The Chapter Hotels - Falcon Hotel — Hotel in London

We are not people to complain at all but I cannot express what a bad stay we had at this hotel. The woman we spoke to and dealt with was incredibly rude and passive agressive towards up. Appalling customer service. We called the day before arriving to confirm the booking and were told there would be a late arrival charge - which we were not told on booking. We informed her if arrival time on booking. The woman told my partner on the phone that its on the terms and conditions (my partner informed her it isnt), she said she would find it and call back. She called back and said she couldnt find it. Then she added that there is a 3% charge for using a card to pay the bill- my partner informed her this is actually illegal (as of eu regulations and british law since 2015). Her response was she could charge what she wanted and she waved her bank statements at us and said 'you want me to pay all the charges'. We said her prices should include all charges not be add ons - but the card payment charge is illegal and we refused to pay it. Whne my partner said that she would get in trouble if trading standards were jnformed she said 'call them - they wont care, theyll turn a blind eye'. We ended up ending the conversation and leaving for the day due to her agression and saying we would just get cash out and pay later. There seemed to he a lot of 'add on charges' - theres even a sign in the room asking for a £20 deposit for a tv remote! All her rudeness aside - the room was an ok size and an ok shower. We had a tiny ensuite in the room. It was unbearably hot and even with the heating off we needed the window and blind open (which then led to noise and light issues both nights). The flooring was coming up in several parts - with one sharp part tripping me up in the night. The room and bathroom were actually dirty - stains and marks on bathmat, hairs on bed throw and inside the bed on the pillows, dirty food items and food in the room drawer, dorty shower head and used toiletry bottles left in the shower (photographs taken of all of this). The room photos on the website must be incredibly old - the rooms do not at all look like this! Another concern was no handwash and no hand sanitiser at all - which doesnt seem plausible during these covid times. Also breakfast was cancelled due to covid (this is on the website but not informed at booking so only realised a few days before arriving when i relooked at the website). So this was disappointing and had we known we wouldnt have booked. We stayed 2 nights and after the first night and horrible conversation in the morning we did discuss not returning for the 2nd night - however the woman had taken my card information for 'no show'payment so we had no choice. All in all a horrible horrible stay and we will never return. We urge others to consider all the reviews before they decide to stay and recommend that they choose...

We have just returned from the falcon hotel after a 3 day Christmas trip to London with my 11 year old daughter and my mum. Firstly I want to say that the location of the hotel is absolutely fantastic and everything you need to get to the sights of London is right outside the front door. The hop on bus tour is available from the bus stop on the corner and paddington train station is 2 minutes away.|The area is full of restaurants from Mc Donald's to Bella Italia or fish and chips. There is also shops and other restaurants that are all lovely.|The reception worker when we checked in was very pleasant and was helpful with our bags, however on our first night of the stay we returned to our room and was met with a strong smell of cannabis coming from the above floor (we was in room 15) the smell was so stronge that during the night my daughter who as asthma was coughing and had a restless night. The following morning I went downstairs to report it and a Chinese lady was there when I told her what had happened she didn't really look surprised about what I was saying and told me she would speak to him (whomever he is I dont know but she didn't look surprised when i reported it). The next night it happened again but not as bad however this made our stay alittle unpleasant.|Also in room 15 for a triple room it's like a shoe box and the toilet and shower is ridiculous there is absolutely no room at all and to be fair didn't feel very clean, and we probably could of got past that but the sewage smell that came from the sink and the toilet was unbearable, the smell came everytime the sink plug was left out of the flushed handle was left open and again didn't feel very hygienic. We was also told that there was no house keeping but if we needed anything just ask however if you are paying just under £400 for a 3 night stay that did not include breakfast I would expect house keeping especially someone to come in and leave fresh towels and toilet paper and to empty the bins but I also had to ask for that to be done.|Would i stay here again or advise people to.... If the sewage situation was sorted out and house keeping was apart of the daily routine absolutely |For location absolutely for comfort not really and again it's such ashamed because the building is...

Great location, basic no frills hotel.||It is right beside Paddington overground train and subway as well as right beside main bus stops. There are a few cafes and restaurants nearby as well as lots of convenience stores and souvenir shops.|Considering the location it was so quiet at night apart from when bin lorries came at 1am. You can also hear guests talking in other rooms and the sounds of footsteps on stairs but at night it was quiet. The room wasn't overly warm either even with the radiator turned up fully although there was an extra blanket available which helped. The bed was also very comfortable for a single.||There's free WiFi but as I was on 6th floor I didn't get the signal there. The single rooms on this floor would not be suitable for a larger sized person. The showers are extremely small and the shower pressure isn't great and some of rooms have a separate toilet which I couldn't actually close the door as my knees were literally touching the door! The rooms do have coffee and tea making facilities.||The hotel is formerly an old Edwardian house and faces the beautiful Norfolk sq gardens.|If you are looking for a bed for the night with the basic necessities then I would recommend this hotel. The staff are also so friendly and accommodating. There is a phone in the room if you need to speak to a member of staff. If you are looking for larger rooms and toilets and cannot walk flights of stairs then it is important to read all this information before booking this hotel.|The main thing I liked about this hotel as a solo traveller was that I felt very safe due to the staff and also...