Bros Inn Hotel — Hotel in London

I booked this hotel for 1 night with my young daughter. The Agoda website asks you to confirm your arrival time so that the hotel can be ready. I noted our arrival time of 9.45pm.||Firstly, there is no staff at this hotel, but I wasn't made aware prior to arrival. On arrival, there was no reception desk or any way to know my room. Another guest who was outside smoking informed me that I should have received a text giving me my room number, access code to enter the hotel and to enter my room, but I never received it. I tried calling the hotel number but couldn't get through. We were standing outside in the cold, my daughter extremely tired, so we went back and sat in the car. I eventually got through to someone on the Oyo main helpline, who was not helpful... she kept telling me that I should have received the text, which I stated repeatedly that I didnt... eventually she gave me the details needed. I explained that I also had a separate booking for the next night (we originally booked for one night then had to add an extra night, but oyo wouldn't allow us to simply extend, instead I had to make a separate booking). She refused to give me the details for the second night, claiming that I will receive a text the next day for this booking, but couldn't give me an answer when I asked how she can guarantee that, given I never received one for this night... I got tired of repeating myself, so ended the call and took my daughter back to the hotel.||The hallways were very dirty and clearly hadn't been vacuumed in a long while. ||We found our room, and this was a nightmare... bed hadn't been made, the sheets duvet and covers were all in a pile on the bed ( not sure if they were clean, fresh sheets or what was taken off the bed as they were wrinkled and not neatly folded). The rubbish from previous guests was in a bag in the corner (and I could see cat food bags in it), there was spilled fries in the corner of the room, dirty cutlery and cups in the sink, the toilet seat was filthy, bathtub very filthy with hair everywhere, again wrinkled towels in the bathroom that definitely weren't clean)... there was no toilet roll, so I stood my daughter we would have to go back out to the shops to buy some... luckily on our way out, we saw a supply closet that had toilet roll.||I wanted to leave, but at this point my daughter was exhausted so I had no choice but to make the bed and try to get her a good night's rest. The room was on the ground floor and I didn't feel safe in the neighbourhood so had to leave the windows closed, which was very hot and uncomfortable... at around 4am, I opened the window to get some air in, but even at this time there was so much noise from people out in the streets that I had to shut it again. The next morning, we got up got dressed and left by 8am (had originally planned to rest till check out time).||I raise a complaint with Agoda but they were less than useless and despite photo evidence provided of everything I have noted above, they just left it to Oyo, and didn't care that I had experienced this with a hotel on their platform.||PS, I never received the text for the hotel room details for the second...

I booked this hotel for 1 night with my young daughter. The Agoda website asks you to confirm your arrival time so that the hotel can be ready. I noted our arrival time of 9.45pm.

Firstly, there is no staff at this hotel, but I wasn't made aware prior to arrival. On arrival, there was no reception desk or any way to know my room. Another guest who was outside smoking informed me that I should have received a text giving me my room number, access code to enter the hotel and to enter my room, but I never received it. I tried calling the hotel number but couldn't get through. We were standing outside in the cold, my daughter extremely tired, so we went back and sat in the car. I eventually got through to someone on the Oyo main helpline, who was not helpful... she kept telling me that I should have received the text, which I stated repeatedly that I didnt... eventually she gave me the details needed. I explained that I also had a separate booking for the next night (we originally booked for one night then had to add an extra night, but oyo wouldn't allow us to simply extend, instead I had to make a separate booking). She refused to give me the details for the second night, claiming that I will receive a text the next day for this booking, but couldn't give me an answer when I asked how she can guarantee that, given I never received one for this night... I got tired of repeating myself, so ended the call and took my daughter back to the hotel.

The hallways were very dirty and clearly hadn't been vacuumed in a long while.

We found our room, and this was a nightmare... bed hadn't been made, the sheets duvet and covers were all in a pile on the bed ( not sure if they were clean, fresh sheets or what was taken off the bed as they were wrinkled and not neatly folded). The rubbish from previous guests was in a bag in the corner (and I could see cat food bags in it), there was spilled fries in the corner of the room, dirty cutlery and cups in the sink, the toilet seat was filthy, bathtub very filthy with hair everywhere, again wrinkled towels in the bathroom that definitely weren't clean)... there was no toilet roll, so I stood my daughter we would have to go back out to the shops to buy some... luckily on our way out, we saw a supply closet that had toilet roll.

I wanted to leave, but at this point my daughter was exhausted so I had no choice but to make the bed and try to get her a good night's rest. The room was on the ground floor and I didn't feel safe in the neighbourhood so had to leave the windows closed, which was very hot and uncomfortable... at around 4am, I opened the window to get some air in, but even at this time there was so much noise from people out in the streets that I had to shut it again. The next morning, we got up got dressed and left by 8am (had originally planned to rest till check out time).

I raise a complaint with Agoda but they were less than useless and despite photo evidence provided of everything I have noted above, they just left it to Oyo, and didn't care that I had experienced this with a hotel on their platform.

PS, I never received the text for the hotel room details for the second...

It is not a three star hotel by any means. It is a step below a youth hostel. The desk clerk did get us into our room early, but we had reserved for four, not three. When our guest arrived, the night manager, Jay Dee, as he called himself, was rude to my son-in-law and our guest, asking which of them was leaving for the night. When I spoke to him about my email and upgrading to a room for four, he complained that the female clerk was inept and he had to take care of it. I paid the difference on spot, although we could not move into the room until the next day. Even so, his continual rudeness only increased. When my daughter and her husband went to the desk to ask for more pillows, he told them rudely he didn't have a key to that maid's closet and that they needed to go to bed. This was not a simple statement, but a diatribe of their rudeness. Let me reinterate, the night manager told adult guests that they needed to go to bed. When I arose early the next morning to speak to him about the matter, he again became immediately hostile. I realized as four people in a room, we were quite noisy. However, a simple phone call would have sufficed. However when he did try to call, the phone would not answer. Again, the phone was not functioning. Accosting my child was not acceptable. When I asked that he speak to me personally about issues as the paying member of the group, he then told me I needed to control my children (everyone in our room was 23 years of age or older.) I asked him not to speak to my daughter again, and only me, he accused me of threatening him. I am a five-foot tall woman with a terminal illness, weighing 90lbs, how I could be a threat to him remains a mystery.He suggested I go have a cup of coffee and think about kind he had been to me and my family while in his hotel. He also said that if I was unhappy I could checkout early and he would return my last night's fee. I did book another space, and we were packed and at the counter before check out time. He refused to reimburse me for the last night as it was through a travel agency and I had not paid him cash. However, I had paid cash for the bigger room. Never in my many days of travel have I ever encountered a manager who believed my patronage was not as a client, but that I was lucky to be staying in his establishment. Had it been an establishment worth even three stars, but it is not worthy of more than a half star. They refused to give us more than one towel per person during our entire stay. Meaning, no new towels each days- four days same singular towel for each person. No hand towels, facial towels. Bedspreads were threadbare. Although the pictures looked quite quaint online, they are very decieving. The decor has not been renewed since the late seventies or eighties. I made peace with staying in such a hotel below my standards until the manager acted as if it were the Ritz and we were "allowed" to stay. Unfortunately, The New Dome hotel has grossly...