Strange way to treat guests
- October 14, 2007
- Rated 2 of 5 by
a traveler from Travelocity.com
I had a business meeting at Heathrow. Searched at the airport with a swimming pool. I checked on the hotel site to make sure it would be open when I stayed there on a Friday night. Unfortunately I was not able to use the pool. Every night the hotel has something called Bombay Nights at the hotel pool. Guests cannot enter the pool area and bar since it is used by non-guests ? primarily west London Indian community. I could not swim but there was a bar there. However I was asked to leave by the bar management and security escorted me out. Complaining to hotel management I was told I could use the bar after all. I declined their offer.
However, whilst I could not use the bar-pool area ? the noise from this Bombay Nights event was heard very loudly in my bedroom way past midnight. Later management lied by saying I had appeared in the bar with jeans on. I disproved this since they said earlier they would escort me back to the bar.
I have had similar situations like this in hotels in the UK and find the only way to have a complaint taken seriously is to contact their US head office. I did this and was treated as a guest should and the situation was properly investigated and I had my entire nights stay refunded. Hotels forget that their primary purpose is for guests to Sleep, and they should never prefer non-guests over hotel guests.
Good for the Value
- August 28, 2007
- Rated 4 of 5 by
a traveler from Travelocity.com
The hotel was nice with large rooms and air conditioning. However, the amenities leave room for improvement (i.e. kids activity room that closes at 7pm, pool closed 2 out of the 3 days we were there, computers for internet were down). It made it hard to entertain our daughter during the nights, which is typicallly the primary time you utilize hotel amenities. Additionally, there were issues with the concierge (i.e. messed up car rental, confusion on bus information). But for the value and being located in a foriegn country, it was much more than expected. The rooms were comparable to rooms in the US and, despite being next to the airport, the hotel was very quiet. Additionally, the hotel let us check in early, which was greatly appreciated after a 3 1/2 hour flight delay. Overall, a good place for the value, conveniently located near an underground station (free bus service to the station), friendly staff, etc.
Great hotel close to Heathrow
- June 12, 2007
- Rated 5 of 5 by
a traveler from Travelocity.com
We had a one night stay to catch a flight in the early AM. What a wonderful hotel and decently priced! Great beds, excellent restaurant and really great service from everyone in the hotel. Only 9 pounds in a Mercedes for taxi to Heathrow and the coolest bar/pool area ever! We would definitely stay here again. There is a McDonalds nearby, but NOTHING else.