Coach & Horses (Hotel) — Hotel in London

We plan to get married in Kew in January 24 and had found this cute Pub that could host us and our guests. In 4 weeks, it was impossible to have a steady communication. The person in charge of group bookings is never there, never available, never calls back and sends emails unrelated to the questions we asked. "We will come back to you by the end of the day" was said more than 15 times, we are still waiting. They sent us "discounted prices" because we intended to booked 20 rooms, we realized that booking online was cheaper, did you think we would not check ?

If you did'nt want us or you did not want to give discount, that's fine, but just say so instead of pretending and wasting precious time.

Thanks Coach & Horses for making my fiancee stress out, all we wanted was to have a nice week-end with you.

Edit : Dear Alan, I noticed that you changed your message, your V2 is much more direct than your V1, which was very cute and apologetic. I guess you did not really care about the well being of your employee then and just starting attacking me when you realized I would not remove my review. Everything you say is false, communication was poor and the duration of the whole ordeal proves it without the need for detailed research. About the formal complaint of your employee, well that's rich, I never disrespected her nor did I yelled, all I did was to state that I was unhappy with how you guys treated us and say that I was about to post a bad review, if that is the extent of your tolerance, I guess you and your employee should change business. Btw, it's not entierly her fault, it's also because of your cheap policy of having the person in charge of group bookings working 1 day a week, a bit strange since you are literally the closest hotel from Kew Garden where hundreds of marriages are celebrated each year. You keep insisting on me contacting you but, all this time you had my number, all this time you had our emails. So I wonder on what is really important to you, is it that we fix this ? Or is it that people online think that I am the bad guy here so they can...

I stayed here with my girlfriend last night. We are extremely disappointed. We chose this location as it is very central.The rooms appeared to be quite modern which was appealing. The secure underground parking was extremely convenient for us and that was the main plus. We really had high hopes for our stay.The checking in service was good, however they could have at least had someone check in once to see if there was anything that we needed. We felt that they could have supplied essentials at least a bar of soap or a toothbrush to which the guest can take with them. There were no flannels, no milk, contact lenses were found on the floor by the nightstand.Not cleaned to a good standard.We even found a bedbug...

No indication as to where things were such as locating the mini bar when we did it , thank god we didn’t drink anything as a leaflet on the table said you have to pay for everything you drink and also the snacks in the basket so that was a bit deceiving. The breakfast is only served till 9:30.We felt it should at least be at 10:30.We travelled to the O2 the night before, the event ended late and in the morning we were going to Kew Gardens.Due to this we missed the breakfast and had to travel out by train to get a decent breakfast. This could have been easily avoided if the times had either been left in our rooms or actually reminded 30 minutes before removing the breakfast service. There are many slight but small things that could have been added to improve our stay.

Overall we felt we did not get value for our money. We felt our stay was more stressful than carefree and that was the big flaw. Waste of...

I would have rated this property 3 stars because, despite it being poorly maintained, I initially had an excellent customer service experience. However, the experience was negated when I was approached after check-out by a hotel staff member who insisted, multiple times, that I pay a mini-bar bill that I did not incur. I explained that, upon check-in, I was moved into a room early. The mini-bar in the room had not yet been restocked. My explanation was rejected. I explained again in excrutiating detail. Again, my explanation was rejected. I was questioned about whether I paid when I arrived at the hotel and if I booked the hotel directly. I stated that I did. Then I was asked, "Are you sure? Did you book through the website?" Then I was told "you must have booked through booking.com." My Uber ride arrived and the interogation finally stopped when I produced a photo of an incomplete mini-bar basket with a digital date and time-stamp on it. There was no offer from hotel staff to help with my luggage and I received no apology. Here's the rest of the story ------- housekeeping was good. The bedding, towels and glasses were clean but the property is poorly maintained. I saw two rooms. They had carpet stains, deteriorated wood above the sinks, rotten baseboards with peeling paint in the bathrooms, dirty accent pillow covers, and curtains pulled off ceiling mounted rods. The property location was right for me - an easy walk to Kew Gardens, M&S, and a short ride to Heathrow - but it wasn't worth the cost or aggravation. I STRONGLY ADVISE AGAINST...