Disappointing end to a day out in London!
16/07/2016 justjenn0, London, United Kingdom
We had booked the Kensington Olympia based on reviews online - £130 for a standard double. It was an important and busy Graduation day and we were looking forward to getting to our hotel to unwind. Ho... more
We had booked the Kensington Olympia based on reviews online - £130 for a standard double. It was an important and busy Graduation day and we were looking forward to getting to our hotel to unwind. However, when we arrived we were greeted by a less than friendly receptionist saying "are you sure you have the right hotel?!". Of course we did!! He denied all knowledge of our booking and tried to claim that we had not made a reservation. I showed him the multiple emails and booking reference numbers from the company. After 10 minutes he finally acknowledged that we had made a reservation but the hotel had not entered it onto their booking system from the 3rd party company we had used. He then proceeded to tell us the hotel was full and there was no room for us. Obviously at 11pm at night at the end of a special day this is not acceptable. More time passed whilst he contacted his manager who told him to give us one room they had left which had been set aside for a transfer from another hotel. He advised us that we could have this room and proceeded to tell us how lucky we were and he had given us a luxury junior suit. Ok- we thought- this makes up for it....until we got to the room! It was tiny- a small double bed and definitely not a suit. There were scaffolding and building works outside and the room smelt of bad damp. As if this wasn't bad enough, insultingly the cost of this room on the bill we received was £110 per night- £20 less than I had paid for a standard double. In the morning we were looking forward to a good breakfast but sadly were greeted by stale croissants and bread, limited choice. We would never stay here again based on our experience on this occasion! less
LIMLondon, Manager at BEST WESTERN Seraphine Kensington Olympia Hotel, responded to this review
We are very sorry if you did not have good experience at our hotel this time. Please note most of our booking come straight into our system and we don't have to put them manually. Your booking it did not come as there was fault between your agent and our room channel manager.
Our reception team have tried to do what they could based on the information they have had at that time. They did actually upgrade you to a bigger room for no extra charge.
To be honest we offer complimentary buffet continental breakfast and this breakfast meets Best Western Standards. Breakfast includes, pastries, croissants, muffins, jams, honey, boiled eggs, souses, slice ham, salami and chicken, fresh fruit salad, mandarin segments and peach, coffees and tea, orange juice, multivitamins , white, brown bread and bread rolls etc..
Can you please give us your advice how can we make it better for you.