Edward Hotel Paddington | Hotel near Paddington Station London — Hotel in London

UNSAFE- manager blames guests when rooms are burgled!!!

Hopefully this review can help at least one person AVOID the trauma that we occurred at this hotel. Our locked room was entered when we were not there and thousands of pounds worth of personal items were taken as well as passports, leaving us stuck in the UK with no option to travel home. No help or compassion was offered by any member of staff, least of all Ania, the manager.

The receptionist admitted he just worked there for one month and was the only member of staff on the property, unsure of what to do in such cases. On the phone, the manager shouted at me that she would only deal with the police on this matter as she had no proof I was telling the truth.

On arrival, the police identified the lack of security in the hotel and the case is currently under investigation but that doesn't help with the horror of what we had to experience- rude staff, the manager's refusal to move us to a safer room away from the faulty fire escape, the smirk of the manager when telling us that there was no way our room was entered (although the police acknowledged that universal key cards for such doors are easily purchased online). I was beyond shocked by the fact that Ania, the manager did absolutely nothing to try alleviate the stress and upset we endured at the hotel and only served to increase our frustrations by policy bashing, showing a complete lack of compassion or customer service training.

No compensation was offered but the most frustrating thing was the patronising way we were told that no one could have possibly been in our room. I can't put into words my frustration. I am currently in the process of liasing with the embassy, insurance company, London Met police and my solicitor following what was supposed to be an enjoyable weekend with my family- if you have any sense you will avoid this hotel so you never have to endure the same stress, frustration and upset. The owner of this hotel, if they have any sense at all, will review the merits of employing such a rude, sarcastic and poorly trained manager if they place any value in the satisfaction of the guest who, however foolishly, choose to stay at...

Louis Vuitton bracelet was most likely stolen here as well as a foot bracelet we bought from Greece. We left our bags to go explore the city before checking out. Bracelet and foot bracelet were stored at the bottom of an LV bag (we were stupid to not put it in a safer place but we were naive in thinking nothing would happen in a first world country). Once we got back, our door lock was changed and it took them three different times to reactivate it. Never opened the LV bag until arriving home in a different country only to find the bracelets gone. Not worth it to dispute at this point.

Edit in response to owner: As I said, it was on us that we didn’t properly store all valuables. That still doesn’t justify stealing. The stolen jewelry was in a small bag mixed with a bunch of other jewelry. In no other situation on the way home would someone even have had enough time to pick and choose what they wanted and neatly store the rest back in the bag as if nothing was tampered with. The LV bag was not opened or checked at any of the airport screenings. We also absolutely didn’t have time to check the valuables upon checkout because we were in a rush to catch the train to get to the airport. Even more so after not being able to access the door twice over.

« Your accusations are utterly horrific » Maybe you should ask all your employees before you’re 100% sure that these accusations aren’t true. They’d never admit to it anyways. I took this as a loss and left it alone for almost a whole year because I knew it wasn’t going to go anywhere. Only recently I decided to write this review with the sole purpose to make a record of it. If the hotel has no further reviews accusing of stolen valuables, people will see this as an isolated event and assess their own risk accordingly. Take it...

Was looking for a place to stay for 1 night after reading festival and as it was pretty late we wanted to get as much sleep as possible. Called beforehand to ask what is the latest time we could check out and the receptionist said 11am is checkout but if you leave before 12pm then there will be no additional charge. When we arrived to the hotel at about 4am the receptionist said that he thought we were already at the hotel and since we were only just arriving he wouldn’t let us leave at 12pm.

We pointed out that he never said that on the phone and why did it matter if we were just arriving. He then said he was the manager and he wouldn’t let us leave a second after 11am without charging us extra. He then lied and said that he told us on the phone there would be charge. He was extremely rude to my girlfriend when she was just asking why there was a charge.

He also said if we thought about leaving then he would make sure we didn’t get a refund with booking.com and say that it was our fault. The guy was very very aggressive and I felt like he was going to fight us. It was like talking to a drunk guy outside of a bar. He finally got a tiny bit of power in his life and was taking it out on two 21 year olds.

We decided to just go to the room and sleep and left about 11:30 the next morning anyway. We told the morning receptionist what happened and he was much nicer. He said that that guy last night was not the manager and that there was no charge for leaving before 12pm and he just made that up. That guy needs to be fired whoever he is, he obviously has some emotional problems and can’t deal with people.

All of this is not to mention that the room is absolutely tiny and cramped with no conditioner, toothpaste and the...