On arrival at the hotel I was promptly checked in by Zsofia. When I entered the room allocated to me on the fourth floor, I was immediately struck by the fact the room had no City view and in fact was overlooked by an apartment block opposite.
I contacted reception and they explained that Executive rooms do not, in fact, have a view but they could show me two other rooms available. Zsofia was extremely apologetic and showed me a regular room with a river view and a Suite, which was larger but with a view as well. I said that I felt it wasn't reasonable for me to downsize to get what I had paid for and if she could swap me to the larger room with a view I would be happy. Zsofia said she would check with her manager if I came to reception.
After a few moments I was met at reception by Brandy Dragan. I felt from the outset that Brandy was unnecessarily confrontational. I explained that I had booked an Executive Room with a view and if Executive Rooms did not have a view then that is misleading. She said the Executive Rooms do have a view of the city as the hotel is situated in the City of London. However to advertise a room as having a view as an added feature raises expectations when in fact there was no added value as the room actually looked onto an immediately adjacent apartment block. Brandy’s solution was to either stay where I was, downsize me to a regular room with one free breakfast or offer me the suite for £100 extra. I explained that I would not be breakfasting at the hotel.
She refused to accept that the description was misleading and her hostility astounded me. Had it not been my partner's birthday I would have asked for a refund and walked away but I had reservations for the evening and did not want to jeopardize them.
Eventually, after a dialogue of several minutes with Brandy, she said she had another room available but if I didn't like it “that was it”. She walked away from me and I never saw her again. Throughout the whole conversation she neither apologised nor sympathised. Zsofia then showed me to a room, which – although not an executive room - had a balcony and city view. I could have the room but had to accept that there was no separate shower and the TV in the bathroom did not work. In addition to this I discovered the air conditioning was faulty, as was the shower control.
I took the room as I was tired of arguing and was aware it was spoiling our day, which we had been looking forward to.
On my arrival home I spoke with lastminute.com who connected me with your other Front Desk Manager Antonio and he agreed that the room’s description could be misleading and said he would change it.
I feel that the whole situation would have been made better if Brandy had accepted the fact that to advertise a room with a City view is misleading if it has no view. According to Brandy’s logic every room in London has a city view as they are in the city, but to specifically mention this in order to add value to a room is misleading. A basement room with a window that looks out to a wall would not constitute a city view in most people's minds but according to Brandy that is what it is.
She also said most people research where they are staying before they book, implying it was my fault for not knowing the room had no view. When I book a hotel, and I have stayed in many 5* hotels around the world, I do not think it unreasonable to be able to take the hotel's description at face value.
The hotel is in a terrible location if you intend to connect to Soho or the West End.
- Official Description (provided by the hotel):
- Located on the south of the River Thames, adjacent to the London Heliport and within easy reach of Chelsea and Sloane Square; Hotel Verta provides the perfect destination when visiting the capital. From panoramic views of the River Thames, the intimate ambience and the very modern facilities, Hotel Verta has become London's most exclusive 'Hidden Gem'.The hotel's design, inspired by the Halcyon days of aviation, combines timeless elegance and the lobby is a striking double height atrium with a signature sweeping staircase up to the mezzanine level. All of the 70 bedrooms are fully furnished in a classic modern style, each with original artwork and the finest bespoke fittings.All day dining is available in the elegant Ambrosia located on the mezzanine level. A glamorous, fun and contemporary bistro/bar perfect for meeting friends and family for afternoon tea, informal meetings and after work drinks. As dusk falls, Champagne is the signature drink and guests can dine whilst admiring the views.The two level subterranean SPA Verta offering an innovative sanarium, heated loungers, steam room, sauna, gym and signature spa treatments, sets Hotel Verta apart from any London Hotel.Settings don't come much more inspiring than this, with the majority of our hotel meeting room facilities in London, featuring panoramic views of the River Thames and the London Heliport. Features include floor-to-ceiling windows and flexible inter-connecting options, when it comes to keeping you in touch; we have state-of-the-art audio-visual and telecommunications equipment, as well as wireless throughout. Hotel Verta offers 7 Meeting Rooms for between 12 to 200 delegates.Hotel Verta is the most wonderful, unique and romantic London hotel location in which to hold your wedding. For this very special occasion, we will enchant you with its addictive atmosphere and seductive environment, providing you and your guests with a magical wedding experience. The romance of Hotel Verta is beyond compare and has everything to make your wedding experience unique - superb cuisine, magnificent settings, meticulous and personalised service. The individuality of each couple is reflected in the smallest and most important details. Hotel Verta is licensed for civil wedding and civil partnership ceremonies with a dedicated Wedding Co-ordinator to help you organise the finer details of your special day. ... more less
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