Mornington Hotel London Victoria — Hotel in London

Please Please do yourself a favour, do not stay at Mornington Hotel London Victoria.

From April 29 to May 3, 2023 we stayed at this hotel.

The experience we had at this hotel was extremely terrible. The services and their practices were unacceptable. The responses from the management of this hotel were disappointing and dishonest!

First of all the hotel did not deliver what they promised. We had contacted the hotel a couple of months ahead of our stay to ask for a room on the ground floor because my husband is handicapped. Nicole from the hotel answered our request. She informed us that we would be placed in a room on the ground floor. Upon arrival we were told there was no ground floor rooms available. We were placed on a higher level with four flights of stairs and no elevator. It was excruciatingly challenging for a handicapped person.

Secondly on the third day of our stay when we returned to our room in the evening, we were beyond shocked to find that our room was in such a horrible state: our bed was not made, the floor was dirty, it was covered with objects that were not even ours, the bathroom sink was filthy, the cups and spoons were not cleaned at all. There was no shampoo, conditioner, or coffee, etc. I went to ask an employee at the front desk to follow me to have a look at our room. He was very surprised to see our room in such a messy state.

This is unbelievably inappropriate and unacceptable practice from a hotel in London. The other shocking and unacceptable practice is the hotel’s cleaning practices. We were told “just rinse your cups in the sinks, our hotel never washes our cups and spoons with soap detergent.” When I asked an employee for some dish detergent or any other cleaning supplies they have to clean our cups and spoons, he offered to rinse the cups himself in the toilet room located beside the reception desk. Furthermore, he informed me that this hotel only rinses the dirty cups and spoons without using any cleaning detergents at all.

This is so unhealthy and not hygienic at all.  In all our years of traveling, we have never encountered any situation like this before. We are frequent travelers and have stayed in all different levels of hotels around the world. We cannot believe that a hotel in London, England would have such a deplorable level of service and hygiene.

We were shocked, disappointed and saddened by the responses of both the hotel manager and the hotel director when we informed them of our concerns. We sent both of them a dozen emails outlining our experiences and concerns. At first, our emails went unanswered. When they finally replied, they did not take any responsibility or offer any resolution to our complaints. In fact, they chose to blame, point fingers, and manipulate the situation by telling us conflicting stories.

We asked them to refund us for the two nights we had the issues and problems. They offered to compensate us by refunding 50% back for one night only. We wanted to move on so we informed them that we would accept the offer. Shockingly they ignored us again and did not honor the refund that they had promised us.

From our experience, we can confidently say that the management team of this hotel is less than professional. The hotel practices and guest services were unacceptable especially in a renowned tourist destination such as London. It is a shame that this hotel left a permanent negative impression on us and on our...

I stayed in room 402 which is the top floor with no lift. Nicole on reception was excellent, she arranged for me to check in a little earlier as I needed to make a work call at 2pm. She offered to help with my case and rang 5mins after I had reached the room to check if everything was OK. Excellent customer service. The room was compact but really well designed and carefully thought through. It had been refurbished to a high standard. Super clean bathroom with powerful shower, plenty of hot water and good quality towels. Really nice Rituals toiletries. There was a hospitality tray with tea/coffee/biscuits, and a hidden space behind a mirror with an iron/board and hairdryer. Large TV with excellent range of channels. The room was very warm, the window did open a little (and needed wedging open to remain open) but there was also aircon. I just prefer fresh air. It was quiet, the bed was very comfortable, as were the pillows. The room was as well equipped as a Premier Inn hub/very similar furnishings, slightly more space, plus hospitality tray. Value wise this was much better, £45 cheaper than the hub. I would definitely stay again but would request a room on a lower floor, I'm a bit unfit and struggled with my small wheelie case and heavy rucksack to make it up 4 flights. My issue not the hotel. Later that evening I received an email from the manager checking if everything was OK and giving more contact details. It felt like a genuine interest in customer service and wanting to ensure guest satisfaction. I see this as a very positive sign. I checked out this morning and spoke to Nicole who again asked about my stay and I shared a few suggestions to improve: Put Hand wash/soap in bathroom - I used the shower gel to wash my hands, soap much more useful than body lotion. There were 4 light switches by the bed, only one turned lights off/on. 3 did nothing. There was another light switch on the bedhead for the spotlight which didn't work. Electrician to snag. The safe was closed and locked - housekeeping to check I would have appreciated a shelf in the bathroom for toiletries, hardly any space around the sink but there was a toothbrush holder. There was a very small bedside table with store below. The room phone occupied the surface so nowhere to put your own phone, watch/jewellery, glasses/TV remote.

These are all minor items which are easily addressed.

Overall I thought it was excellent value for money, great service and I would...

As a lot of people are saying; “the rooms are quite small.” Which is totally fine when you’re out and about exploring all day. The rooms are clean and comfortable and very cosy! For location, it cannot be beat! You’re basically a 20minute walk from anything! Just down the road there is a Tesco and Sainsbury’s with very affordable food options (as eating out can get quite expensive after multiple meals a day) and there’s other transport options such as bikes and buses as well. A major downside for us both was the staff. We narrowed it down to them working long hours, as it’s staffed 24hrs, but there wasn’t much in terms of friendliness. When we checked in, we could barely understand the man at the front desk. We had just gotten off a 13hr flight and it was 6am, we just wanted to shower and eat breakfast and it took ages to get things sorted! The walls are quite thin we found as well. Every few minutes, you hear a plane from the airport fly over. From 6am til about 9/10pm, there’s a plane every few minutes. We were staying in “the basement” as the man called it, and we could still hear this. We had loud neighbours at one point and could hear EVERYTHING.. As for the daily room service.. my husband and I would leave 8am and come back between 2 or 4pm daily. With the rooms being so small, you would expect them to be cleaned and ready to go again before late afternoon, right? We either would come back and it wasn’t done, or come back as they were cleaning it. We came back at 4:30pm and found the woman was cleaning it, which was fine, we ate our late lunch upstairs while we waited. 20minutes later she comes up and has a drink (again totally fine) and then stays upstairs talking and laughing with the woman behind the counter for about 10/15minutes, so we fingered our room would be sorted, go inside and no, it wasn’t. Through our stay I had to go ask for fresh towels, soaps and toilet paper because again, our room hadn’t been serviced in 3 days. Our room key kept not working as well. Every time we went to use it on our door it wouldn’t unlock, so we would have to head back up the staircase and get it reset... every... time. If it weren’t for the incredible high we were on because of how beautiful london was, and how much fun we were having, we couldnt over look these issues. But thankfully we had a fantastic experience outside of the hotel. Would I recommend this place?- yes! Just be prepared that it won’t be the most welcoming or quiet...