer us nothing. Left lumbered we searched for a hotel through our phone and left. The worst thing about this was there was another man who had the exact same problem at the same time as us who was left to stay in the 2* hotel opposite this one. We were gutted, tired and was a huge inconvenience! Any advice from me check with them on the day of check in to make sure they have your room.. Or better yet don't book at all atrocious service! less
Mandar D, Manager at BEST WESTERN PLUS Park Grand London Heathrow, responded to this review
Dear Valued Guest
Thank you for taking the time to leave feedback following your stay at Park Grand London Heathrow.
We are disappointed to read that you felt your visit with us was less than satisfactory and we would most appreciate the opportunity to discuss the matter further.
We would be grateful if could you contact us on the email below so that we may have the opportunity to discuss further and perhaps we can tempt you back to Park Grand London Heathrow and show you just how fabulous our staff are.
With kindest regards