At the end of November, I stayed in this hotel for 3 nights. I travel around 5 months out of the year for business & stay in a lot of hotels worldwide. Upon checking out this hotel after a 3 night stay, I had realised that the hotel had charged me an additional £200. Upon phoning the hotel to query the charge (as I thought they double charged me for my room by mistake), I had been told by the rude & unhelpful man on reception that I was charged £200 for carpet damage. Completely shocked I had asked what carpet damage and he had taken a stern tone and told me "I only work here" - I thought that was quite obvious to be honest. He proceeded to tell me that I would need to speak with booking.com to query this or speak with the manager of the hotel. I asked if speaking to a manager was possible and he said "no". I then asked for proof and he said that they didn't have any photos of the room before I had arrived. Quite honestly, as I travel so much for business, I don't feel it necessary to take an inventory upon arriving in a hotel room each time.
After contacting booking.com, they had liaised with the hotel directly who proceeded to refuse a refund. Booking.com themselves had told me I was a genuine, loyal customer with no complaints or issues with any of my bookings before. Eden Plaza Hotel told booking.com that they received complaints about the room, after my checkout.. The meer fact that they sold this room with apparent "carpet damage" says it all.
I have worked in the hospitality industry from a young age & appreciate the efforts that go into running a hotel and with this being said, I would hold my hands up should I have caused any type of damage or issue with any hotel room. Even if I had of, take a look at the pictures of this hotel's single rooms... No way would it cost £200 to get this cleaned or replaced!
As a young, self-employed business woman, I am absolutely appalled that this hotel have taken such advantage of an individual. They clearly seen me as an easy target & I would advise anyone TO ADVOID THIS HOTEL AT ALL COSTS!!!!! The staff are rude, unhelpful and a disgrace to call this a "reputable business".
- Official Description (provided by the hotel):
- Situated in Queens Gate, South Kensington, this newly refurbished 3 Star Deluxe Hotel offers a chic yet comfortable atmosphere in a fantastic location.Set opposite some of the most famous Museums in London - the Natural History, Science and Victoria & Albert Museums, the Hotel is just moments away from the shopping of Harrods and Harvey Nichols, the Serpentine Gallery, the Royal Albert Hall, Earls Court as well as Hyde Park and Kensington Palace/Gardens. So whether you are visiting for business or pleasure, the Eden Plaza Kensington is an ideal base for your stay in London. ... more less
- Reservation Options:
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- Also Known As:
- Eden Plaza Kensington Hotel London
- Eden Plaza London
- Hotel Eden Plaza
- Eden Plaza Hotel London