Peckham Rooms Hotel by Belvilla — Hotel in London

I attach our last email to the hotel:

I am extremely unhappy with your response to my email and very disappointed in your dismissal of our experience. On the same evening just moments prior there were other guests in the lobby complaining to the staff about the poor conditions of the rooms.

I’m somewhat confused by your final paragraph, appearing to challenge me to leave you a negative review in order for us to discuss this in public? I have contacted you in private by email because it is prudent to allow you to satisfy this matter in private. As a small business it is only fair to allow you to rectify this rather than drag your company name through the mud with derogatory reviews.

As advised by the staff member who had told us management would be in touch to issue a refund we left confident that your levels of customer service were as to be expected. However, it would appear you are instructing your staff to lie regarding issuing a refund in a bid to get us off the premises for you to then refuse a refund, this is vile business practice.

I do not feel you have addressed any of the issues i have raised with you and find your message unnecessarily convoluted, confrontational and quite frankly, rude, your hotel was not adequate and neither was the room sold to us, there is nothing to dispute regarding this. You yourself were not present at the hotel so your position on the situation is based entirely on what you believe to be true. I have no reason to ‘make this up’, my wife and I booked to stay at your hotel and ended up leaving in the middle of the night to drive two hours home, this isn’t opinion, it’s fact. If there was no issue with the room I would not have done this.

Additionally, upon check in we were informed no money would be taken from our account until check out, you have still not even returned the £50 security deposit, which given the circumstances surrounding our request for a refund is a disgrace.

Is it best business practice for you to dismiss a customers concerns, provide false information at check in and check out, and claim assured facts based on a situation you were not present for?

Your staff member was made aware the noises my wife raised were of a consistent and disruptive nature and were not the sounds of people leaving and entering their rooms, so either they are lying to you or they lied to us, neither of which is a positive outcome.

We are not happy with an offer of a discount on a future stay as your appalling responses have not assured us this is an isolated incident, as a matter of fact it would appear you give absolutely no care to whether or not your customers enjoy their stay with you or not, so long as you have their money and their security deposit it would seem!

I still hold the hope you will acknowledge the failings of your hotel on this occasion and honour the refund as agreed by your...

I'll start with the pros: As a single young woman travelling alone it's extremely important that accomodation feels safe and I definitely felt safe here. The location is great for getting to a variety of different places. The decor is modern and friendly, a vast difference to the outside of the building. I love the basement guest lounge/kitchen area, I was unsure at first because going down to a basement with strangers seemed like a questionable idea but it really is a lovely bright open space that encouraged friendly interactions between guests. My room was small but not cramped, it was perfect for my needs. The price is more than competitive for the area and quality of the hotel. The TV was nice and was able to log in to Netflix. [Edit: When I did see staff they were absolutely lovely, couldn't fault them]

Now the cons: Reception is manned at very bizarre hours, there are no staff for the entirety of the check-in period. My room was very hot and stuffy with no way to get a draught in, I could cope for one night but I'm not sure I could handle any longer. My bathroom was tiny, I am by no means tall (5'6") but my knees hit the wall when sitting on the toilet, I'm concerned for any taller guests' ability to comfortably use the small space. None of the USB plugs in my room worked which was frustrating because I forgot to bring a plug. There was no refreshment tray or cups in the room so guests could only get hot drinks from the basement which is not open 24/7. The bed was like a rock and felt like I could feel every spring. The pillows were also tiny and very uncomfortable, I ended up using a decorative cushion instead. Despite having a double bed (a small double) and saying the room can sleep two, I genuinely don't know how two people would manage staying in there. Even a ground floor room seems inaccessible, or at the very least highly inconvenient, for anybody with mobility issues. Very thin walls, I could hear every time my neighbours used the bathroom.

Overall: A decent budget hotel so long as you're happy with basic and clean. Good location. Not very...

Great decor, very friendly staff. Though more of an expensive hostel than a hotel.

The peckham rooms have been decorated brilliantly, we were really impressed with the feel of the place and the little touches, such as the breakfast bar clad in old scaffolding boards (sounds odd but looks very cool)

However, the room was tiny, just enough room for a small double bed and a diminutive desk in a cubby hole, with a small toilet and shower room bolted on. The bed itself was a little dubious, we were a bit worried it was going to break in the night. Due to the creaking and straining. Very cheap feeling.

Single glazed windows allowing all the outside sounds and loud conversations going on in the hallway on and off meant we had minimal sleep so not the greatest experience over all.

The reason was felt it was more of a hostel ws due to the fact that some of the rooms have shared bathrooms so it's literally a small room with a bed in it, there's a communal area for making coffee and tea rather than the whole kettle set up thing as per normal hotel layout. You're also not allowed to take your key out with you when you leave...

However, the breakfast was decent; lovely fresh eggs from a farm in stow on the wold for you to steam cook, bread for toast and croissants. Only improvement here would have been a bain Marie set up with bacon, scrambled eggs etc buffet style.

Another positive note is security. The area its in isn't the best in London, but there's a very obvious and well set up cctv security system all in and around the building.

Overall its a good place for a quick cheap feeling (not actually that cheap, compared to hotels in soho) , stopover, if you don't mind 45 mins on the tube to central London. However it lacks in a number of areas which would make it a place for people...