Hotel Saint — Hotel in London

HORRIBLE CUSTOMER SERVICES. ABSOLUTELY UNPROFESSIONAL. Don't worry, I will let everyone know !

Unfortunately, after a few exchanges during my stay at the hotel, it has been complete radio silence since my departure, despite several follow-ups. I never received any response from this hotel. I strongly advise against staying there.  You can read the issues below.

Dear Sir/Madam,

I am writing to you today to express my dissatisfaction following my stay at your hotel. I arrived on June 23rd for a business trip and booked a Deluxe Botolph City View King suite for 10 nights, seeking peace, rest, and quality service. To my great regret, I am shocked by the service provided by your hotel.

To begin with, I leave for work at 8:00 AM. Upon my return at 6:00 PM, there were two occasions when my room had not been serviced by your staff. How is this possible when staying in one of the best suites in the hotel? Moreover, when the room was cleaned, there was no restocking of the vanity kit and toothbrush. I had to call reception to request these items!

Furthermore, I am surprised by the sound insulation of the room. I can hear the music from the rooftop.  Additionally, for the past few days, people from the rooftop have been gathering on the 13th floor, and I assure you, it feels like a concert with how loud they are in the hallways. I am in suite 1304, opposite the elevators, and it is unacceptable for these people to disturb hotel guests in the middle of the night, especially considering the price we pay for these rooms. Can you explain this? At 400 pounds a night, I find this unacceptable.

I requested a pressing service, for which I paid a considerable fee. When I retrieved my items, it turned out that the shirts, which were supposed to be ironed, were not. One of your employees had to iron the shirt herself because it was done so poorly and hastily. When I complained to one of your receptionists, they responded that it was not their fault because it was an external service. I am paying for a service; it does not matter to me whether it is done internally or by an external provider. You must check and control the work of the people to whom you entrust clients' belongings. Moreover, I was told that your laundry provider was closed, and there was nothing that could be done without offering me any solution. I had to go down to reception to resolve this matter, and one of your employees kindly took the shirt to iron it herself. Additionally, I was charged for the service without my knowledge, without being able to verify the bill and the work done! Naturally, the shirts were in a deplorable state, and I had to iron them again.Find attached the proof

I initially reserved from June 23rd to June 28th and then renewed from June 28th to July 3rd. When I returned to my room on the afternoon of June 28th, my access to the room was blocked. I had to go down to reception to ask for an explanation. I do not understand why I was not informed beforehand, especially since your colleagues saw me pass by for several days without notifying or stopping me to explain the procedure.

After a few exchanges while I was there, they told me they would issue a refund for the shirts. Of course, once I left, they asked me to send them the shirts, but also the purchase receipts! As if we all keep the receipts for the...

My first impressions of this hotel were amazing, friendly staff, helpful and very professional staff.

But sadly by the end of my 2 day stay I cannot stay I had the same impression of this hotel. I booked the trip as a surprise for my boyfriends birthday and checked out of the hotel on the Sunday. On the Monday I had £300 taken off my bank card with NO communication from the hotel, no email, call or anything. I immediately called the hotel and was greated by a very rude member of staff who said that there was damage in the room, I explained I had made absolutely no damage whatsoever in the room and wanted a manager to call me. He responded and said 'whatever, the charges have already been processed we can’t do anything’. He then said a manager would call me back, I had no call. My boyfriend also called up 4 times and was told the manager was busy. He asked if he could be called back when the manager was free the response was 'I don't know when the manager will be free call back later'. I emailed the Monday, followed up 3 times and eventually got a reply on the Wednesday.

After multiple emails going back and forth the manager of this hotel did not seem to care about the issue and has never replied to me since. I was accused of damaging the room with balloons when the room already had damage, I didn't take any images as in the moment it was a surprise for my boyfriend I didn't expect to leave a high end hotel in London and be accused of something I did not do.

I was sent no evidence explicitly showing any damage that I had caused and instead was sent images that the cleaner had took of the room on the Saturday whilst we was out for the day just showing I had decorated the room. You could clearly see marks were already in the room not where any of my decorations were. The cleaner also took some of the decorations down. Firstly it is uncomfortable that a cleaner is taking images of guests rooms when there belongings are in there. AND if there was a problem with this rather than blindsiding a customer and taking a huge amount of money from their card why did no one put a note on my booking at check out to discuss this or leave a note in the room the Saturday asking for me to go to reception if there was an issue? No instead you randomly take huge amounts of money from customers cards with no communication to try and what it looks like to me scam them!

The manager refunded me in the end half of the charge but not the full amount so if there was damage like was said the hotel would not have refunded anything it is obvious they are taking advantage of customers with no solid evidence, poor customer service, poor communication and overall just a completely terrible experience. But the principle is I have still been charged for damage I did not do.

Please avoid this hotel at all costs!! I had an absolutely awful experience and would hate anyone else to experience the same as me with all the hassle, stress and lies.

Would not recommend anyone...

Pros: Conveniently located next to the Aldgate Underground Station Clean

Cons: I did not feel that we were properly greeted at check-in. I am an "I Prefer Hotel Rewards" member, however I was not welcomed as one. We were here with another couple and they were welcomed this way and a gift and note were left on the desk of their room. This didn't bother me until I saw a bag of the gifts in the hallway, so I went to reception to double check that my reward status was indicated and they simply said it was.

We were early for check-in, which I had indicated to the hotel would be the case and that we were fine with leaving our luggage either in our friends' room or in the luggage room, but the gentlemen at reception acted as if this was an inconvenience for them, even though we expressed no desire to get into our room as we understood that we were early and happy to wait.

The rooms are very small, however I know this is typical for hotel rooms in city centers, so I can't fault the hotel for that

The "King" bed is a "UK King," which is much smaller than a typical King bed. This is fine if you're expecting it, but I stayed in another King room in London (near St. Paul's) on this same trip and we had a true King bed. I believe the fact that it is a UK King should be indicated on the website.

Speaking of the bed, the pillows were very uncomfortable. Both my husband and I woke up with neck pain.

They provide housekeeping on the 3rd day of your stay. I left a generous tip for the cleaners and yet we were given paper thin towels to replace the very nice, fluffy towels we had upon arrival. The nice, large, fluffy towels had been a highlight of our stay, so this was extremely disappointing.

While the website warns you that Jin Bo Law Sky Bar is independently operated and hotel guests are not guaranteed entry, I tried to go up every day of my stay (while dressed nicely) and never made it up to see the view. I would definitely heed the warning of the website and recommend pre-booking if your heart is set on visiting the rooftop.

Overall, I would stay here again for a quick trip due to the location and cleanliness, but I would not recommend a weeklong stay, which was how long...