Church Street Hotel by Belvilla near The Oval — Hotel in London

A truly exasperating and shocking experience in dealing with staff at Church Street Hotel (Camberwell).

I telephoned the hotel last night (Sunday) after the hotel was recommended to me by both a colleague and King’s College Hospital. I was calling to make a booking for six nights as my mother will be going into King’s College Hospital for an operation this coming month.

The call was answered by a female (I think she pronounced her name as Saza, as she spoke very poor English). I asked her if I could have the rates for rooms and also check the availability for a stay at the hotel during the last week of June. She very abruptly advised me that she was busy on reception and to call back later. (This would have been understandable if it was not for her tone!). I then proceeded to ask if I could kindly leave my number for her to call me back when she was less busy. She then growled down the phone “You can book online.”

I then asked if there was a manager on duty who I could speak to as I found her attitude to be very hostile and unhelpful. She advised me that the supervisor on duty did not deal with complaints and if I had a problem to call the hotel manager during the week. I then proceeded to clarify her name (as it was not clear at the start of the call) and the phone call was terminated.

As someone who owns and runs a PR/Marketing company I cannot understand why a hotel would be actively promoting poor customer service when dealing with reservation enquires. I will be contacting King’s College Hospital to share my experiences on this hotel; one which they actively recommend.

I'm only glad I'm posting this review without having spent any money with this hotel - I would advise caution if dealing with this establishment...

My partner booked two days accommodation to stay at this hotel for us due to nearby appointments. The only clean thing in the room was the bedding. In the first day the hot water was hit and miss day two no hot water. When I called to report the fact there was no hot water to the male staff member from the hotel that answered the phone he said he was not on site and needed to ‘get a technician’ I asked when this would likely be as I have to travel back home in the morning. He said I don’t know and laughed at me down the phone. I expressed that I did not find it funny that we have paid for hotel accommodation without the fundamental things that you expect. I expressed I would need to complain if this was not able to be rectified I was told ‘use the downstairs shared facility’. I expressed I should not need to do that as my partner has paid for a room with facilities and since he is now at the local hospital I do not feel comfortable sharing. I asked for a refund and was told by the hotel staff member:’what do you want hot water or your refund?’I then expressed I would like a refund then I was told: ‘ I don’t know I need to check with my team’. Another issue I experienced during my stay was when I left the hotel room mid morning and almost got struck by a huge heavy blue laundry bag of around 3 feet being thrown over the stairway have by a male member of staff that then realised that I was almost struck over the head by this. The man then called out ‘are you ok?’Health and safety in this hotel is clearly not a concern. I would not wish to stay in a hotel like this again as there are clearly health and safety standards and basic expectations that are not provided when you are paying for...

We booked a one night stay at the Church Street Hotel in August this year. We really liked the eclectic style of the hotel and at first were pleased with our choice. We came back late after seeing a show and it was raining and on returning to our room we found that water was streaming down one wall onto the TV and table/chair underneath where we had left some of our things which were wet. There was a big pool of water on the floor. Because the reception isn't manned in the evening, we had to call a number and wait for someone to come to the hotel which took nearly an hour and when they came they did not offer to move us so we ended up sleeping in the wet room. Also worth noting that the hotel takes a hefty deposit from you when you arrive in case of damage to the room during your stay. The next day none of the staff at the hotel mentioned or apologised for what had happened even when we checked out. I emailed the hotel and said that I was really disappointed with their response to what had happened and they emailed back apologising and offered us a complimentary stay to give them another chance which I accepted. When I contacted them several months later to book the complimentary night's stay I received this response by email - "I am reaching out regarding a recent communication where we mistakenly extended an offer of one-night complimentary stay. Please accept our sincerest apologies for this oversight." So they had withdrawn the offer without explanation. Whilst this hotel looks good in photos, the customer service is the worst I have ever experienced - they clearly don't care at all about their guests. I'd avoid at all costs if you don't want to risk a soaking...