Dreamtel London Kensington — Hotel in London

STAY AWAY BED BUGS DIRTY SMELLY AND “BROKEN” AC

My nightmare of a stay started when I arrived and found that the air conditioning did not work (it would turn off automatically every time I turned it on, being very clearly in auto lock and not able to control manually from the room) and my room was boiling hot, 29°c as was written on the thermostat (see pictures). I booked this hotel, specifically for the air conditioning as I suffer from hyperhidrosis and struggle with heat so naturally after not being warned about the lack of air conditioning whatsoever, not before my stay or during my check in, I came back down to the reception and asked why my air-conditioning was not working. The woman at the reception who was pretty unaccommodating told me it was broken (which it clearly wasn’t and after looking deeper into your reviews it clearly was a lie as you have reviews every month of someone saying the same thing) and someone was to come and fix it tho she did not know if it would be before I left, after I asked for compensation it magically reappeared the following night. Tho I was grateful for finally having the air conditioning, this was only the beggining of this nightmare of a week at your hotel. I woke up covered in bed bites (see pictures) I immediately went to buy essential oils to protect myself, as well as ironed the bed, sheets and carpet every single night and yet nothing worked. I saw one bed bug tho I was not able to catch it as they are small and hide very well, and there were black stains on the bed showing proof of the presence of bed bugs (which I found out from my doctor later). I repeated that every day and yet woke up every morning covered in more bed bites to the point where my entire body and face was disfigured which proves that you not only had bed bugs but are SWAMPED with them there must have been hundreds for me not being able to kill them through ironing and tea tree oil so no need to try and say I brought them to the hotel as with that amount of bites (over a hundred of them again I have pictures to prove it) it cannot be possible and after later looking at your reviews I found multiple people mentioning bed bugs as well which is further proof and I was not able to sleep a single night from the itching. I ended up ashamed of even going outside because of the state of my body and face, the itching was unbearable, I had to go to the emergency room as soon as I arrived home as I had swelling everywhere due to being allergic to the bed bites, had to pay extra doctor fees as well, on top of the money I spent on the tea tree oils in london, had to throw away my suitcase at the risk of bringing them home as well as my pillowcase and night hair bonnet. Not only has my stay costed me over 775€ it also costed me all those extra fees and loss as well as my own health. I am under multiple medications for the allergies, I cannot go outside even tho it is summer, as I am completely disfigured, so it has costed me my mental health as well, as I have severe social anxiety already this has only made it worst, tho it is now starting to get better and nowhere near as bad it was when I was in your hotel which is further proof that the bed bugs were very much yours. I have a doctor’s certificate as well that attests of my bites.I travel every 3 months to London and have stayed in many hotels, some much cheaper and not once have I had a bad experience or left a negative review. This hotel was dirty, smelly, unsanitary, had bedbugs, gaslighting rude staff and fake promise of air conditioning. I am traumatized. And of course they have completely ignored any of my requests nor have yet...

To whom it may concern,

I am writing to formally raise a serious complaint regarding our treatment at your hotel and to demand an immediate full refund for a booking that was not honoured.

On 15th of April 2025, upon arriving at your hotel, we were met with unacceptable behaviour from a staff member identified as Ms Otee. Prior to our arrival, we attempted to contact the hotel by phone over 100 times, as we were having difficulty locating the premises due to inconsistencies in the map location. Despite our repeated calls, no one answered, leaving us confused and anxious.

When we finally arrived, Ms Otee responded to our confusion and concern with unprovoked aggression. Instead of assisting us, she displayed hostile, threatening behaviour, including threatening to remove us from the premises and call the police — which she did. When police arrived and assessed the situation, they confirmed that we had done nothing wrong and had every right to be on the premises. Your staff then told the police that a full refund would be issued within seven days, which still has not occurred.

Moreover, it must be noted that Ms Otee appeared to be under the influence of a substance, with visible white powder around her nose, consistent with signs of cocaine use. Her erratic behaviour, aggression, and lack of professionalism were deeply disturbing and further contributed to our distress. We have reason to believe that she may not have been in a fit condition to represent the hotel in any capacity.

The refusal of service, coupled with discriminatory, aggressive, and potentially unlawful conduct, is unacceptable and may constitute a breach of the Equality Act 2010. Additionally, failure to provide the paid accommodation or communicate effectively is a clear violation of the Consumer Rights Act 2015. The hotel’s actions amount to breach of contract, and I reserve the right to seek legal redress.

I demand that the agreed full refund is issued immediately. If I do not receive confirmation of this refund within 48 hours, I will take the following actions: • File a chargeback or Section 75 claim with my bank • Report the matter to Trading Standards and the Equality and Human Rights Commission (EHRC) • Initiate a claim via Money Claim Online (MCOL) • Share this experience publicly, including on all relevant review platforms

I trust you will treat this matter with the urgency and seriousness it...

Worst place I ever stayed. Couldn't get a refund. I wanted to move straight out. Just unacceptable property. 100% a no go..... WiFi doesn't work. The property is in shocking condition. This wouldn't pass as a hostel. Couldn't get a refund. Tried to get different room... Was told I couldn't had some lady that was not so nice said I have nothing to do with the rooms not my problem. The guy that was on at 11 that night was helpful and understanding and down graded our room so I could get cell service on my phone. sat on bed the mattress was so bad and is was the upgraded room ..the lower grad room had a better bed but room was smaller and still needs work... The room and hall smells bad. Room just bad... pictures will speak for them self's... everything in the room damaged. So so unhappy... Just arrived in London today.... Wife upset....can't blame her. I would love to get this property and turn it around. It has great potential.. pitty management doesn't care or owner not sure.. I do the same type of business. Said it's such a waste.... Anyway look at the pictures they paint a thousand words this is the executive suit. I can't believe any property would let out a room in this condition. If was running this place you wouldn't recognise it. Just needs someone that cares and to put in the time...All I can say is I'm really disappointed... List of problems WiFi cell reception. Everything broken old and shabby. Look at the shower head would you use it. Guys if ye fix this property up it could be special. But I'm sad to say I would not recommend staying here.... Just look at the pictures...If anyone cared how could it get this bad didn't happen overnight..... Such a shame I would love to help these guys turn this place around.... I hope they take on board what I have said and look at there own pictures and fix these things.....needs a facelift... Lights and some sockets not working everything damaged switch on wall broken... All rooms damaged some worse than others.. Noise from trains is loud..but can't blame them for that.. but everything else needs to be...