Berjaya Eden Park London Hotel — Hotel in London

I just checked in and the front desk doesnt allow pre auth by cash when upon email they mentioned that we could do so. Upon arrival, Front desk staff, Ziwan mentioned that they had changed the policy recently to only accept card.  The change in policy (within the week since our email) was not shared with us. These has cause so much inconvenience as we were not updated prior.

Additionally, the room that was given to us has a faulty door locking system. As we are a group of 3 girls on a birthday trip...We felt completely unsafe staying in the room. We spoke to frontdesk staff, Ziwan who came to the room to access the issue and we asked for him to get the maintenance to have it fixed immediately. Adding on, the room does not come with an AC so the atmosphere in a hot summer day was proving to be very uncomfortable & heated.

Ziwan called us back and mentioned that the maintenance can only rectify the faulty door lock the next day. This convenient solution did not solve the problem on hand. Security for our stay is being breached!

When asked if I could speak to a higher management, Ziwan casually mentioned that no manager would attend to our issue. He further mentioned sarcastically that he cant obviously call his manager for every issue that a guest face in the hotel. When asked if I could have the email address of the owner of the property, he simply mentioned its Vincent Tan (Berjaya Corporation Sdn Bhd) and that I should know him as he is very famous! Like seriously!

It was clear that he wa not interested to offer assistance and disregarded our security concern. When asked if we could have another room, he mentioned that the hotel is full and that there are no other solutions that he could offer.

After travelling from more that 16hrs, Ziwan's attitude proved to be extremely frustrating as he kept brushing us off by saying he could not help further. He further pissed us off by saying that the Front Office Manager, Tiago can only speak to us on Monday!! That's in 2 days from date of check in.

At no point did Ziwan nor the Front Office Manager, Tiago apologised to us and offer to try find us girls a solution! This may be a 2 or 3 star hotel but it is not an issue that we could simply just brush off...it concerns our safety and security! The best part is they collect a security deposit for damages but the room itself was already faulty. Absolute joke!

To add salt to the wound...Ziwan threatened to call the police on us, which he did and the police themselves probably told him to find a solution for his guests himself, as they have more serious matters to handle!! This is totally appalling and absolutely unacceptable behaviourcoming from a service provider!! And he literally embarrassed himself right in front of us.

He refused to give us a refund, nor assisted to find another hotel for us nearby, nor call for the maintenance, nor allowing us to speak to a manager, nor have a room for us to swap to....NO SOLUTION NOR APOLOGY OFFERED WHATSOEVER! But instead he threatened us with the police. What a fabulous way to start our fun girls trip and for some of us, it was a first trip to the UK!

I will ensure this will be shared across all social media! This could be a one-off situation, but a service provider with zero empathy and with a could not care less attitude is not something I can let pass coming from a hospitality industry myself.

A hotel be it 1 star or 6 stars must have the most basic service, ie, safety & security offered to their guests. This is By Law!

This hotel is in need of a desperate refurbishment - from the hotel's interior to service providers. Rickety floors, extremely claustrophobic elevator, lacking of basic in-room amenities, safety & security (theft issues in their restaurants) and unprofessional frontdesk staffs.

My Experience Update: The same evening from check-in.... we went out and purchased a screwdriver and fixed the door lock ourselves. A simple solution that could have been provided by the utterly unprofessional frontdesk staff named Ziwan and...

