THIS IS NOT A 4STAR HOTEL. IT IS ONLY A 2 STAR
What a disaster! We booked this hotel for our wedding anniversary stay for 3 nights 18-21 August 2015 and were so looking for it, we chose this because it was in Earls Court, where we enjoy staying and also on the belief it was a 4* hotel.
We arrived that afternoon and were "greeted", (not as enthusiastic as i'd expected), we were shown to our room 208, this was more like prison cell, it was dark, oppressive and only had 2 small windows at the top of wall/ ceiling. I went downstairs and asked for a different room and was promptly shown 211, which although was much brighter was still very small. (I know the hotel is a former house, but that does not excuse the size of the rooms, the room size are the sizes the owners decided on when transforming into a hotel, where obviously more rooms, was greater than quality sized rooms.) We stayed in the room for an hour ro so, had a quick shower, which was awkward as you had to turn your body round to wash due to the small size of the shower, as you couldn't maneuver correctly in it. As this was the only room available to us according to the receptionist, we decided to seek alternative accommodation as we were hear for our anniversary we were expecting a little bit more luxury and comfort than what was on offer.
The next morning i enquired about cancelling our room as we felt it was not as advertised and felt the hotel was not a 4* star hotel. We were advised the hotel had a 48 hour cancellation policy, so i stated i would just just keep the room ( to prevent the hotel re-selling this room again). In betweens i had written to Best Western and highlighted my concerns and expressed a wish to cancel the booking. I returned in the early hours of the next night only to find my key was not working for my room. i went to reception and was advised my room had been cancelled. After discussion he offered me an alternative room as my room was occupied. I declined the offer and went back to my other hotel.
Since then i have been battling with The Boltons management team to get refund and have caught them out on a few lies, i.e. they stated i had used the room and had breakfast which i did not. They state my room was not sold, but yet it was not available to me?
This hotel is no where near a 4* hotel, as it does not provide meals in the restaurant (apart from breakfast) but state they can bring food to your room, but yet there is no where in your room to eat it other than on the bed and on your knee, there is no common room /residents lounge, this is not the basis of a 4* star hotel, indeed some of the budget chain hotels offer more service. If you are seeking somewhere that is offering B&B and you are on your own then this hotel is perfect for you. if you're a couple who is not too fussy about the size / quality of the room then this would be suitable for you. But if you are booking here on the pretext of it being a 4* star hotel and with all you imagine a that rating to offer you, then this hotel is not for you.
The room seemed clean enough, the one good thing was their towels were fluffy and soft, which i will give them that. it states it has free wi-fi, but alas we could not connect to it,and you have to change it every day, which is bit annoying. The food i cannot comment on as we never sampled it, the room service we could not comment on, as we never got access to the room again.
In closing this was a disaster for us as we came with the expectation of a 4* hotel, also the hotel is in a residential street and on the day of our arrival a couple across the street were having a 'domestic' on the street and eventually the police were called, so perhaps bear this in mind as well when choosing your next hotel, although this is not the hotel's fault, it is worth keeping in mind.
I have advised the hotel management i would never stay again and would not recommend this hotel to anyone based on our experience, but others may have different experience and that is fine, each person has their own limits and levels of acceptability.
In fact this is actually the 2nd Best Western Hotel we have stayed in and found faults in the hotel and on this we would not stay in another Best Western hotel,as we are not prepared to take the risk. I appreciate the hotels are independently owned and run, but surely Best Western have a Code for which these hotels must meet?
I strongly urge the management of this hotel to consider re-classifying the grading on the hotel as it is not a 4* Hotel but in my opinion merely a high grade of B&B. less