ANZEIGE
dies ist meine letzte Erfahrung mit dem besagten Hotel. Sicherlich bin ich nicht ganz objektiv, daher würde ich mich freuen, wenn Ihr Eure Meinung hierzu abgeben könnt. Wie hättet ihr reagiert? Was ist hier schief gelaufen? Ich freue mich über eure objektiven Meinungen (ist auf English, weil dies mein Feedback ist, welches ich wohl einsenden werde)
I got scammed!
Yes, it is true – I was victim of a scam by this prestigious hotel. You dont believe it, well read till the end and judge yourselves.
Weeks ago, I was planning a birthday trip to London for my wife. It had to be the very best, the hotel had to offer – the Westminster suite. My wife didn’t need all that and she actually asked me why we don’t just book something through Airbnb. As a loyal Marriott member however, I convinced her, that this hotel would give us a very nice and luxurious experience we never will forget…
Five days prior to our arrival though, the Hotel (Mr./Ms. Len) has sent me an email to inform, they could “upgrade” my room to the County Hall Suite. That email surprised me, because: (1) Marriott hotels usually don’t inform you by email about an upgrade offer in advance, they tell you the good news during the check in process when they handover the keys. I am holding the Ambassador status with Marriott (100+ nights in 2023) – never had I received such an email before. (2) when I did the reservation, I made sure to have booked the very best the hotel has to offer. And indeed, when I checked again, the room I have booked had a size of 135 sqm while the room they offered me had a size of 100sqm. I asked the Personal Ambassador and told her that I feel a bit “fooled” and that I did not understand the purpose of that email.
Well, that all changed on the day of our arrival and suddenly everything made sense. We arrived at around 1pm. The hotel informed us that our room isnt ready yet and that we had to return a few hours later - they would call us, once the room is ready. However, they did charge/block the full amount from my credit card. With no choices left, we spent some time outside, doing some sightseeing and returned a few hours later, just do learn that our room isnt available that day. As a reason they told us, a guest has occupied the room and he denied leaving it and extended his stay. When I asked the Front Desk Manager (Muhamed A.) when that customer will check out, he refused to respond. Only because I insisted, he finally made it clear to me that we wouldn’t be able to get to the booked and PAID room during the entire stay. But the front desk manager ensured us, that the room he offered instead would be comparable to the Westminster Suite… but guess what, when we entered the room, it had a size of maximum 60sqm (compared to the 135sqm we had booked). Furthermore did the Manager told us that the room we receive is the next comparable in size to the Westminster Suite (but a few days before, they had offered me a room with 100sqm in size- so many lies…).
The hotel knew about one week ahead, that they would not let us into the booked room. They did not inform us about this fact but rather tried to fool us by offering an “upgrade”. When we arrived the first time at the place, they lied to us that the room isnt ready yet – although they knew we would not get the room at all and wasted our time. And if that isnt enough, they charged us the full amount, although they knew we wouldn’t get, what we are paying for… isnt that exactly what a scammer would do??? Not only did they ruin our trip, they have embarrassed me totally in front of my family! I don’t remember when I ever was so disappointed in my life…
I have spent additional time with my personal Ambassador, and only because of her extraordinary help I was offered a compensation. Well, they actually reduced the room price and let us stay the first night (which was totally wasted anyways) for free. Additionally, they gave us a voucher for the restaurant, which we didn’t use as we did not want to spend any more time in the hotel than necessary. At the next day they granted us access to the room next to our suite. Basically we had an additional bed and toilet now. We didn’t use it, but well… I don’t feel any gratitude for the discount they gave to us. I mean, if you book a first class ticket and the airline puts you into economy, will you be thankful that the airline doesn’t charge you anymore the first class ticket price? I really wonder, what would have happened if I had not the support of the Ambassador? How would the hotel have treated other -regular- customers without any Marriott status? I really hope that this incident is a one time only case, but if others have similar experiences, feel free to google my name and contact me.
