Park Grand Paddington Court — Hotel in London

Starting with the good:

-Hotel is in a decent location 2 train stations (paddington&underground), buses transport all close by. -Walking distance to Hyde Park -Room was clean with everything you could need (fridge, kettle, showers, TV etc) -Not bad for us, but the rooms are small, think more a Airbnb/rented living room turned into a bedroom than a hotel room. This was fine for us, but just understand that when booking.

This hotel provided a good base for what we needed and came at a decent price range.

The bad: -To start, the hotel is not 1 building, our room was actually over the road. On google this shows as a similar name as the hotel but not the same, i believe this is done to hide the fact its all one hotel in separate buildings. This isnt necessarily bad, but is hidden from customers (so far as i could see) which i think is done on purpose. -The bed was horrible, the mattress was old and had sank in the middle. We had a terrible sleep as we both kept rolling into the middle of the bed. Not good enough for any hotel. Mattress’ should be regularly changed. When we checked in we signed a document for 1 room (was too early to actually go into the room), we was then moved to another room when we returned later. I asked for this to be changed on the paperwork as this was no longer our room. This evolved into a heated discussion from the check in person that the paper is irrelevant as the “system” is updated. So why use the paper to begin with? After a back and forth he finally gave us the original paper back that we had signed and made us sign a new one with the new room. Why couldn’t this have just been done from the start? -The hotel looks old in places, it could do with a lick of paint and just some TLC. Its not dirty, its just not fresh either. A bit of paint and a touch up in places is really simple and for me is the basis of the difference between a good and a bad hotel.

Other:

There was a restaurant, we didn’t use this so i couldn’t comment on it.

Overall:

Its not bad, its not great. If you just want a place to put your head down in paddington the location is absolutely fine. However for the price point i believe you could get a better hotel with an actual comfortable bed. The bed was just unacceptable. Its a hotel, its made for sleeping. The check in process also left a sour taste in my mouth, it started our day off on a bad foot. If you check in early so you dont need to do it later, why swap my room and make me do it...

I know it's London and you get what you pay for but this hotel is old dated and massive refurb needed for loads of areas of hotel! The dampness throughout hotel and rooms is horrible, corridors with dead spiders hanging throughout our stay and lack of care on that front doesn't leave much for imagination. Whatever product is being used to upgrade the dampness isn't working and leaves behind musty smell||We arrived and where given a small room 120 which had a horrible musty smell and after going to reception we got moved rooms to 144 thinking we had an upgrade on approaching room the smell on the corridor alone was far far worse than our previous room and given we had plans was literally putting bags in and leaving hotel to go for meal. ||On returning to our room that night there was a massive damp patch under where the air-conditioning was located but carpet was really really damp, I rang reception to complain to be told no-one was there from house keeping and I'd need to speak with manager following morning. I woke the next morning with a really bad chest and breathing wasn't right so went to reception once again but no manager was on site and had to wait until they arrived which would be about half hr later. Staff at reception where nice and tried to help but one guy told me he understood what the issue and our concerns was with 144 that it was in old part of the building, I was somewhat disgruntled given they knew issues facing in 1st room to move me to a room with worse issues. ||I got the manager later in afternoon we got moved to a 3rd room which was the club room and my advice for that is it isnt worth any additional costs so for ppl booking in future it's bang average basic and not offering anything on an upper scale bar a box of chocolates . Staff offered a free bottle of red wine for the inconvenience which i dont think was good enough for the issues faced all weekend.||Another issue faced in hotel was room service doesn't exist for drink and they use an outside 3rd party company which Staff told me at bar when you order off them sometimes dont deliver your order so be warned.||Plus side of the hotel is location ans main paddington station for access anywere also may add staff who where on site tried to help but I feel there losing a battle daily with hotel flaws||Over all a very bad experience from moment we got there til we left just very lucky we didn't have to stay in hotel for much longer...

This place is an absolute scam, and has the most appalling customer service I’ve witnessed (cheat & lie of a hotel.) DO NOT STAY HERE!

Where do I begin…

As we had an early arrival into London at 8am with severe jet lag, we decided to book the room the night prior to ensure that we had a room ready for when we arrived… we paid the extra night stay as expected. However, they told us when we checked in they were waiting for our room to be ready!? It’s supposed to be ready by 3pm the day prior, so how could they possibly be getting our room ready the next day?! It gets worse from here…

As we had a group of 3, we had paid the extra money for the room advertised Devonshire Wing - Deluxe Triple as it was advertised to have 3 single beds (not a sofa bed). However we were given a sofa bed. Upon looking on their website, they had put us in the wrong room despite paying £50 more. We approached the hotel and they apologised for the inconvenience, and stated they would sort out a £50 refund when checking out. The reception lady told us she would not be on shift when checking out, however will put a note on file.

Well, check out approached and guess what, no note was put on file. We refused to leave the reception until they promised us verbally, and in writing that they would sort out this refund. See attached. It’s been over a week since this incident, and they have not responded to any emails, booking.com messages or even pick up the phone. Disgusting. As you can see on the screenshot, the hotel promised and assured, yet no refund or even a response has occurred. So we will be taking this further to booking.com.

In addition, the hotel room was a hot box, room cleaning was requested with buttons however they turned it off without attending our room. Awful place and a scam.

Everyone beware of this place, they do not deserve a cent given to them!!!

Also looking forward to their lovely copy & pasted response on their review despite ignoring all other correspondence.

UPDATE: they still have NOT bothered to respond to any emails or calls. I find it funny they can answer an online forum, but not an email or phone number. Pathetic...