4/10, Deficient
Antoine
Viatge en família
25 de febr. de 2026
Què li ha agradat: Neteja, comoditats i estat de l’allotjament i instal·lacions
We had an extremely unpleasant experience with the concierge.
Not only did we have to pay £10 to leave our luggage at the hotel (which is already quite frustrating), but the concierge was also very rude and accused us of trying to “cheat” by paying for only one bag when we had two to store. As a result, I was forced to pay three times for two pieces of luggage. The next day, when I checked my bank account and was able to prove that I had overpaid, the concierge did not even apologize.
Even worse, he questioned the new payment I made for one piece of luggage, despite the fact that I had already overpaid the first time. I felt deeply disrespected by this interaction and by being doubted twice.
Although everything else about the hotel was excellent, this experience was so disappointing that I will not return and will not recommend your hotel. There are more expensive options in the area, and that is where my family and I have booked for our trip this summer. I travel to London very often and have never been treated so poorly by a concierge.
Frankly, charging separately for luggage storage feels like a poor commercial decision. It would be much better to include this service in the room rate. Having to deal with unexpected add-on charges while on vacation is frustrating and unnecessary — it’s the last thing guests want to worry about.
I sincerely hope you will address this matter.
Antoine
Estada de 4 nits (febr. 2026)
