Best Western Mornington Hotel London Hyde Park — Hotel in London

I stayed for several days. The staff was initially very polite but then became very rude likely due to harassment by members of my university currently involved in a stalking campaign. I was locked out of my room at 3 am after opening my door to check a marijuana smoking issue, and another guest also had the same exact issue at the lobby. The front desk receptionist was not available but present behind the front wall since there was loud conversation, but after knocking on the staff door without getting their attention they had us wait more than 15 minutes before greeting us when he started arguing with the other lady regarding the wait instead of apologizing. The guest was very polite and asked for the staff to serve me first since I arrived earlier than her (she was there before me) but the receptionist refused and continued arguing. There was also a man passed out in the lobby that the staff wouldn’t address after the guest asked. The guest filmed the incident to report it to the head manager since she was so upset with the rude treatment. The staff denied smoking. Other guests who saw the loud arguing between the guest and staff and asked what was occurring informed us that there were people smoking marijuana outside as well. The receptionist refused to serve her but gave me a new key.

A different receptionist also rudely argued with me after I asked for towels and tissues to be dropped at my door after several days without room service. I was self isolating so it was necessary to drop the supplies at my door, but she was angry that I was previously in the lobby after I was locked out to get a new key. The service is very poor due to the rudeness. It was offensive to pay several hundreds of pounds to the hotel but be interrupted mid-sentence and talked back to when I didn’t have any choice but to leave to the lobby since I was locked out. I had stated that I was self isolating and couldn’t go to the lobby to get toiletries. Staff training can be improved.

The wifi frequently dropped in the room. The library and gym are convenient.

Since I was self isolating, I left takeout food outside the room for staff to heat in the microwave, but they heated it with plastic that melted and leached toxic chemicals into the food. The staff responsible didn’t seem to want to take any requests since every time I spoke with them they were impatient, rude, and interrupting, and often I had to ask more than once since they “forgot”.

Attached are photos of emails from the hotel. It’s by far the worst service I’ve experienced at the amount that the hotel charges. After multiple people report the same issues at the same time, the hotel refuses any resolution and asks you to “provide more details” as if there weren’t enough already after filling out a survey that took several minutes to finish. It’s fortunate that the other guest filmed the poor service from the receptionist. The hotel is very unaccommodating. I had the breakfast and it didn’t have enough vegetable options, so I wanted to receive refund for the next breakfast that was denied according to “reservation policy”. According to reservation policy, there also should have been staff available 24/7, but in the two separate nights calling reception, there was no response within 15 minutes, and on the second occasion, I could only give up on reaching staff. I felt that I was servicing the hotel, rather than the hotel servicing guests.

After staying for several days I decided to book a new reservation for a different room since they don’t offer any housekeeping cleaning during COVID. I was told check in would take 5-10 minutes, but I ended up waiting an hour for the new room. The WiFi connection is better but the furniture has old stains and the sink was clogged and not fixed after reporting.

The front desk receptionist is the rudest I’ve encountered. I asked for towels since housekeeping didn’t provide any. She couldn’t even provide a towel. I phoned the hotel manager who didn’t want to be bothered and repeatedly told me he wasn’t at the hotel and to contact...

On the 25th June we was unlucky enough to stay here. It's taken a while to write this review as I have been waiting for Mika to get in touch regarding our complaint. I'm guessing he's been moved on by now..... We arrived a little after 4pm fully expecting our room to be ready, unfortunately it was not. After 20 mins or so waiting about we got given our keys for room 18. We dropped our bags and went to the concert at Hyde Park. We got back to the room a little before 12, the air conditioning unit was on although it wasn't really doing much which was problematic as it had been 31 degrees that day and with a room in the basement it really was quite hot. The air con unit was making a noise every 10-15 mins like a motor trying to work clearing the water from the unit. We grabbed the odd bit of sleep and eventually gave up about 2-2.30 when we called reception. He said he'd try to resolve it from there but nothing changed and the noises continued. We decided to turn the unit of at the panel which we did but the noises continued so we called reception again where he said he'd come and have a look. We got dressed and waited for the receptionist to arrive. He had a look but he didn't know anything about air con and why should he? We decided to take the fuse out so at least we had quiet, the heat on the other hand was unbearable, we asked to be moved but no other rooms were available. We tried our best to sleep in the shoe box sized sauna that was our room, we got the odd bit of sleep but not much.

