Travel Network

The staff were wonderful on check-in and provided me with an upgraded room to a suite 248 which was appreciated. It was late and I watched a bit of TV and sat on the couch and talked to some friends on the phone when I was getting ready for bed I took off my shoes only to discover that I was standing in a pool of water. The carpet was soaked on both sides of the bed so at 1133pm I went downstairs to inform the front desk staff. The initial conversation seemed to feel more like I was being blamed for the flooding but he assured me that he would sort out moving me to a new room. I then went back upstairs and waited for almost an hour before I went back downstairs only to be informed that the other staff member went home and didn’t pass on any details about the flooding issue.

I then spoke to the front office manager who had just started and was standing next to the staff member when I reported the issue earlier but had apologized and advised that no handover notes had been made before they went home for the evening. I provided photos and video showing the extent of the flooding and in fairness the front office manager did quickly resolve the issue of finding me a new room so I could get some sleep. You can see the footprints from the shoes of the hotel staff in the carpet left a mark due to the amount of water in the carpet.

The new suite 748 was beautiful and I did get a good nights sleep but less sleep than I originally planned due to the late night room shuffle. These types of things happen and the front office manager did his best to resolve the situation but more care could be taken by staff to ensure rooms are ready for guest arrival and when an issue is raised to staff it’s taken seriously the first time and they aren’t blamed and ignored.

The WiFi was fast at 100mb/s which is great and the location to London ExCel can’t be beaten as it’s just 150 meters away. There is Custom House DLR and Elizabeth line just a few minutes walk away. I would say the price/value for money and the location is really good it’s just a shame that I had a bad guest experience. The noise level was almost zero which was rare for a central London hotel room.