I don't like leaving a bad review, and this wasn't completely bad by any means. The location wa good - a couple of minutes walk from Lambeth Station and about 10 mins walk to Waterloo. Plenty of places to eat and a few bars right round the corner and of course all that Waterloo can offer minute away. The Vaults, and Banksy Tunnel are fantastic. The maintenance team were really nice, three different gentlemen I think I spoke to overall and they were really chatty and smiley and happy to help. The room was alright. The bed was comfortable enough. The shower was good. So, now the rest of the review which in all honesty, if you broke all the bits down and they happened just individually they wouldn't be too much of a concern. It's just the string of minor inconveniences which have irritated us and lead to us agreeing not to go back there next time. The two women on the front desk couldn't crack even a fake smile between them and didn't make eye contact when we arrived it was like talking to a brick wall. Long periods of silence and you start to question whether they forgot you were even stood there. The card to let us into our card didn't work so two tired people with a load of luggage had to trudge wearily back to reception again. The TV had no lead in it so it didn't work, and we had to go to the front desk for a third time in 20 minutes. The TV was only going on for a bit whilst we chilled out, had a tea, and then got showered and ready to go out. So that alone wasn't a huge issue it was just a bit annoying. The maintenance team sorted it super quick and were really nice. The room was freezing to the point my partner struggled sleeping. No heaters. We already felt like reception were annoyed with us so didn't want to ask them. The second morning, reception took the used towels but didn't replace them with enough so we had one between us. We had gone for breakfast round the corner and came back wanting showers so we could go out for the day, and so another trip to reception stood behind a family who were checking in with a bored-faced, barely breathing woman, whilst a few of us waited to be seen to and two other members of staff stood there, not dealing with any of them. Queue one of the maintenance guys appearing who asked me if he could help with anything. I mentioned towels and be went behind the desk and the woman asked what was wrong and when he told her, she said something to him I couldn't here and he vanished. I stand there, for about 3 or 4 minutes and thought 'perhaps I should just ask what's happening as the man went back off somewhere else so he can't be getting towels', and because nobody could be bothered to let me know the deal I asked her and she informed me the towels would be brought to my room. Over an hour later, I decide to just use the one my boyfriend had previously used because we really needed to get on with our afternoon. They eventually turned up probably an hour and 20 later. At some point a loo roll was removed from our bathroom, but we don't know when. We just realised after we came back and went to use the loo that there was only the one roll on the holder now, with hardly and paper on it, when on our arrival the previous morning there had been two full rolls there for us and neither of us had thrown an empty loo roll tube in the bin, nor had we used enough paper to wrap around the equator, so I'm not sure what that was all about but it was really odd. I did have a conversation with a friendlier and warmer young woman at the reception desk on our second day, regarding breakfast menus and times for the following day. She also had told me the bar was open 24 hours. This is also what their website says. And the site we booked through. Now, this is not true. The bar is definitely NOT open 24 hours. Later on our second night I went to the reception area to get a bottle of water and to see what drinks they had at the bar. It was closed. I conversationally asked the woman who was working the night shift if the bar was closed and mentioned that I'd been told earlier that day it was a 24 hour bar. The woman refused to look up from her computer screen, another victim of the customer service school from Hell, and it was obvious that I was just a complete annoyance to her. She had zero interest in talking to me, and just bluntly said 'it isn't OPEN 24 hours a day. We have a 24 hour license'. OK. Fine. Well perhaps you shouldn't inform people that it is open 24 hours a day, then. I said I was told earlier it was and she just said it isn't. Still not looking up. Still sounded bored to tears. No acknowledgement or 'sorry for the misunderstanding'. No 'we'll look at getting the website changed to be clearer'. No 'goodnight' when I went to leave. If I'm honest, she annoyed me a bit and acted like I was begging her for alcohol and was some sort of wreck head. No, I just wanted some level of customer service out of any of you people. We did see a room service ad somewhere. Perhaps the booking site we got the room. Through. So at one point my partner tried to dial out from the rooms phone, only for the receptionist to pick the phone up, say hello, then hang up on him three times in a row until he gave up. Then the fire alarm kicked off really early on Saturday morning and woke everyone in the building up but nobody came to tell us it was a false alarm, or sorry for the disturbance. So, overall, the customer service at this hotel is really not great. You should let the maintenance guys run the place, they at least seem to give a toss what the customers want and as for impressions... The impression we have is that you couldn't give a toss if we write up a bad review on trip advisor or not, so you probably won't even bother reading this but if someone by any remote chance is reading this, please train your front desk staff to be less rude and at least pretend to be happy. They're clearly in the wrong job. …
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.