Complaining about a London hotel

FlowerGirl27

Hi all

Just after any suggestions as to where I can take a formal complaint.

Hubby and I spent two nights in a London hotel and it was beyond awful. Honestly, I've never known anything like it and it was not cheap.

Reviews on tripadvisor (we did not book the hotel so didn't look) are terrible, with most people saying that complaints were ignored / the staff didn't care etc

I was so angry at how bad it was, I set out our complaints in a two page letter. Just to get a two line response saying "I'm surprised by your complaint, I notice you didn't complain while you were actually here so I can't do anything about it"

Honestly, the room was disgusting. I'm not sure if there are legal requirements for hotel rooms but if there are, this cannot possibly have met them.

I wondered if there is anyone I can go to if the hotel have basically told me they don't care.

Thank you

hollydays

Just because it's ' london' doesn't mean' quality .
Why didn't you check TripAdvisor?
Different people have different expectations
I'd only book,a place with 4.5 TripAdvisor rating.
Did you know this?
You did have the opportunity to not go?

FlowerGirl27

As above
Thanks

k3lvc

The time for complaining (assuming it's as bad as you say it was) is when you're actually there - a chance for them to make amends

Who did actually book it ? Was it a corporate event, a competition win, a 'secret' hotel from Lastminute ?

photome

Is it a chain, i.e. Does it have a head office.

If it's a stand alone hotel probably nothing you can do.

Why didn't you complain while there

Why not just say which hotel it is

takman

FlowerGirl27 wrote: »

Hi all

Just after any suggestions as to where I can take a formal complaint.

Hubby and I spent two nights in a London hotel and it was beyond awful. Honestly, I've never known anything like it and it was not cheap.

Reviews on tripadvisor (we did not book the hotel so didn't look) are terrible, with most people saying that complaints were ignored / the staff didn't care etc

I was so angry at how bad it was, I set out our complaints in a two page letter. Just to get a two line response saying "I'm surprised by your complaint, I notice you didn't complain while you were actually here so I can't do anything about it"

Honestly, the room was disgusting. I'm not sure if there are legal requirements for hotel rooms but if there are, this cannot possibly have met them.

I wondered if there is anyone I can go to if the hotel have basically told me they don't care.

Thank you

If the room was that bad why did you sleep in it?. I've been to a hotel and there was mold in the room. I immediately went to reception and explained the situation (plus also showed a picture) and was immediately given an upgraded room for the rest of my stay.

The only thing you can do is add to the bad reviews on tripadvisor and also put the pictures on there (which i assume you took if you have a smartphone). Then in future make sure you check tripadvisor before staying in a hotel and tell the person who booked it to do the same.

But if you didn't complain at the time then in reality it couldn't have been that bad.

FlowerGirl27

All sorted.
Thanks for answering my question.

photome

FlowerGirl27 wrote: »

All sorted.
Thanks for answering my question.

Would be good to know how it was sorted.

Gavin83

Why didn't you complain about it at the time? The hotel have a point in this regard. Retrospective complains in regards to hotels, restaurants, etc are often pointless, the time to complain is when the issue occurs.