Hyde Park Superior Apartments — Local services in London

Good location- near to Bayswater and Queensway underground. ||The reception is actually diagonally opposite of the flat across the road. Not too fussed by that but some people do find this slightly inconvenient, especially if you are dragging multiple baggages. We were asked to pay a security deposit of £200. I was taken aback because that is very expensive. ||We’d been allocated to room 4 which is at the basement next to the laundry room. No lifts available so this place may not be ideal for travellers with mobility issues. The staircase to the basement is relatively narrow and steep compared to the one upstairs so be careful when walking down. ||The room itself is very clean with comfortable bed and a sofa bed. The shower room/ toilet is very small but clean. ||Laundry room- £3.50 for washer, £1 for dryer. We are not allowed to use them from 10pm onwards so plan ahead! |||My family and I encountered a few issues during our stay.|1. Hot water running out after approximately 2 minutes. However, this was sorted the next day after us reporting to the receptionist.||2. Blood stains at the corridor leading to room 1-3 (after the landing of the stairs). We reached home during midnight and found those bloodstains looking quite fresh. The amount of blood on the floor was not massive but anyone would be disturbed by that scene. My family went to inform the receptionist but they were met with unhelpful responses- it was a Sunday and the cleaner had gone home. He was reluctant to even come over and have a look. It was only after my sister’s second attempt at requesting the bloodstains to be dealt with only did the receptionist come over and decide to not wait for the cleaner the next day: he cleaned up the bloodstains. We were quite concerned and suggested him to check the CCTV footage. Unfortunately, this had not been investigated further. We checked with the day receptionist the next day and we’re told that they were not too bothered because the bloodstains had been dealt with and apparently we were the only customers raising concerns about this. They speculated that maybe a couple had quarrelled too aggressively, leading to bloodshed. It seemed to us that he was implying that we were dramatising this by reporting the issue because none of the customers from room 1-3 mentioned about it. N.B. it was already 0000 when we discovered the blood. Customers from room 1-3 might have fallen asleep before this and the stains were removed before morning came. ||3. My sister had asked for an extra blanket but it was never provided. We asked for it again when the night receptionist came over to look at the blood stains but he gave us a wet and filthy blanket ( with human hair), saying that he would ask his colleague to replace it the next day, which by the way, did not happen. ||4. Unstable Wi-Fi connection in the basement. I cannot comment this for...

Disappointed to report that my recent stay here was absolutely awful.

On our first night my mother and I discovered a mass of water on the floor which we reported to maintenance. It was later confirmed that there was a leak in the hot water system. Management communicated via WhatsApp and advised us that we would have to vacate the room by 10am the next morning. Although we flagged that this would be stressful, as we had a lot of luggage due to navigating a move, plus inconvenient, as we had booked plans, we conceded the move was necessary.

We were incredibly surprised to find that after vacating as asked, there was no available room for us to move in to. We were asked to leave our luggage for the day despite having already communicated discomfort with doing so, and having advised management of our booked plans. Said plans were missed due to time spent waiting in reception and that meant money lost. We also had food on us that needed refrigeration that then had to be thrown out. The only compensation we were offered was a buffet breakfast, that was almost closing, and that neither of us could eat from, having multiple allergies, hence why we stay in apartments. Plus a coffee that never arrived.

When we were finally moved into a new room (up 4 flights of stairs) we were dismayed to discover that it was a significant downgrade from our previous one. Unlike our first room it did not have a freezer, a coat rack, a couch, a heated towel rack, a tea towel, a bath, bedside tables, lamps, and there was only one small cupboard as opposed to 4. We didn’t even have a kettle, though we were able to ask for one, and there wasn’t any iron to accompany the ironing board.

We flagged these issues to the staff, with no action taken. We were advised to email management, despite being in their presence. We were then told management would email us, which never happened.

Later that day we received another WhatsApp message altering us that we could move back into the old room, with no awareness or acknowledgment of the fact that doing so would be incredibly stressful and time intensive. We didn’t come to London to spend our time packing and moving about. Thus whilst we much preferred the old room, a second move simply wasn’t possible, and not part of our agreement with management.

Unfortunately when we did finally get a response from management, they were rude and dismissive. We are both so disappointed as when we stayed at Christmastime we had a fine experience. We absolutely won’t be...

My experience with this hotel has been beyond dreadful! So much so that I had to cancel my reservation before even staying at the property… According to the images associated with the 'Duplex apartment' on booking.com, the room we booked included a terrace. Following communication through the booking.com messaging system and a subsequent telephone conversation with their receptionist, Amtul, and her supervisor, I was informed that the terrace room could only be requested and not confirmed, as it is subject to availability (which was not directly or indirectly advised prior to booking). As per my conversation the hotel, the room we booked, with the terrace, is currently available for the dates we require, however, cannot be reserved for us. I find this hard to understand given that the room with the terrace is currently available, and I am the first customer to request, book and pay for the terrace duplex apartment for these dates. It is apparent that this hotel deem it completely normal to reserve the terrace room for a customer who hasn’t even booked this room - how strange. ||The hotel also confirmed that the terrace room is a ‘special request subject to availability’. Since the pictures on the booking.com website display the terrace as part of the duplex apartment, it is completely inappropriate to consider the terrace as a ‘special request’! Given that this is the only duplex apartment option listed - this is wholly misleading. This listing was falsely advertised as a duplex apartment being 1/1 listed on the site. This complete misleading advertisement listed by the hotel was the driving force behind us making the reservation. ||In addition, the receptionist and the entire team I liaised with was incredibly rude. An instance of this is when I asked Amtul to spell an email address she provided using the phonetic alphabet, which is a standard part of customer service, and she refused.||The customer service at this hotel is shockingly bad, easily the worst I have experienced! Quite rightly so, booking.com contacted the hotel in an attempt to make them see sense, however, they remained uncooperative which led booking.com to push for a free cancellation of my booking. Luckily, I avoided having to stay at this horrible hotel. My advice would be to avoid this place...