Rockwell East Aparthotel — Hotel in London

What a massive disappointment - rude staff who are not trained to do their job with very poor customer service and the lack of communication from management speaks volumes on how this establishment is run.

I stayed here mid October on a business trip from Barcelona. I arrived around midnight, went to check in and the receptionist asked how I’d like to pay. I said there must be a mistake as my company always pays for hotels in advance but he insisted it hadn’t been paid for. I had a booking confirmation and booking code but again he insisted that he was correct. I asked if I could stay the night and my employer would sort it out first thing in the morning as I did not have the funds to cover the cost but he refused.

As a young female professional who had just arrived in London for the first time, late at night, after travelling all day, with an important conference the following morning, to be told I could not stay there left me distraught. I cried my eyes out for half an hour in the lobby after being told by the receptionist to ‘step away from the desk’.. I tried calling my managers but I couldnt get through so late at night. I eventually got through to my younger sister in Australia who lent me her card to pay for the hotel.

The following morning I had calls and emails from my manager, HR and the third party booking company which my stay had been booked through. They all confirmed my stay HAD been paid for weeks in advance. When I approached the reception to rectify the situation, the new receptionists acknowledged the double payment and apologised saying the other receptionist had made a mistake. I asked to speak to the manager but was told he/she was not available. I asked for their contact information and was told it would be better if I left my email and they would pass it to the manager who would reach out to me. Two days later when I was checking out, I requested the managers contact information again as I still had not been contacted. Despite leaving my contact information, taking the time to write a large review of my experience and sent directly to the manager, I have yet to receive any form of communication from the manager.

Upon my return to the hotel on one of the nights I stayed, I encountered the same receptionist from the initial incident. I explained what had happened and presented evidence of the double payment. He still maintained that he had been correct, despite ‘REFUND’ written on my booking file and an apology from the other receptions who confirmed that he had not checked the booking correctly. He offered a cold apology for the considerable inconvenience I experienced.

I really would not recommend this place. It put a bad taste on my whole trip to London and very poor performance and lack of professionalism from both staff and management. Massively...

3 stars is based on our single experience in the original building (they have recently opened a new one), but it could easily have been a 5 star stay if we had not faced our issues.

After we changed room due to some issues (strong cigarette smoke smell and leaking toilet) with our first room we had a fine experience. Housekeeping gets a shoutout for doing a great job every time they visited.

One somewhat minor but manageable issue was the shower pressure. Given we had a 10 day stay and the price we were paying, it would have been nice to not need to worry about whether the shower was going to give enough flow for a wash or an almost nothing trickle.

The included dishwasher, washing machine / dryer combo, and decent sized fridge were all great for our longer stay. The oven was huge and very clean. You could very easily utilize this kitchenette to cook all your meals for your stay and save money.

Our first room smelled strongly like cigarette smoke even though it’s strictly a no-smoking apartment with signs in the rooms. The bathroom was extra strong smelling so we assume they had smoked in there. We spoke to the reception about this and they sent housekeeping to try resolve with air fresheners but unfortunately their efforts didn’t work. Had to not been moved due to issue #2, this would have been an absolute dealbreaker and ruined our stay due to how strong the smell was.

We then noticed there was water dripping from underneath the toilet every time it was flushed.

After we noticed the leaking water we asked to move rooms. The team were able to shuffle things around and move us to another room. In this room we had no issues aside from the water pressure in the shower. Depending on the time of day we had either an “okay” flow or barely anything coming out. We did only use the overhead shower head and not the handheld one which may have impacted our experience. The bed and kitchenette were all very clean, tidy, and organised. Housekeeping does a great job and their routine was to visit our room every second day.

The location of the apartments was perfect for getting around London. A very short walk to Tower Bridge or Tower Hill Station, and an ever so slightly longer walk to a couple of other stations.

Would we stay here again? Yeah possibly. If we could guarantee no smoky room or leaking toilet, then yes we would. But either one of those issues being present again would be a...

This is a good hotel depending on if you can live with some seemingly large caveats.

This hotel is located very close to Tower Hill, Tower Hill Gateway, Aldgate, and Aldgate East Stations. there is a Tesco express and a Sainsbury local right up the block, with a large Waitrose within a 15 minute walk. there are a large amount of very good restaurants and bars nearby. All the rooms have a full kitchen and are suppose to be cleaned every 4 to 5 days, but i stayed there for about 28 days total on 2 different reservations and only have my room cleaned once. For the most part that wasn't a big deal, but I do believe that a room should be vacuumed more than once in 12 days (they should really put brooms in the rooms). I enjoyed my time there but........

Half the rooms in this hotel face a very active rail system. Which is great if you are a train enthusiast (which I am), but might be very annoying if you are not.Trains start running at 600am and end at around midnight, so if you don't wear earplugs to bed you will be waking up early everyday. But on the Plus side you can sit on the sofa in your room and watch trains go by all night long while also having a pretty good view of tower bridge and the shard.

There is also construction going on on the Rail side of the building which was only an on and off issue for me since you only heard them when they used the jackhammer. So please do bring a pair of earplugs when staying here.

All things considered, I would recommend this place as long as you know what you are getting into. Its is cheaper than most aparthotels in that area and is just as good as the others. The staff at the front desk try their best to help you if there is a problem and I found them to be pleasant and agreeable. I would hope that in the future the Cleaning staff would focus a little more on making sure the rugs in the rooms are vacuumed well. Also, since only half of the hotel faces the railroad tracks you have a 50% chance of not having to deals with any of the bigger issues this hotel has.

The first 4 pictures are of room 705 and the last picture is room 606, both face the...