Till today nobody from the hotel took any responsibility. No Director or GM had the decency to contact me. My Ambassador ensured me, that the GM would contact me at the first day. I have waited another three hours, yes of course, for nothing. No email, no call, no card or visit from somebody who could make a decision. Instead they “cowardly” have sent to me a -25years old looking- Front Desk Manager who only apologized but didn’t really have to offer anything. Nothing against him, he only did what he was asked to do, but after such a scam, I would have expected someone else to show up. He has told me a different version of the story though, according to him, another guest had checked in two days before us and there was a double booking. That is different to the explanation the first Front Desk Manager, who said the existing guest refused to check out. Who is telling the truth? If the 2nd version is correct, it confirms that the hotel knew about the scandal before we had checked in. in that case they would have had enough time to inform us about and avoid the damage.
The hotel has also missed the last chance of redemption, when I asked them to call a taxi for us which can bring us to the City Airport. If I was them, I would have offered a complimentary ride to the airport, but instead the hotel has called a befriended? Taxi driver who refused to switch on the meter and asked for a fixed rate of 80 pounds for the trip. It started and ended with a scam I guess…
I will never forget this trip in my entire life, never was I so embarrassed and disappointed before. The good thing is, this trip has opened my eyes and I have learned that staying loyal with the Marriott Group doesn’t pay out. As a consequence, I will match my status with other major hotel chains and leave Marriott behind. Some of the hotels and some of the staff are actually on a very high level (pointing out my personal Ambassador for instance). As I mainly travel for business, I need a reliable hotel partner – after that experience I cant say that about the Marriott Group anymore.
about the hotel:
+ busy area in Westminster, behind the London eye
+ extraordinary friendly and kind staff at the breakfast restaurant
+ we have received a birthday cake for my wife (I assume thanks to the Personal Ambassador)
+ the door guys are friendly and will help you without any hesitation
+ underground station within walking distance
I got scammed!
Yes, it is true – I was victim of a scam by this prestigious hotel. You dont believe it, well read till the end and judge yourselves.
Weeks ago, I was planning a birthday trip to London for my wife. It had to be the very best, the hotel had to offer – the Westminster suite. My wife didn’t need all that and she actually asked me why we don’t just book something through Airbnb. As a loyal Marriott member however, I convinced her, that this hotel would give us a very nice and luxurious experience we never will forget…
Five days prior to our arrival though, the Hotel (Mr./Ms. Len) has sent me an email to inform, they could “upgrade” my room to the County Hall Suite. That email surprised me, because: (1) Marriott hotels usually don’t inform you by email about an upgrade offer in advance, they tell you the good news during the check in process when they handover the keys. I am holding the Ambassador status with Marriott (100+ nights in 2023) – never had I received such an email before. (2) when I did the reservation, I made sure to have booked the very best the hotel has to offer. And indeed, when I checked again, the room I have booked had a size of 135 sqm while the room they offered me had a size of 100sqm. I asked the Personal Ambassador and told her that I feel a bit “fooled” and that I did not understand the purpose of that email.
Well, that all changed on the day of our arrival and suddenly everything made sense. We arrived at around 1pm. The hotel informed us that our room isnt ready yet and that we had to return a few hours later - they would call us, once the room is ready. However, they did charge/block the full amount from my credit card. With no choices left, we spent some time outside, doing some sightseeing and returned a few hours later, just do learn that our room isnt available that day. As a reason they told us, a guest has occupied the room and he denied leaving it and extended his stay. When I asked the Front Desk Manager (Muhamed A.) when that customer will check out, he refused to respond. Only because I insisted, he finally made it clear to me that we wouldn’t be able to get to the booked and PAID room during the entire stay. But the front desk manager ensured us, that the room he offered instead would be comparable to the Westminster Suite… but guess what, when we entered the room, it had a size of maximum 60sqm (compared to the 135sqm we had booked). Furthermore did the Manager told us that the room we receive is the next comparable in size to the Westminster Suite (but a few days before, they had offered me a room with 100sqm in size- so many lies…).
