Henrietta Experimental — Hotel in London

Sadly Henrietta Hotel did not meet our basic and general standards. Firstly, the room size was ridiculously small and not adequate for two people. Apparently a queen sized bed was squeezed in the room - the space to walk around the bed was approximately half a metre. There was barely room for our suitcases. The kettle was squeezed onto the edge of the sideboard TV table. The bed mattress was firm as were the pillows. Ok, we got over that (especially as we were staying for two nights). The most disappointing aspect of the room was entering the toilet/shower room... wow!! I could not believe my eyes!! the toilet/shower and sink was squeezed into a small cupboard sized area with a sliding door and unless your a female dress size 6 - you might be ok to fit in this space. But for an average sized person; this was definitely a squeeze and unpleasant. Trying to sit on the toilet was like doing a six point turn to park; you are basically wedged against a wall and the sink. No comfort at all!! If I was any bigger - I would need to be hoisted out. My husband stupidly had a shave and the sink plug refused to pop up, making it difficult to drain the water. I had to use the cup to put the the water into the close-by toilet. The air conditioning in the room was either too cold or too hot. At night, there was a constant hum and intermittent darth vader breathing noise from outside the window (which faced the rear of the hotel). Then we were woken by more noise at 4am on one day and 5am on the other day - someone banging a hammer or similar. My observation of the staff; one young asian male reception staff was really pleasant (in fact nice, gentle and friendly), he was taken over by another middle-age asian male who was matter of fact and not welcoming. Now for the nit-picking - it says no smoking when staff smoke in the car park area - so it is not entirely a no smoking zone!

I'd like to ask how the Raddison chain have collaborated with this hotel. This was also queried by an American guest who was speaking to the reception staff at the lecturn looking reception desk. I was waiting behind the American guest when he queried how the hotel could be connected to the Raddison group as he felt the quality was lacking. Exactly my sentiments!

Lastly, the responses from Joanna Tutak on google reviews - I'd like to say - Joanna, you are not listening to the guests review write up. This hotel needs basic improvement and by squeezing beds/toilet /shower / sink into a small room to make more money is sad. Please take on board the feelings and do something positive. As you can read, I am disappointed and having a few ornaments in the downstair area does not make this hotel 'Boutique'. You'll be pleased to know we will not be returning. The pros: Decent breakfast, decent breakfast staff and the hotel is relatively close to Bath town centre...

I have had two experiences here. One where I stayed there and one where I needed to cancel due to illness. In general, I'd consider this the most overrated hotel in London at the moment. First, I stayed in one of their suites. One should know their suites do not have elevator access, so if carrying heavy luggage this is an issue. Second, I'd consider the "suite" more of a "room". I frequent nice hotels in London, this does not warrant the price tag or term suite. The room I was in did have a nice miniscule balcony with a view of the London Eye, which was a plus, but it again is overrated. Third, the hotel is literally in Covent garden. Directly across the street. Meaning it is incredibly touristy and crowded right outside your door. Lastly, regarding my stay, it's just a small, decent, no frills hotel in a city of very nice, much better options - particularly at this price tag. In regards to my experience cancelling, I had booked this twice upon initially reading all these glowing reviews, and despite my better judgement kept the second reservation due to proximity to my office. That said, I became incredibly ill with a very nasty virus leading up to my stay. Approximately 2 hours post my cancellation deadline, I reached out to the hotel asking for them to still honor my cancellation terms and explained my situation. They responded without even acknowledging my illness and flatly said no. I then responded asking if I could shorten my stay, hopeful I'd recover, to which they didn't even reply. So beware they are inflexible and clearly don't care about customer health - they would have preferred me stay at the hotel contagious vs making a minor exception (46 hour cancellation vs 48). Generally I'd...

Extremely shady business. Double charged our 3 night stay first with points through chase travel then directly on our credit card and made up stories and excuses along the way.

Long story: Flew out and landed in London on Saturday March 22, the day after Heathrow was closed due to the power outage. Had called Chase travel proactively to understand what the cancellation policy was if we couldn’t make it to London. We landed without issues and checked in the day we were meant to on March 22 and all was fine except they put us in a smaller room than what we paid for, which they blamed Expedia for the glitch in the system for not properly communicating those details (expedia is chase’s booking partner). They told us they would refund the difference of 60 pounds per night (180 pounds total) if we stayed in the smaller room - which we obliged.

Come time to check out on March 25, they tell us that Expedia cancelled the reservation and that they needed to take our card info to charge if that cancellation did end up going through as security. The reservation was never cancelled on Expedia/chase’s end and we were charged directly again on our credit card for our stay.

The hotel tells chase that we were no shows which is comical given that we have photos taken in the room from March 22.

They then changed the story saying that Expedia did cancel the booking and that we were getting a refund - but for a lesser amount than what we would should be receiving.

Net/net: Spare yourself the headache and wasted time and stay elsewhere. Clementine the manager and her group or unhelpful staff did nothing but make every step of the way more...