Park Grand London Hotels — Hotel in London

Here is the email I sent to management over 6 weeks ago with no reply being received.

Dear Sir/Madam

I recently stayed at your premises, Park Grand London Paddington, with my partner, for two nights, 29th March and 30th March.

I booked a double room which stated that it had the following amenities:



1 Queen Bed

129 sq feet (12 sq meters)

Internet – Free WiFi and wired Internet access

Entertainment – 40-inch plasma TV with premium channels, pay-per-view films, iPod dock

Food & Drink – Coffee/tea maker and limited room service

Sleep – Premium bedding and turn-down service

Bathroom – Private bathroom, shower, designer toiletries and a hair dryer

Practical – Laptop-compatible safe, free newspaper and iron/ironing board

Comfort – Air conditioning and daily housekeeping

Smoking/Non Smoking

I was unable to connect to connect to the WiFi due to the signal strength showing no bars. This was true for my mobile phone and laptop, as well as my partner's mobile phone.

The bed runner had questionable white stains underneath which I can only assume had not been cleaned.

The bathroom size also lead to water from the shower spreading across the whole floor even when the curtain was fully pulled across the shower section of the bathroom. I understand that there is no shower tray or bath and that this is a wet room, however I have stayed in a number of hotels which feature a wet room and this has never happened.

The room also had such thin walls that I was able to hear all of the 'actions' from the room adjacent to me. The room above was also audible any time that the sink, shower or toilet was used by them. As you could hear the water drainage quite clearly.

The room needed a key card to be inserted in order to use the lights. I am aware that this is quite a standard practice which I have no issue with. However when the key card was inserted there was an audible loud buzz in the room from the electrics. Removing the card only lowered the intensity of the buzz but did not eliminate it.

It was then that I approached the front desk and asked if it was possible to be moved rooms due to all the issues that I have mentioned. I was informed that there were no other rooms available as the premises was fully booked. One of the reception staff then asked a member of staff to accompany me to my room to investigate the buzzing sound. This member of staff agreed with myself that there was an audible buzz when the key card was inserted and that the noise was unable to be eliminated by removing the card.

When the member of staff and I returned to the front desk he informed the other reception member of staff that there was a ln audible noise, as I overheard this conversation.

The other member of staff then told me "my colleague says that the noise isn't loud so it's fine" I then proceeded to inform this staff member that it wasn't "fine" as the noise was so loud that I would not be able to get to sleep. I was then told again that it would be "fine"

After this another member of staff was called to follow me to the room. At this point I assumed he was the manager. Once in the room he agreed there was a buzz but TOLD me that it wasn't loud. I then informed him of the other issue about hearing the room above and their water usage and I told him that it was unacceptable as it would disturb me if they chose to use the facilities during the night. I was then stunned by his reaction of laughter in my face and him saying "nobody uses the shower in the night"

I was shocked at this behaviour and reaction as I do not think it is unacceptable to assume that a hotel so close to Paddington station would house guests that have every early check outs.

When then returned to the front desk as I requested to all of the members of staff to issue a refund as I did not wish to stay at the property. I was then informed that there was no manager on site and I would have to just accept the situation and speak to the manager tomorrow.

I returned to the room to inform my partner that we were not able to receive a...

What can I say except do not stay at this hotel!!! The rooms do not look like the website looks. This is truly a bait and switch situation..

We’ve had nothing but problems and terrible service since the minute we got here. At check-in we were advised that we were welcome to go to the bar since our room wasn’t ready.

After a long day of traveling, we were delighted to go to the bar and get an ice cold drink. What we found at the bar was a number of people seated at tables with no drinks of any kind, including water.

A female bartender was president doing some kind of inventory. We asked her, “ are you serving drinks?” She huffed and said, “yes”. She then proceeded to walk back-and-forth multiple times without making iContact, knowing we wanted to drink. She literally never said another word to us. We obviously ended up, leaving and going somewhere else to get a beverage and cool down.

The air conditioner in the guestroom simply doesn’t work. We have called maintenance and the front desk multiple times for assistance. We’ve been told it’s fixed by one employee and an honest employee advised there old units, it won’t go any lower and it won’t blow any harder than it is right now. We are miserable and nobody at this hotel seems to care whatsoever about our comfort or service of any kind.

We called at 7:30 to ask about room service. At which time we were told it closes early on Sunday. I asked specifically what time is closed on Sunday and was told… Just early. I asked to see some kind of documentation as to what time it was open and was told we don’t have any.

It is very hard for me to write this kind of review because I have been a Hotelier for over 22 years. However, I would hate for another couple to stay here the last night of their European vacation only to have it runs like it ruined ours.

There’s also supposed to be some kind of exclusive access to a club lounge, which is stated on the website. When I asked the front desk agent where the lounge was, he had absolutely no idea what I was talking about. He said I could go to the bar. Now seven or eight hours later I think it’s important to note they’re still not a bartender in there. 🤦🏼‍♀️

Do yourself a favor and stay somewhere else. I...

This hotel is managed like a 4 star motel and does not provide or honor amenities listed on their site. We booked a “Club Room” through the hotel group’s website and experienced the hotel did everything to avoid promised/advertised amenities (Complimentary snacks between 6-9 pm in the club lounge, A Handy mobile phone for use during the stay, water bottles replenished) in this class of room. Some of the responses provided by the staff were astonishing, such as “We have now withdrawn the offer under which you made the reservation”, the “water bottles are not provided as the tap water in this hotel is drinkable” Every minor thing was a challenge to get from the staff on duty, they needed to get in touch with their manger or a higher level manager, who they claimed was busy with other clients and would not directly talk to us. When confronted, one of the manager’s tried to blame the inconsistencies on temporary trainee employees. (Why are most of their employees temporary trainees and even at that, not trained correctly to begin with?) We saw the check in staff challenge other guests during check in by telling them first, you do not have free breakfast and asking them to produce a copy of their reservation, which showed and it had breakfast included as part of their reservation. In regards to the room itself, the bed was comfortable, A/C did not work effectively and the bathroom was poor with less than 2 ft. wide area for the shower and a cheapest quality bath tissue for use. Other necessities such as body lotion and conditioner were not replenished, provided when requested, in once case it was after 24 hours. All of these practices convinced us, this hotel is using cheap tactics of cost avoidance/savings in an organized fashion, it’s likely not the fault of untrained staff but poor management practices. Especially the breakfast crew was working incredibly hard and putting in their best in quality...