Renaissance London Heathrow Hotel — Hotel in London

Beautiful hotel, however, shame about NO USB PORTS, no working telephone and unexplained noise

We arrived at the hotel at about midnight, which was later than we expected, due to a 3-hour flight delay. We were very tired after travelling long haul for almost 24 hours with very little sleep. We were hoping just to go straight to bed, but this wasn’t to be. We had two large cases, plus 2 small cases containing the essentials for our overnight stay. Looking around the room we were surprised that we couldn’t find any USB ports to charge our mobile phones. We only had the leads in our overnight cases, as I had packed the plug adapters in our large suitcases, as we hadn’t needed them at all at any hotels we have stayed in previously, including the Sofitel at Terminal 5 on our outward journey. We did find a port on the side of the television, but the charge was agonisingly slow. I tried ringing reception on the telephone in our hotel room, but although there was a dialling tone, all the quick dial options for reception, concierge etc were number unobtainable. Therefore, although it was almost 1am, I had to go back down to reception to ask about this and book a taxi, as I couldn’t do either of these things over the phone. I was told 2 different things by two members of staff. One person said there weren’t any USB ports in the rooms and when I was surprised, they said they had lots of complaints about it but nothing had been done. Another receptionist said there was one on the side of the TV and one by the desk lamp. I told the receptionist that the one on the TV was too slow and is not intended for charging phones and there definitely wasn’t one by the lamp. The receptionist looked around for an adapter but couldn’t find one. As my phone only had 1% charge, I then had to go back to the room and open up both large suitcases and rummage around until I found the adapter. This really isn’t good enough for a modern hotel at this price range. Furthermore, after searching on TripAdvisor I see a previous complaint about lack of USB ports in February 2024.

We finally went to bed about 1am and were woken up about 3 times during the night by a loud mechanical whirring/whining noise coming from somewhere inside the room. We couldn’t find where it was coming from. I am not referring to the constant air conditioning noise, but there could have been a problem with it.

When we were getting ready the following morning, I couldn’t find the hairdryer until my husband spotted it down the side of the desk (a silly place to put it) it was on a hook that promptly fell off when I removed it.

I emailed a complaint to the management later that morning. I probably would have let the USB and telephone problem go, but to be woken 3 times by what was obviously some sort of mechanical failure either in the air conditioning or something nearby, was the last straw. The manager was very apologetic but stated ‘ Please accept my sincere apologies once again, and if you decide to stay with us in the future, I would be happy to assist personally to ensure a more pleasant experience.’ Now if he had offered some compensation, we probably would have returned, but he offered nothing, so we won’t return and he has now got this bad review (which I wouldn’t have done if he had...

I want to file a complaint about my recent stay at the Renaissance London Heathrow Hotel. Overall, there are two main issues: first, I had an awkward experience opening the room with my key card and found someone already staying there and taking a shower. Second, I did not receive the services that were supposed to be included in my package. When I reported the issue to the front desk, they treated me rudely and refused to provide the services I had already paid for."

I had three communications with the front desk. The first time was when I received my key card and found that the room was already occupied. At that time, someone was in the room taking a shower, and a bag with valuable items was placed on the bed. Shocked, I quickly exited the room and returned to the front desk to speak with a male staff member. He apologized for my experience and assigned me a different room.

After checking into the new room, I realized I did not receive the welcome package included in my member-exclusive package, which should have included fruit. So, I returned to the front desk a second time and spoke with another male staff member. He was aware of my earlier situation and checked the records for my previous room, apologizing again. He mentioned that my old room did include the fruit package, but since they changed my room, they forgot to deliver the fruit to my new room. He assured me that he would contact the service staff to send the fruit to my new room.

About half an hour later, I received a call from a female staff member at the front desk for a third communication. She stated that my room did not include the fruit package. I explained that my room had been changed and told her the entire story. However, she kept insisting that there was no fruit included and offered to give me the fruit as compensation if I felt upset about the previous incident. But the fact is, I had already paid for the fruit package, and I only wanted to receive the service I was entitled to. In the end, I could only say, 'Do what you think is right.' As a result, I never received the fruit that was included in my package, even when I checked out the next day.

I understand that in a busy hotel, management errors, such as assigning an already occupied room, can occur. However, I am very disappointed and frustrated with the staff's refusal to provide the service I was...

Horrible desk staff. Absolutely terrible. The hotel itself is fine. The all Indian staff provide horrendous service. I was sent here by British Airways after a flight delay and the staff refused to give me a room for over 3 hours. Arrived at 4:45 pm and was handed a room key at 8:05 pm. If the situation was reversed, I believe the word 'racism' would be used. They claimed a "miscommunication" resulted in them giving rooms to people (with airline vouchers) who hadn't been waiting half as long as I had. I would give the desk staff negative stars if possible. The African gentleman who arrived at 7:30 was the sole exception. I would like to single him out as the only helpful and apologetic member of the entire staff. The "manager" is an arrogant individual with a smug attitude and I heard one of the women at the desk say "they aren't going to spend any money" about another group who were sent here with vouchers from the airline. How does she know what people are going to spend? None of us chose to be there, we were sent by the airline who were paying the hotel. They weren't forced to give away free rooms. I contacted British Airway and suggested that they reconsider their affiliation with this hotel. It would be impossible for me to express in words how bad I was treated by the front desk staff. They lied and tried to pretend that they didn't know how long I had been there even though I was sitting right in front of the desk, looking right at them, for OVER THREE HOURS! I don't think that they like Americans. They provided no updates or explanations the entire time and acted as if we were annoying them by being there, which we had no choice in. They told me that my room "would be ready in 20 minutes" for over an hour. I would advise against purchasing their sub par dinner buffet as well. I chose to walk down to the Three Magpies Pub rather than spend one cent in this hotel. I would recommend a trip to the Three Magpies if you find yourself in the unfortunate situation of having to deal with these people. What kind of hotel doesn't have rooms ready until 8:00 pm on a Monday? I was not able to meet up with family in London because it took them THREE HOURS AND TWENTY MINUTES to give me a room. I hope karma is real and the entire front desk staff gets to experience it, with the exception of the one...