My boyfriend and I stayed at The Quality Maitrise Hotel for one night for my birthday in March. Overall I was impressed with the hotel, the staff seemed friendly and accommodating, we wanted to iron some clothes so we phoned reception and an ironing board and iron was outside our room within minutes. We travelled to London on a Wednesday then checked into our room, left our bags there and went shopping. On the Thursday, we had to check out of the room by about 11am and we had plans to go to Madame Tussauds and lots of other places that day before we travelled home that evening and didn't really want to be carrying our heavy bags around everywhere with us, we asked at the hotel reception and they kindly said that we could keep our bags in a locked 'cloakroom' at the hotel while we enjoyed our day and could go and pick them up later. This was a great help for us and made everything so much easier. The rooms were very modern, clean and comfortable and the hotel was only two minutes walk from the nearest tube station which was brilliant as we travelled around London a lot in the two days we were there. We only booked the hotel the day before we travelled via laterooms.com which cut the cost down considerably. However, we booked a double room through the website but when we arrived at the hotel we were told by the receptionist that on her file we had only booked a twin. We were not happy at all about this as we had specifically booked a double, but luckily there were other rooms free so the lady said we were able to change this although I was annoyed when the she said we must pay a fee (£20, admittedly not a huge charge but considering it wasn't our mistake in the first place, I was not at all happy about paying this) which we did and then we got the room we wanted. There was also another issue that did not come to light until after we had returned home. The receptionist said that as hotel policy they must take a swipe of a debit/credit card and take a £50 deposit which would be refunded after your stay providing the room was left how it was when we first got there. We used my partners debit card for this and we left the room in perfect condition, just as we found it (as we naturally would) but upon our return and after waiting a week or so, the £50 had been taken, but we still didn't get the £50 refunded! When we contacted the hotel, this was then actioned with apology and we did receive the money back shortly after complaining. Overall the hotel was pretty much perfect for what we needed and the rooms and general feel of the hotel was to a high standard, very modern, nice and comfortable. Apart from the problems that we had, our hotel stay was enjoyable and we did get a good last minute rate. I think I would return in the future as it was in a quieter area but being only two minutes walk to the tube station, we were within easy reach of everything that we needed and that really made everything so much easier and very enjoyable. All in all, I had a brilliant birthday and if it wasn't for the few minor problems we had, it would have been perfect.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
17 May 2012
Report response as inappropriate
Thank you for your very kind review.
I was delighted to read that you enjoyed your time with us & it is very rewarding for my team to see that all of our efforts are noticed & appreciated.
My sincere wish is that all guests staying with us enjoy their stay & return to us in the near future.
I was a little disappointed to note that there were a couple of issues regarding the room you had booked & that your money was held for longer than it should have been.
I would like to explain that we don't actaully charge the £50 but we do authorise this amount which holds the money without charging.
It does take a few days to release the hold but the money remains in your account at all times.
I do hope that you will return to us very soon & I hope to have the pleasure of meeting you myself.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC