Best Western Plus Vauxhall Hotel

When we arrived we were greeted by Eliza who was very welcoming and answered any questions we had. We came to our room.which was clean and cosy and were very happy with it. If you are in the area definitely recommend staying here :) less

We stayed here for two nights around Wimbledon, as Vauxhall station is direct to Wimbledon. The rooms were quite small, however incredibly well appointed and looked to be almost brand new. It was very cosy and we were both incredibly happy with our rooms. They ever offered a small smart phone for tourists to use in the city to help them get around, I think it was free. The food options here were very limited though, which was a shame as it would have finished this hotel perfectly. less

Room initially booked through Booking.com at £32. This was then cancelled as told it was a mistake. Offered a windowless room for half price- but this was £110 but only £170 on website. The bed was a small double and no hot water for a shower and breakfast poor - old fruit, scrambled egg and cheapest of bread. When the lack of hot water was reported to the manager (along with 2 other guests) he was argumentative and somewhat aggressive and no compensation offered to anyone. The cleaner reported the boiler was on the blink, so this was not a new problem. This hotel does serious damage to the reputation of Best Western Hotels. less

The hotel itself was impeccably clean. We paid £126 for a time room with slanted wall that I had to bend down to get into bed. If the room was bigger for cheaper there would be no complaint. We had a tiny window near the ceiling that we had to get on a chair to open. less

We booked and paid for a room 3 months ago (as a birthday treat) through Hotels.com and received confirmation. On arrival at the hotel we were told that our booking had been cancelled (by the hotel) due to a pricing error, we had not been informed of this nor received a refund. The hotel accepted no responsibility and told us to go back to Hotels.com. Hotels.com were incredibly helpful, they had no record of the booking being cancelled and spoke to the receptionist who informed them that the booking had been cancelled by the hotel. We had a dinner booking (which we were late for) followed by the theatre, Hotels.com kept us updated all evening as they were trying to find us alternative accommodation in the same area, unfortunately we were unable to answer several calls from them as we were in the theatre at the time. In the end we made the decision to take the train home. On the train we received an email from Hotels.com to say that Best Western had found us alternative accommodation in the hotel near them at no extra charge. By this time it was too late as we were going home, Best Western should have taken responsibility and sorted this at 4.30 pm when we tried to check in not at 10pm at night! We had to take our luggage to the theatre (uncomfortable) had to cancel our plans for the next day. I cannot fault the service from Hotels.com however, despite an email to the CEO of Best Western, I have still not received a response, another example of their poor customer service! less