Zedwell Knightsbridge — Hotel in London

My husband and I traveled from Birmingham to London and had booked a stay at Zedwell Hotel Knightsbridge through a third-party website, not directly with the hotel. Upon arrival, my husband (who made the reservation in his name) was asked to present ID. Unfortunately, he had forgotten to bring his physical ID, although he did have clear digital copies of both his passport and driver’s license. The booking website made no mention that physical ID was mandatory.

We asked the on-site staff member, Mohammad Asad — who identified himself as the manager — if the booking could be transferred to my name since I had my physical ID with me and was more than happy to present it. He claimed he had limited access and would need to consult with his manager. During the phone call, we overheard him say, “There’s a couple here and they don’t have ID. That’s what I thought I’ll tell them,” — this while holding my ID in his hand — and then turned to us and said, “They agree we can’t give you a room since it’s not in your name.”

Eventually, we were able to get the third-party service to update the reservation details to my name and they confirmed the changes had been communicated to the hotel. However, throughout the entire process, Mohammad was condescending and unhelpful. He made passive-aggressive remarks like, “I don’t want your room, I’m trying to sort it out for you,” while simply refreshing his screen and making no real effort to assist.

Despite the third party confirming the changes were live, Mohammad refused to properly check or escalate the matter. He declined to put us in touch with a manager, stating that he was the manager and that even if we wanted to complain, there was nothing we could do. He also told us he had the right to refuse service at any time and that he was actually doing us a favor by letting us stand around and wait.

I have never experienced such dismissive and disrespectful customer service. This interaction left a terrible impression, and I would strongly advise others to avoid this...

I had the misfortune to stay at this hotel in March. I booked via booking.com who are refusing to assist. I have repeatedly attempted to contact this hotel via Booking.com to complain with no response from the hotel and booking.com refusing to do anything as they claim the contract is with the hotel. As you'll see in the attached screenshot, it states INCLUDED EXTRAS and late checkout till 6pm, this was a lie. There was no included late check out till 6pm. The hotel knew the listing on booking.com was a lie and admitted this the next morning. Not only that but there is no access to drinking water at this hotel. They claim the water is safe to drink, as you would expect in London, but they don't have even so much as a paper cup for you to put it in! I arrived tired and weary from multiple flights at 11pm on a Sunday night and couldn't even have a drink of water. The staff were apologetic but said this was a common complaint. Also don't expect a good night's sleep! Loud music, road noise etc and when I complained the next morning, the staff said oh yes sorry we put you in the noisy room!! As stated, I have attempted to contact the hotel multiple times through booking.com but they seemingly ignore complaints. At this stage I'll now be going to PayPal to try to get my money back for what is quite simply the worst hotel in London. I could have stayed in the Premier Inn and at least been able to have a drink, a good night's sleep and a guaranteed refund if you didn't!! I do not recommend this...

Booked an accessible room at this hotel via booking.com for my parents. My dad uses a mobility scooter so it was essential that the room was accessible. When we arrived at the hotel we were told there were no accessible rooms left! The concierge asked for proof that I had booked an accessible room. When I showed him the confirmation email from booking.com he said that they had not passed on the request to the hotel (which booking.com have subsequently said is totally false!) and that we should have booked via the hotel website instead of booking.com and then they would have known! Truly shocking experience. Booking.com were able to recover the fee for the room, but the Zedwell have still not refunded the £40 I paid for early check-in, just incredibly shoddy behaviour on their part.

Response to Zedwell's ChatGPT generated pablum response: You have not addressed any of the issues I raised in my review. My parents were unable to stay at your hotel because my father couldn't access the room. We had to petition booking.com for a room refund because you wouldn't issue one yourselves, and you still haven't refunded the £40 we paid for an early check-in, which couldn't happen because the room was inaccessible to my father, despite us paying for an accessible room many...