The bathroom was dirty and had hair in the shower and sink! The quality of the workmanship within the room was so poor its hard to describe. The workman who done the tiling and decorating should really go and get their cataract looked at!! truly the lowest workmanship I have ever seen! The floor was uneven and the windows grubby. The bed itself wasn't very comfortable and the mattress was felt like it was dipping to a side. All in all, a terribly finished dirty room, abysmal standards. If this is the best the UK has to offer we should give up now!

The following morning after a very nice breakfast which we was very surprised about considering what we had been through we went to reception to report our faults and disappointment of the room. The receptionist offered us a 25% refund on the room which we refused as we felt it wasn't no where near enough compensation for having very little sleep and being slowly cooked from the inside out while washing in other guests bodily hair. The receptionist took my email address as she said she couldn't offer any more but the manager could. I was told that Mika would be in touch to resolve. I told her that we expected a full refund and an apology for the third world standard room we had to stay in. The email never did arrive so I sent an email to Mika. Almost 2 weeks of waiting and the reply arrived. It wasn't a great email, a pathetic apology and he offered me a 25% discount on the next stay!! My offer had gone down and I was expected to stay in a third world room again. As customer service goes, you couldn't make it up. I replied to the email advising that the offer he'd sent us was below what we'd already had and expected. I ever did receive a reply hence the review. The room is beyond anything I have ever stayed in before and management non existent. Avoid this hotel, it's poorly managed, built and ran...

I booked this room for $761 for 5-nights, and expected the 4-star service advertised; that is not what I received. I did not originally intend on leaving a review, either positive or negative, but after dealing with someone claiming to be their director of operations and numerous staff at the hotel, I feel it prudent to warn people about this location and their practices. I record my hotel rooms for personal safety on a laptop that automatically backs up to a cloud, to prevent any issues with housekeeping/ unintended visitors. While I was away from my room, housekeeping entered to clean, and upon realizing that I had accumulated some waste bags in my room due to a disability, were seen making some disparaging comments about Americans and said disability. When I brought this to Best Western's attention, I was promised things would be handled by their manager/ assistant manager. I declined their offer for a room upgrade/ nights refund, as I wanted nothing except the comments about me to stop. The manager(s) of the hotel requested that I send them the video directly, so they could thoroughly investigate what happened. After sending them the relevant section of video, I received an email from their director of operations in London, threatening to involve their legal representatives if I did not delete the footage, as I had allegedly illegally acquired it. The director said, verbatim, that "it could seem that you have set up this covert surveillance for the nefarious purpose of entrapment and manipulation." For the record, a laptop that is open and clearly shows video being recorded is not "covert surveillance." Rather than attempting to resolve this amicably, I was threatened with a lawsuit/ legal action and made to feel very uncomfortable by the staff in the day following this email. Suddenly, the front-desk staff would stop talking upon seeing me enter the lobby, smiles would vanish, and it was silent as I made the short trek from front-door to elevator. There are a number of 4 star hotels in the area not associated with hotel chains, and I strongly recommend finding a different location to stay at. ||||In regard to the room, it was borderline filthy when I entered it, especially when looking closely at anything in particular. The floors hadn't been vacuumed in some time, with popcorn, buttons, string, toenails/ fingernails, dust, and various types of liter lining the carpet of the room, the paint on the wall looked atrocious and was peeling off the ceiling in the bathroom, leaving bits of paint on the counter, the cups in the bathroom were dirty, and there was hair and mold in the shower. The hotel has an echo throughout, with sounds from other guests in their rooms being audible at all times through the day, but especially late at night when opening/ closing doors, or simply walking across the floor. They claim the internet is secure, but it's open for anyone in the area to join and watch what you are doing online, and often has dead spots while...