Fox Connaught — Restaurant in London

While our initial experience was excellent, our checkout was completely overshadowed by the rude and dismissive behavior of two staff members, leaving us feeling discriminated against based on both our age and appearance.

Initially, I had a great experience. Upon arrival, we were warmly greeted by Poli, who was extremely friendly and helpful. She took the time to explain the hotel’s facilities and even showed us to our room and the side entrance for late-night access. Later that evening, around 10:30 PM, we visited the bar, where both the bartender and waitress provided excellent service. The waitress professionally informed us that the bar would be closing soon, which we appreciated.

However, the following morning at checkout, we encountered two extremely unprofessional staff members who treated us in a completely unacceptable manner. When we approached the reception desk to check out, the two staff members—a woman behind the desk and a man leaning against it—ignored us while they carried on a personal conversation. When they finally acknowledged us, the woman rolled her eyes before giving her colleague a subtle nod, prompting him to turn to us and dismissively ask, “You okay?” We explained that we were checking out and handed over our room key, to which he quickly muttered “Thanks, guys” before immediately turning back to his conversation, making it clear that we were nothing more than an inconvenience.

This treatment was not just rude and unprofessional—it made us feel unwelcome and judged. The stark contrast between the exceptional service we received the night before and the dismissiveness we faced at checkout suggests that we were treated differently because of our age and attire. It felt as though, because we were dressed casually ready for a long journey 6 hour journey from London to North Wales and were younger guests, we were not afforded the same level of respect as others. No guest should ever be judged or treated unfairly based on their age or clothing, and this experience has left us deeply...

Well what a shocker, after staying here previously with no problems this time was a shocker of an experience. Firstly walking in and noticing the place has become quite run down, untidy and the staff didn’t really seam to want to clean up empty glasses or wipe dirty tables down…

Anyway, gets to our room to be greeted by more worn out and run down fixings, firstly the TV didn’t work, batteries and battery covers missing off the safe and room door lock, a really REALLY filthy shower and to top it off no hot water at all!! The only other spare room was a tiny unprepared room two floors up which they gave us a key for so we could use the shower! Not good enough!

Bar staff used the same measure for the spirits without cleaning it several times and made the other half’s gin taste like Malibu. So the drinks had to go back.

As we were only one floor up the noise from the bar was mental. Don’t expect a quiet night if you end up on the first floor, it was really overwhelming. Not like we could put the TV on to help is it!

All of this stacked up we really were fed up and decided to leave and head home that night, which was also the day of arrival, so we didn’t get to stay over after all.

We were offered a refund, and by the time of writing this we STILL haven’t received the refund back and it’s been over two weeks. Which is beyond a joke and totally unacceptable.

Only good thing about this place is the location to the excel, the 02, transport and trains. But really don’t expect nothing from this place if you stay here. My advice. Don’t.

UPDATE As of the 26th November we still haven’t had a refund, we have left messages and rang plenty of times, cannot get a call back. Yet at the time a refund was promised

This is technically theft! We didn’t stay there and they have kept our money!! Seriously!!

UPDATE 2

WE HAVE TRIED PHONED SEVERAL TIMES AND LEFT MESSAGES WITH NO PHONE CALL BACK, NOW YOU WANT US TO PHONE AGAIN? ARE YOU...

The bed was comfy and the location was excellent. Sadly the positives end there. We booked for 2 nights early September. Our flight to London was delayed which I informed the hotel of at 7pm once we knew it was delayed. We arrived at the hotel around 1am to closed doors and no way in. Several calls later it looked like the staff had abandoned the place. Thankfully, there was a Premier Inn across the road which was open, so we had to fork out 140 pounds for the night, otherwise it would have been sleeping on the street. We arrived at the Fox Connaught the following morning to be told reception doesn't open until 10am. So much for getting a headstart on seeing London. After waiting around for a while, we finally spoke to a manager who told us they only saw our message that morning and they'd be putting through a full refund for the 2 nights for our inconvenience. It's been 2 weeks and there has been no refund and the hotel will not answer the phone or answer emails. Terrible customer service. If it wasn't for the being locked out, I highly doubt we'd have had a good experience. The rooms were spacious and comfy but the bathrooms were terribly dated with no shampoo/conditioner and the shower gel dispenser was empty. The bar below looked lovely, we didnt eat there so we can't comment but 6 pounds for a beer seems extremely high for a standard English pub. We slept well but woke up sweating in the middle of the night so we turned on the air con which was broken and made a noise turning on and off that would wake the dead. We paid for breakfast but that was clearly not gonna happen as we left through an empty pub with one staff member who we told, we didn't get our refund and she took my email and promised to be in touch. If you're around this side of London, I can give you 100 positives for the Premier Inn we stayed directly across the road. Please pay that tiny bit more and stay there instead of this god...