The hotel knew about one week ahead, that they would not let us into the booked room. They did not inform us about this fact but rather tried to fool us by offering an “upgrade”. When we arrived the first time at the place, they lied to us that the room isnt ready yet – although they knew we would not get the room at all and wasted our time. And if that isnt enough, they charged us the full amount, although they knew we wouldn’t get, what we are paying for… isnt that exactly what a scammer would do??? Not only did they ruin our trip, they have embarrassed me totally in front of my family! I don’t remember when I ever was so disappointed in my life…
I have spent additional time with my personal Ambassador, and only because of her extraordinary help I was offered a compensation. Well, they actually reduced the room price and let us stay the first night (which was totally wasted anyways) for free. Additionally, they gave us a voucher for the restaurant, which we didn’t use as we did not want to spend any more time in the hotel than necessary. At the next day they granted us access to the room next to our suite. Basically we had an additional bed and toilet now. We didn’t use it, but well… I don’t feel any gratitude for the discount they gave to us. I mean, if you book a first class ticket and the airline puts you into economy, will you be thankful that the airline doesn’t charge you anymore the first class ticket price? I really wonder, what would have happened if I had not the support of the Ambassador? How would the hotel have treated other -regular- customers without any Marriott status? I really hope that this incident is a one time only case, but if others have similar experiences, feel free to google my name and contact me.
Till today nobody from the hotel took any responsibility. No Director or GM had the decency to contact me. My Ambassador ensured me, that the GM would contact me at the first day. I have waited another three hours, yes of course, for nothing. No email, no call, no card or visit from somebody who could make a decision. Instead they “cowardly” have sent to me a -25years old looking- Front Desk Manager who only apologized but didn’t really have to offer anything. Nothing against him, he only did what he was asked to do, but after such a scam, I would have expected someone else to show up. He has told me a different version of the story though, according to him, another guest had checked in two days before us and there was a double booking. That is different to the explanation the first Front Desk Manager, who said the existing guest refused to check out. Who is telling the truth? If the 2nd version is correct, it confirms that the hotel knew about the scandal before we had checked in. in that case they would have had enough time to inform us about and avoid the damage.
The hotel has also missed the last chance of redemption, when I asked them to call a taxi for us which can bring us to the City Airport. If I was them, I would have offered a complimentary ride to the airport, but instead the hotel has called a befriended? Taxi driver who refused to switch on the meter and asked for a fixed rate of 80 pounds for the trip. It started and ended with a scam I guess…
I will never forget this trip in my entire life, never was I so embarrassed and disappointed before. The good thing is, this trip has opened my eyes and I have learned that staying loyal with the Marriott Group doesn’t pay out. As a consequence, I will match my status with other major hotel chains and leave Marriott behind. Some of the hotels and some of the staff are actually on a very high level (pointing out my personal Ambassador for instance). As I mainly travel for business, I need a reliable hotel partner – after that experience I cant say that about the Marriott Group anymore.
about the hotel:
+ busy area in Westminster, behind the London eye
+ extraordinary friendly and kind staff at the breakfast restaurant
+ we have received a birthday cake for my wife (I assume thanks to the Personal Ambassador)
+ the door guys are friendly and will help you without any hesitation
+ underground station within walking distance
- Breakfast: they have a menu from which you can choose one cold and one hot dish. Would prefer a buffet style, but that is only personal preference. Menu is probably more sustainable. However, if the breakfast is not included in your rate, I would recommend to eat outside. A MS Food is within five minutes walking distance
- First day breakfast: have got burned toast and expired butter. The English breakfast was ok, tasty sausage but canned beans.
- 2nd day breakfast: ordered the most expensive item on the Menu, the steak and porched eggs. Ordered it medium rare and received it overcooked and grey in the middle. Have eaten only half of it. But I had one of the very best Muffins ever (custard filled).
- 3rd day breakfast: ordered a bagel with salmon and received a bagel with salmon
. No butter or cream cheese was on the bagel. So I ate only the part with the salmon on it. Would be disappointing if I had to pay 20 pounds for it. - M Lounge disappointed, too. I mean to remember the lounge does not have any windows. But even if they had, the atmosphere is dark and very depressing. You can order small canapes from the menu, but that isnt even worth calling it a snack in my opinion. Even though I am not a fan of subways, I rather go to that place around the corner than to the lounge again. The lounge however offered free beverages 24h.
- The sofa in our room was filthy with lots of stains. We had to put a towel on it, so that our daughter could sit on it
- The staff at the check in desk is rather not helpful. When I tried to get some matches/a lighter for my wifes cake, nobody was able or willing to help. I bought one at the souvenier shop on the street…
- Many scammers on the Westminster bridge, be aware
