Imagine checking out of a hotel only to find an unexpected charge on your credit card. This is exactly what happened to me recently at a supposedly prestigious 5-star hotel. I was surprised and angered by the hotel’s lack of transparency and their refusal to rectify the situation.
The charges were for a “discussionary charge of tips,” a fee I was never informed about during my stay. The hotel’s explanation for this unexpected charge was that they were “closing their account for the previous day” and would send me an invoice later. I naively trusted that a 5-star establishment would handle such matters professionally.
However, the promised invoice never arrived, and the “discussionary charge” was a hefty sum. I contacted Trip.com, the booking platform I used, to request the invoice. It was then I discovered that the extra charges were for tips.
I was appalled. The hotel’s sneaky tactic to add this “discussionary” fee felt more like a compulsory charge. It was not explained upfront, and I was left with no choice but to pay. When I tried to request a refund, I was told the fee was non-refundable.
The lack of transparency was not the only issue. The hotel’s service was also below par for a 5-star hotel. The in-room dining service was incredibly slow and inefficient. A meal that was supposed to arrive in 30 minutes took over an hour. It took another hour for someone to collect our plates.
This hotel’s actions are unacceptable. They charged me an unexpected fee without informing me, and their service was subpar. They should be more transparent about their fees and provide better service.
A Positive Experience at the Holiday Inn Sutton
My stay at the Holiday Inn Sutton was a refreshing contrast to my experience at the 5-star hotel. While not a luxury establishment, it offered everything you need for a comfortable stay at a reasonable price.
The staff were truly outstanding. They were friendly, helpful, and went above and beyond to ensure my stay was pleasant. This kind of genuine hospitality is something I truly appreciate and something that even the fanciest hotels often lack.
The hotel itself was clean, comfortable, and well-maintained. Breakfast was fantastic, and the location was perfect for exploring London and attending events at the O2.
The Holiday Inn Sutton proved that a positive experience doesn’t always require 5-star luxury. It’s the little details, like friendly staff and a clean, comfortable environment, that make the difference.
Exceptional Service at the Other Hotel
My stay at this hotel was truly exceptional thanks to the outstanding service provided by Tarek, a front desk agent. His friendly demeanor and dedication to providing excellent customer service made a lasting impression on me.
We arrived very early in the morning, and Tarek was incredibly helpful. He gave us honest information about the possibility of having a room ready and helped us navigate the early arrival process.
Tarek’s service continued even after we checked in. He followed up to ensure we were happy with our room and offered his assistance if we needed anything. This kind of personalized attention is rare and made our stay even more enjoyable.
The hotel itself offered many other great features. The views from the higher floors were stunning, and the room was clean and comfortable. The bar/restaurant had a great atmosphere, serving large portions of delicious food.
Even though the hotel lacked a business center, Tarek was quick to offer to print our documents. His willingness to go the extra mile is a testament to his dedication to providing excellent customer service.
This hotel’s exceptional service, particularly Tarek’s outstanding efforts, made our stay unforgettable.
A Mixed Experience: The Good and the Bad
My wife and I stayed at this hotel twice during our UK tour, and our experiences were mixed. While the hotel was clean and well-maintained, we encountered several issues that detracted from our overall experience.
The rooms were comfortable and quiet, but they were also very small, with virtually no space for clothing. This lack of storage space was a significant inconvenience, especially for longer stays.
The breakfast was just “OK,” with limited fresh fruit options. Most of the hot breakfast items we ordered were not very good.
The hotel staff was not very helpful. No one came to assist us with our luggage, and we were left to find our own transportation to the airport.
The hotel’s location was also a bit inconvenient. The front of the hotel was covered by bus stops, making it difficult for taxis and limos to pull up.
Overall, the hotel was a mixed experience. While the rooms were comfortable and the hotel was clean, the lack of storage space, mediocre breakfast, and unhelpful staff made it a less than ideal stay.
A Consistently Excellent Choice
We always choose the Royal National Hotel when visiting London, and for good reason. Its location is ideal, just a short walk from the Russell Square tube station, the British Museum, and Oxford Street.
But it’s not just the location that keeps us coming back. The Royal National Hotel consistently impresses with its cleanliness, friendly staff, and comfortable rooms. This time, we were even treated to a complimentary upgrade to a fresh, newly updated room.
The hotel’s onsite pub is another bonus. It offers meals and an outdoor seating area with a large-screen TV, perfect for watching sporting events without disturbing other guests.
The Royal National Hotel offers a consistently excellent experience. Its ideal location, clean and comfortable rooms, friendly staff, and convenient onsite pub make it a perfect choice for anyone visiting London.
A Nightmare Stay to Forget
Our stay at this hotel was a complete disaster. From the moment we arrived, things went wrong, and it only got worse from there.
The rooms were awful, not even fit for a one-star hotel. Our room in the basement was located directly above the tube line, making it impossible to sleep.
The hotel’s safety standards were a concern. Windows were unlockable, safes didn’t work, and the “newly refurbished” bathroom had a corroded tap and a blocked shower.
The staff were unhelpful and rude. We were given the wrong rooms initially, and the reception staff was unhelpful when we tried to rectify the situation.
The breakfast was basic and unappetizing. There was no hot food, and the milk was sour. The bar was closed for two of our three nights because the barman didn’t show up for work.
This hotel is a complete rip-off. It’s overpriced for the terrible quality of the rooms and the poor service. I would not recommend this hotel to anyone.
