The Best Western The Cromwell is listed as a 4-star hotel on a couple of websites (e.g. TripAdvisor and Booking). However, on the official Best Western (BW) website The Cromwell is marked as a 3-star hotel. The hotel is most definitely not 4-star worthy. Last year I stayed at the Park Plaza Westminister Bridge Hotel, which was a true 4-star hotel. Having said that, the Cromwell is certainly not a budget hotel pricewise.
Upon arrival the front desk clerk did not even greeted us, but asked: “Checking in?”. All of the staff members I met during my stay were not native speakers and sometimes it was quite difficult to communicate. I was allocated on the 5th floor. The elevator only goes up to the 4th floor.
The room itself was very hot and quite small. The bathroom was OK and looked renovated. The chair at the desk almost fell apart by just looking at it. The room was clean on the surface. However, there was a substantial amount of dust on the lamps and such. I also chose the Cromwell because of the in-room air conditioning. However, the air conditioning did not work as proven by the temperature gauge which read an astonishing 29 degrees Celcius. After 3 complaints and 2 very hot nights I demanded another room with a working air conditioning. My request was followed up on the last night of my stay. The second room had no remote control, a damaged light in the bathroom and the ventilation unit on the ceiling fell down spontaneously.
Another big complaint is the quality of the WiFi. In one word: abysmal. Checking e-mail took minutes and often the connection failed in general. I overheard another guest complaining about this as well. Looking up the metro map or attractions was a no-go, which was extremely frustrating.
The hotel had no plug converters available. Instead, we were directed to the nearest Tesco to buy one.
Because of a national train strike in Belgium I arrived one day later as planned. I booked my stay via Booking.com and my reservation was not eligible for cancellation or other changes. Therefore, I paid one night extra. I informed the hotel before arrival and also mentioned that if would be highly appreciated if they could see if something could be done about that extra paid night. The reservations department responded with: “Your comment had been added to the reservation”. A free upgrade, a complimentary drink or a partial refund would have been great. I had the feeling that they did not really care because I paid everything in the end.
If you are looking for a true 4-star hotel (and not an expensive 3-star hotel), please look elsewhere. There are plenty hotels located in the area which probably exceed the Cromwell on all available points. The price to quality ratio is just completely off.
I would NOT recommend this hotel to anyone. less