Holtwhites Hotel — Hotel in London

We had two rooms. A double and a triple room. The triple had an interconnecting door that was paper thin and with a cheap bolt on it. My adult children, my husband, and I arrived back from a wedding at 12.30 am. We checked in at 7 pm and went straight to the wedding.||At 1 pm the guest next door to the triple interconnecting room started to shout, scream, and made very concerning noises. When asked through the door if he was ok my son was verbally threatened which really frightened his girlfriend and sister.||It was thought that the guest was high on drugs. My son went down to reception who said the hotel was full and she went up to the room to see if the guest was ok. Again she was verbally attacked through the door and was going to call the police.||We then made a decision as a family to leave the hotel at 2 am and drive all the way home. We were told at reception that a full refund would be sorted but at the time our safety was paramount. We could do this as we had two cars in the car park and two of us are non-drinkers. The others had only had a few glasses of champagne during the night.||We rang Sunday and the new reception staff knew about the situation and also said that they would offer a fall refund and someone would get back to us on Monday.||To cut a long story short we were only refunded the triple room, not the two rooms. Booking.com spoke to the hotel and they refused to refund the full amount. They had expected us to either stay at the hotel whilst we were in danger or for the triple room guests to leave and the double room guest to stay!||The incident with the guest wasn't the hotel's fault but any complaint or situation is generally rated by our company deal with the...

I would never usually write a bad review but on this occasion I feel like I have to, to make others aware.||Check in seems to get later by the year and is 4pm at this hotel, we were going to a concert which started at 4.30pm so we're unable to check in. We made the property aware and they said it was no problem.||When we arrived at the hotel, admittedly it was late, around 1am ish, we were told they had cancelled the room booking because they couldn't get hold of us... despite already being told it was fine to check in late.||Its difficult to just nip back to Enfield from Tottenham to check in.||I think the way it was handelled was just completely out of order, despite the room we booked being empty, we were then told we couldn't re-book the room, for no other reason than 'we just couldn't.' The man behind the counter actually said 'the owner would rather have the room empty' - I really would love to know whether that is the case, and if it is, what is he taking?||Fortunately after about 10 minutes we were allowed to re-book the room we had already booked once, but they added £41 on & this was only after practically begging him to let us stay or else we would be out on the street. ||Utterly shocking customer service and just ridiculously awkward.||Just to say the rooms are fine and the hotel is generally nice. I just feel this particular guy on reception was...

!!!DO NOT BOOK THIS HOTEL!!!

I had this booked for a concert but unfortunately due to the train strikes in London, the concert was rescheduled two days before the event. Therefore, I had to cancel the booking. However, when I clicked the option to cancel, it said it would be free (screenshot below to show evidence of this). I actually presented this via email to the staff at the hotel and Andrew was particularly very unhelpful and quite frankly didn’t understand why I was annoyed at the mislead information.

I am now £89 down with no help or guidance and not even offered a partial refund for their error.

So yes, don’t book this hotel. There a plenty other hotels that will be more accommodating than this and I probably more helpful staff.

EDIT: Thanks for responding to my review.. 5 days later. I can’t call between the hours provided as I work 9-5. Again, point proven that you can find better accommodating hotels… who will actually listen and address your concerns.

Unfortunately, I find it hard to believe that the staff at Holtwhites Hotel had any intention in helping me solve my issue as you say in your reply.

I also addressed the issue to BOOKING.COM and you rejected waiving the fee, so please, do not lie in the response to try look professional and say you would offer...