Mornington Victor Hotel London Belgravia — Hotel in London

My stay at this hotel was in September 2024. On the day of check in, the room assigned to us did not have any working electricity except for room lighting therefore the plug sockets, the TV, the phone and the thermostat/air con was not working at all. We informed the front desk however it was night time and all other rooms were fully booked so we were offered an alternative room possibly the next day. This was stressful for us because we had travelled from another city to stay in London for the weekend for a trip. Our phones were running out of battery and this meant we were unable to keep in contact with our families and we were worried about our travels the next day due to relying on our phones to plan our travel. Our sleep was poor because the room was hot and we were unable to use the aircon.

The next morning we could not even use the kettle to prepare our breakfast and had to leave for our travels on an empty stomach due to lack of working plug sockets. The next day we were given an alternative room where the plug sockets worked however, the lights were constantly flickering in the bathroom and the bedroom. We informed the front desk of this also but no action was taken. We had spoken to two different members of staff at the front desk to speak to the manager and neither of them had acted on this either.

I was disappointed that on three occasions of speaking to different front desk staff members, neither of them had communicated to each other about the issues with our rooms or taken any action and we had to re-explain each time. Finally on checkout we gave our feedback and the front desk staff said the manager will be in touch with us but we did not receive any communication from them.

(There were other issues not mentioned to them but I did not have the energy to complain when they could not fix basics like electricity. Their carpet is loose and not fitted to the floor so it’s easy to trip on them on the staircase. The bathroom in one of the rooms smelt like sewage and we had to keep the bathroom fan/light on all night and day to keep the smell away. When I could use a kettle, its safety feature to turn itself off and stop boiling once it reaches boiling point did not work so the kettle continued to boil and not stop until the water in it evaporated which seems unsafe etc etc )

We had to send an email to the manager explaining the above and eventually got a response where we were offered a 10% refund which we accepted, but did not receive the refund so we had to go through booking.com to raise the issue to get 10% refund back so this was even further inconvenience. This hotel is not 4 stars as it claims, it is tacky and the experience says it all. I’ve stayed at 3 star hotels like premier inn and travel lodge that have provided more basics at a better level than this hotel did. I thought the expensive price meant I would be in a reliable hotel but this was not the case. In my opinion I would have expected a full refund given we paid such a high price and the experience was terrible. If you want to avoid stress and expect to receive the services advertised then avoid this place at all costs. I’m giving 2 stars because I had a roof over my head but...

Edited due to GM response: First i did this google review first, then copied to trip advisor, not the other way around. And you should’ve expected it anyway.. i have also reported this hotel to expedia for unprofessionalism the time and effort wasted. Be ware people if you see the GM’s response to most of negative review, they were all sarcastic apology. Second, moving location IS NOT an upgrade. Imagine if you NEED to be in location A, but they offered you to be in location C on THE DAY YOU ARE SUPPOSED TO CHECK IN. And they expect you to be happy with a ‘FREE BREAKFAST’. I also forgot to mention that when i called the property, they lied that a colleague had tried to contact me the day before twice. I WAS ALWAYS on my phone, there was no misscall, nor voicemails. And they could’ve texted or messaged me earlier if that’s the case instead of doing it on the day of the check in. You can tell how they manage this property from their management’s attitude.

Be smart!

———

Don’t book!

The hotel contacted me on THE DAY of the booking that they overbooked themselves and wanted to move me to another location far away. The only reason why i booked this lousy hotel despite all the bed review is because of its location, i HAD to be around that area.

At the end expedia sorted out a refund, but i had to rush finding a new accommodation.

Not to mention i was travelling with my 9 year old son! And they KNEW- i mentioned upon booking.

To be honest it was kind of a blessing at the end that i didn’t have to stay there!

We decided to spend £40 more per night and booked citizenM hotel, which was FANTASTIC!!

Honestly, be kind with yourself and avoid this property. You live only once, avoid the stress they...

Update: We did receive compensation finally, after hounding them for it, and only after I wrote this review. Still would not recommend this hotel at all.

Original: We booked a month in advance for a room at the Victor Hotel for three nights. The whole booking experience was very strange as they first cancelled our booking with no reason, and then sent a dodgy link to pay for it. We did and requested email confirmation that our room was booked, which they provided for us. When we turned up to check in, they had completely lost our reservation and sent us to stay in a completely different part of London at a sister hotel (that experience was not great, and there were problems with that hotel, including flooding). The Victor told us they would pay for our taxi to the new hotel (they did not, and we had to send the driver in to request payment). They also told us they would compensate us for our booking because the reservation error was on their part, but they never did. I have emailed multiple times now and called, but I keep getting passed around from person to person, but no one is able to do anything. They keep telling me to contact the manager, Silvija, but I can't ever get through to her. Honestly one of the worst experiences I've ever had booking a hotel or just trying to get in contact with any form of customer service. If you are booking with them (which I HIGHLY do NOT recommend), keep a tight paper trail as they don't seem to keep any records of their interactions with you. Not that it will do you much good as their tactics for dealing with customers seems to be fobbing you off until you lose the...