Hatton Garden Hotel | Crown Group of Hotels | Hotel in Farringdon | Hotel on Hatton Garden — Hotel in London

NOV 2024: More than 2 years later, the hotel has replied. If they were sincere about making it up to me, it would not have taken this long.

I’ve been in London for the past 2.5 weeks for exams. I did not mind paying a bit more to stay in a quiet and clean place in a convenient area. Before booking my stay at this hotel, I read a few reviews given by short-term travelers which did not reveal any major issues. I booked a room for 15 nights. Having stayed at this property for more than 2 weeks, I believe I am well-placed to give a review about my stay.

Airconditioning. I booked my stay at a new property hoping to avoid the usual air conditioning issues that come with old places. Unfortunately, on my third night, I woke up at 2am to find out that the temperature in my room was 38 deg celsius, despite the temperature being set to 19 deg celsius. Instead of being able to get enough rest, I spent close to 2 hours resetting the air conditioning panel trying to lower the temperature. I ended up spending the night in a furnace.

The next morning, I explained what had happened to the staff and requested that they get the air conditioning checked out. I requested they do so while I was out in the day so that I would not have to deal with the same issue when I returned back at night. I returned back at night to find that the problem had not been solved. Not sure why a technician was not called even though I had alerted them of the problem. When I went to inform the staff, they did not bother offering me a replacement room, despite acknowledging that the air coming out of the air conditioning unit was very hot. Two men from the front desk then came to my room to fiddle around with the air conditioning panel, trying the exact same things I had done the previous night. They were clearly not technicians and traveling as a solo female, I was not comfortable with the idea of two men in my room in the middle of the night but there was no alternative for me. The problem was not fixed for another 2 hours and by this time it was close to midnight. I was still not offered a replacement room and told to sleep in the same furnace. The only thing offered to me by the hotel was a small fan.

The next day, as I was leaving for a class, the front desk told me they had a replacement room for me, but that I had to move my things out of the room before 12pm. Nobody had informed me that I had to be packed before 12pm if I wanted my room to be changed. I was not even told there was a new room available. I told the staff on duty that I was on the way to a class and could not be late. He told me that the hotel staff would enter my room and move my belongings. This was very unprofessional. What kind of hotel staff would threaten to touch their guests’ belongings when the guest is not around?? Would the hotel have been liable if anything had gone missing?? I insisted that the staff were not to enter my room but I will never know if they did.

Throughout my stay, the air conditioning would have problems every 1 or 2 days. Sometimes it would switch off and not turn back on. Sometimes the temp could not be adjusted. Even on my last day I saw technicians around; clearly the problem has not been fixed. I ended up having to sleep with my window open. As my room faced the main street, this was extremely disruptive to my sleep and rest.

WiFi - the WiFi speed is dismal and I ended up using my phone for hotspot. From the speed check test I did, the speed is clearly below average. I could not watch any lecture videos at all as the video would always be buffering. For a hotel that has a ‘conference room’, you would expect much better wifi. Save yourself the grief if you need to attend any zoom calls. You’ll be better off elsewhere.

Staff - The staff here have clearly not received any hospitality training. If you are unlucky like me and require their assistance with anything, good luck. They are rude and unprofessional and do not empathize with their guests’ problems.

Better options elsewhere. I have photos of all the claims above; am happy to...

It was the worst experience I had in my life visiting a hotel. Very bad service, to start they checked us in and when we went at the room at 14:55 the room was not ready plus the cleaners were on their phones. The bad thing here was that any typical hotel with good service firstly checks if the room is ready and after approves. Once it was ready, they put only one towel even though we were two in the room. Up to now I talked with reception 2 times. Secondly, the worst was the bed. It was better to sleep on the floor. This bed once you get on it you can feel its like a rock and does not move or change at all. At the night of the stay we could not sleep at all. We tried to put pillows under us but nothing changed. In the morning I called around 8am to tell them if possible to bring us a duvet to put under to at least sleep for 1-2 hours before we leave. They brought a duvet and even though they know we are double room, they brought single duvet and it was full of dirt. You may see the pictures. I asked to talk with a manager but the told me to send an email, so I had to open my laptop and start explaining with email what the issue was. I also called booking to express my disappointment and even the call agent of booking told me that she also can sleep on hard mattresses and she totally understands.

Up to now I waisted too much time talking with the hotel, writing emails, and at the end of the day did not sleep st all, which is the reason someone books a hotel. Total disaster, they should actually see this as feedback and try to get better.

Finally they decided to make 50% refund of my full booking which was 3 nights. So the charged me also half of the next day even though I left and went to another hotel which was excellent and did not waist my time and most importantly slept.

The hotel management shows that they only care about the money and not the customer. They answered without empathy and without awareness that we are humans and not robots.

I am still waisting time for writing all this to save other people of loosing their sleep and time of enjoying london, than having to talk with such a bad management and awful...

Booked as a last minute break. Considering it was booked short notice (booked less than 24hrs to check-in) I considered it decent value.

Reception clean and aesthetically pleasing. Check-in nice and easy. Completed online and was given room card at desk upon checking ID for their records. Took the lift up two floors.

Room was small (not a bad thing) with no special view (again not a bad thing). Large window allowing lots of light in. Extremely practical with storage. Tea and coffee making facility within wardrobe area with biscuits, mini fridge stocked with muffins, and mini milks. Safe. Desk contained hairdryer. Mattress was very hard and uncomfortable so that’s the only downside but of course others may appreciate the firmness. Walls a bit thin, or rooms a bit close. Either way could hear other people passing or talking (again a non issue personally as it didn’t feel “rowdy” or invasive. Was only noticeable at odd moments.) TV was large smart flat screen with Netflix and YouTube. Worked excellently.

Bathroom had wonderful underfloor heating. Sink had underneath cupboard which was handy for storage of toiletries and make up I brought and spare towels. Shower was excellent with numerous settings.

Very impressed by the cleanliness of the room. Even things like the kettle were clean so very very happy with that! Felt very comfortable because of the high level of cleanliness. Towels changed and bed made and bathroom cleaned everyday.

Service was excellent. I requested an extra duvet (I didn’t want to share with my partner haha) and received it within a minute to my room. I ended up sleeping on it as an impromptu comforter and sharing the double duvet provided.

Nestled in streets of jewellery and diamond shops. Was in a quieter area of London city. Not far from Farringdon station. Easy to get on the tube and get to where you need to be. Definitely my preference.

Would definitely consider...