Park Grand Heathrow — Hotel in London

This hotel is a good ten minute walk from the Hounslow tube station, but it’s an easy and fairly pleasant one. There’s ‘first come first served’ car parking on site but there’s not many spaces, so bare that in mind in you’re arriving late. The check in process around 9:30pm wasn’t the most slick - there was only a single person working at reception and the need to request photo ID along with copying it in a back room delayed the process a lot. Also despite having had my credit card already charged for the stay, I had to present it again on a very slow machine to obtain the key.

It’s a small reception area, not the most welcoming with all the covid screens in place, but the staff member was friendly enough. The restaurant area was empty on my arrival as well as the bar, which looked good but closes at 11:30pm. There’s a good number of lifts which are a decent size and served all the floors quickly with no need to wait.

The communal areas were all clean, there’s some nice seating in the corridors and the decor is cosy and modern; not quite to the boutique level suggested in the marketing but enough to meet he four star standard the hotel has.

I was in a single room on the fifth floor and on first impressions the room was pretty decent for the price. Cosy decor, spacious modern and clean. The single bed was placed against the wall with a bedside unit, with reading light and control of spotlights throughout the room. There was a tiny desk with chair at the window, overlooking the street, along with wardrobe and a large TV. A kettle was provided but the cupboard intended for a mini bar was devoid of a fridge. It was nice for a couple of bottles of water to be left on the desk though.

There were two pillows provided, both of which were super thin and provided minimal support. The bed was comfortable enough but unfortunately the room was incredibly warm, with a window that couldn’t be opened and air conditioning which was practically pointless. At least there was no noise from the corridors or adjacent rooms.

My biggest complaint about the room though is the fact there was only one electric socket, within the bar area for the kettle. Nothing by the bed, the desk had a single USB port, but that was it. Fortunately I didn’t have any devices needing charing but otherwise this would have been troublesome and made me worry with any need for an alarm.

The bathroom was modern, clean and with a sizeable shower. The shower came hot instantly with both a rainforest head and hand held arm, and despite only a single towel being provided I could have no complaints. There was a small shelf in the shower area and toiletries were provided in small bottles all of decent quality. Only one towel was on the rack, but that’s expected in a single room.

Overall it was a comfortable stay, but I used it as an airport stopover for which there are other options at the same price which don’t suffer with the small issues of lack of electric sockets, as well as being arguably more convenient. If it offered a saving over the alternatives I’ve consider staying again, but otherwise it fell short of the four star boutique...

Pathetic excuse for a hotel! We had originally booked this hotel for July last year (2020) for a concert which ended up getting cancelled so we tried getting a refund in which the hotel stated “they weren’t doing refunds at this time” so they gave us a years credit to use the hotel. April 2021 came with the current restrictions being eased and so we thought we would call the hotel to use our years credit in June 2021 for a weekend, in which we were told “yes that’s absolutely no problem” and were given a new confirmation number and were told to use that new one when we check in. So you can imagine our devastation when we got to the hotel this weekend after travelling nearly 200 miles when we were greeted by two security guards who told us that we couldn’t go in as it wasn’t open to the public and was being used as a red list country quarantine hotel since May 2021! The security guards were very sympathetic and immediately called for the manager to try and sort something out for us, however we were met with a very incompetent and unbothered manager who made us out to be liars and said that his employees would never have allowed us to book the hotel for June and that there was nothing he could do! Despite the fact that we have a screenshot of the number and the exact time we had the phone call and it’s the same number as hotel reception, he didn’t want to know and simply couldn’t be bothered to listen to us and went back inside after our 3 minute conversation! Never in my life have I been anywhere with such bad service as this hotel, management is really lacking here! The upsetting factor is that we were told we weren’t the only people this had happened to. The manager of this hotel clearly cares more about stealing innocent peoples money than taking care of its customers! He tried telling us that due to the fact we had booked the hotel through Expedia that it was Expedia’s fault and that they were to issue us a refund, however I have looked at the hotels website and it states “our hotel is open with the latest announcements, we welcome business travellers and those travelling for one of the permitted reasons” this is obviously outdated as another statement says “book now for our special packages” but NOT ONCE does it state on the website that it is CLOSED to the public and being used for quarantine purposes. If the hotel is closed it is YOUR priority to inform all of your customers who had bookings, whether that be through email or phone call and compensate them for it. The most ironic thing on the website states “ we want you to know that your safety and well-being are our first priority” clearly a web of lies as they left us stranded 200 miles away from home with no ounce of sympathy or help with trying to find another hotel! NEVER STAY IN THIS HOTEL IF YOU WANT A...

I booked for July 2020 and had to cancel due to lockdown restriction so I rung up and was told I couldn’t have a refund but a year credit in which I could use the room I had already booked. Fab! I wrote an email to them on 14/04/2021 asking if I could book the room for the end of June but didn’t receive a reply from them. After a few days of waiting I decided to ring them instead. I spoke to someone on the phone who said it was fine and gave me a confirmation number for it. I turned up there on Saturday (June 26th) after travelling for 7 hours to be greeted by two security guards who told me that the hotel was shut and was being used for quarantine. I WAS NEVER CONTACTED OR TOLD ABOUT THIS. One of the security guards went to get the hotel manager for me to speak to and he came out and didn’t not care about the situation at all. After I told him I had phoned up in April to rebook my room he simply told me that ‘his staff wouldn’t have done that’ even though I have proof and when asked about a refund I was told that it wasn’t his problem as I had initially booked through expedia. He didn’t offer any help at all and basically left us stranded 200 miles from home. The two security guards were the loveliest men ever and were totally sympathetic and even helped us find a new hotel to stay in. They even told us that they’ve had loads of people turn up for events and lunches that they had booked who were also unaware of the situation and were turned away. This was clearly the hotels fault as we weren’t the first people this had happened to. Also it was not expedia’s fault as I had to go through the hotel to rebook it in the first place. I have now lost £215 because of this and it completely ruined my weekend away with my sister. I WILL NOT BE RETURNING EVER. I suggest you change your manager and sort out the staff because this should’ve never happened. I also expect a refund...