Disastrous and incredibly fortunately one that could have been far worse. I've stayed @ the hotel before - really liked it and recommended it to others so when I stayed there I expected good service + experience. I arrived @ 2330 - I was held up by travel. At this time the place was shut, there was a buzzer I tried but no answer. I could not get through to anyone. I was then stranded in London past midnight with no where to stay. I hope the reader of this message understands how dangerous that is and the implications of this, especially for guests with younger families. I some how managed to find a friend to stay with @ hours of trying - others might not have the option. PLEASE CHANGE YOUR SYSTEMS!! I went to see them the next day to report the problem was greeted by a very personable staff member who was regretful but basically shrugged off the whole thing? I booked through *********** and he told me that he had no way of contacting me anyway or refunding me? I contacted *********** who told me they couldn't help either. I found an email that said checkin was open till 22:00 - that was then the excuse by both parties to dismiss me + pass the blame onto me. Ugh. So not even a refund let alone the significant extra costs I had to endure to find somewhere to stay. Disappointing, not OK but just hope this drives change so that someone isn't seriously hurt in the future by this
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