My family and I recently stayed here during our trip to London. While the hotel itself offered affordability, cleanliness, and a convenient location, our experience was marred by an unfortunate encounter with a member of the staff that left us deeply disappointed.
During breakfast, my wife politely requested if the lactose-free milk we had brought for our lactose-intolerant daughter could be warmed up. We were met with outright rudeness from a staff member responsible for the breakfast/kitchen area. Despite our explanation and past experiences in other hotels where such requests were accommodated with grace, she adamantly refused, citing a policy against warming outside food.
It was not the policy itself that upset us, but rather the lack of compassion, manners, and customer-centric approach displayed by the staff member. Her dismissive attitude and unwillingness to find a solution left our daughter feeling sad and unwelcome. We have stayed in numerous hotels in the past, and never have we encountered such poor treatment.
In previous experiences, hotel staff have gone above and beyond to accommodate dietary restrictions, sometimes offering simple solutions like providing warm water for guests to warm their own milk. However, the staff member here seemed uninterested in finding a compromise or even considering our needs.
While we appreciated the affordability, cleanliness, and excellent location of the hotel,this part gave us a bad experience