I just checked in and the front desk doesnt allow pre auth by cash when upon email they mentioned that we could do so. Upon arrival, Front desk staff, Ziwan mentioned that they had changed the policy recently to only accept card.  The change in policy (within the week since our email) was not shared with us. These has cause so much inconvenience as we were not updated prior.Additionally, the room that was given to us has a faulty door locking system. As we are a group of 3 girls on a birthday trip...We felt completely unsafe staying in the room. We spoke to frontdesk staff, Ziwan who came to the room to access the issue and we asked for him to get the maintenance to have it fixed immediately. Adding on, the room does not come with an AC so the atmosphere in a hot summer day was proving to be very uncomfortable & heated.Ziwan called us back and mentioned that the maintenance can only rectify the faulty door lock the next day. This convenient solution did not solve the problem on hand. Security for our stay is being breached!When asked if I could speak to a higher management, Ziwan casually mentioned that no manager would attend to our issue. He further mentioned sarcastically that he cant obviously call his manager for every issue that a guest face in the hotel. When asked if I could have the email address of the owner of the property, he simply mentioned its Vincent Tan (Berjaya Corporation Sdn Bhd) and that I should know him as he is very famous! Like seriously!It was clear that he wa not interested to offer assistance and disregarded our security concern. When asked if we could have another room, he mentioned that the hotel is full and that there are no other solutions that he could offer.After travelling from more that 16hrs, Ziwan's attitude proved to be extremely frustrating as he kept brushing us off by saying he could not help further. He further pissed us off by saying that the Front Office Manager, Tiago can only speak to us on Monday!! That's in 2 days from date of check in.At no point did Ziwan nor the Front Office Manager, Tiago apologised to us and offer to try find us girls a solution! This may be a 2 or 3 star hotel but it is not an issue that we could simply just brush off...it concerns our safety and security! The best part is they collect a security deposit for damages but the room itself was already faulty. Absolute joke!To add salt to the wound...Ziwan threatened to call the police on us, which he did and the police themselves probably told him to find a solution for his guests himself, as they have more serious matters to handle!! This is totally appalling and absolutely unacceptable behaviourcoming from a service provider!! And he literally embarrassed himself right in front of us.He refused to give us a refund, nor assisted to find another hotel for us nearby, nor call for the maintenance, nor allowing us to speak to a manager, nor have a room for us to swap to....NO SOLUTION NOR APOLOGY OFFERED WHATSOEVER! But instead he threatened us with the police. What a fabulous way to start our fun girls trip and for some of us, it was a first trip to the UK!I will ensure this will be shared across all social media! This could be a one-off situation, but a service provider with zero empathy and with a could not care less attitude is not something I can let pass coming from a hospitality industry myself.A hotel be it 1 star or 6 stars must have the most basic service, ie, safety & security offered to their guests. This is By Law!This hotel is in need of a desperate refurbishment - from the hotel's interior to service providers. Rickety floors, extremely claustrophobic elevator, lacking of basic in-room amenities, safety & security (theft issues in their restaurants) and unprofessional...

Booked for 2 room for 2 nights, and had pre-empted our night arrival.

Room 110 was of very low quality and breaking apart. The wood at the door lock had split as if it was forced open. The walls were dirty and mouldy. The wood at the window and bath tub area were in a terrible state. There are ants in the toilet.

Requested for a change of room from Reception, Fabio, but was told that it could only be done in the morning. I asked him if he was aware of the low quality room before allocating it to me. He claimed that other rooms were unavailable. I described the low quality room and stressed the inconvenience caused, then left for supper.

Upon returning to the hotel at about 2am, another reception staff, Mike (he’s nice and polite). It was quiet at the lobby so we spoke in a very low volumes. He was very helpful. He listened to my feedback. He asked the bell staff Muhammad (he’s nice and polite) to let me see the available rooms on level 3. I find these rooms slightly better than Rm 110 and said I have to wait for my children to wake up next morning to move into the rooms on the 3rd floor. He said ok. (I wished that Fabio would have offered me these available rooms earlier when my kids were awake).

I went up to my room but was unable to sleep due to ants that might give me hives (allergy to anything that causes itch). Went to the quiet lobby and informed Mike that I will be resting at the lobby instead (it was quiet and clean). He said ok.

7am Another reception (Hajar) took over. Again I explained the room problem to her. I think she was pre-empted by Mike about my situation and searched for another room for me to move into. The room was acceptable for the paid price however smaller, but clean and newly painted which was good. But I wonder why the other room was in such a terrible state but I was ok till then.

Also, the key card has a serious technical problem. The sensitivity of the magnetic strip was so dysfunctional that it became the guest’s problem. I had to go up and down many times to get it fixed but was told by a bell staff, Samuel (he’s nice & polite)

The worst part was when the Supervisor at the Reception reiterated regarding the delicate sensitivity of key cards, I replied I was aware of it. When he key card of the newly allocated room was given to me by Hajar, I requested for her to write her name on the keycard holed and reiterated what the Supervisor had mentioned.

This caused an outburst from the Supervisor. I can’t be bothered to know her name. She confronted me in the presence of other hotel guests about my unhappiness, cited the ‘zero tolerance towards staff abuse’ stated on the sign at Reception and accused me of abusing her staff the whole night.

Now this was totally unacceptable after the whole night’s anticipation of getting a decent quality room booked in Oct and the amount already prepaid. I explained to her I was ok after the other room was given and her outburst was totally unnecessary.

To sum it all:

1. It was either that the staff was unaware of the low quality room or intentionally allocate me such a room when I checked in.

2. The Supervisor’s confrontation was unacceptable. An apology from the hotel management for allocating me a low quality room, the dysfunctional key card system and the inconvenience caused to us was necessary at that time, instead of my feedback being falsely accused as staff abuse.

So, Mike, Muhammad, Samuel and Hajar, thank you very much for your hospitality and empathising us on our situation...