Please read this if you are thinking of purchasing a package at Royal Horseguards from FamilyGetaway.com or another discount travel website.
I purchased a 3-night package at Royal Horseguards from a discount travel website, FamilyGetaway.com (a sister company to LuxuryLink.com) in September 2011. I paid - in full - over $1,600 two months before my trip for two "Deluxe Double" rooms, each with a double bed per room. I received an email from FamilyGetaway confirming these two specific rooms and bed sizes for my dates.
Three nights before my arrival, I called Royal Horseguards to reconfirm. They could only find a reservation for one "Standard" room, so I called FamilyGetaway to follow up. FamilyGetaway.com discovered that while they were able to find the two rooms for my reservation, Royal Horseguards had downgraded us to two Standard Twin rooms, each with a pair of twin beds. (Smaller beds, smaller living space, less amenities, etc.)
This surprised me because 1) I paid in full two months earlier; 2) the hotel's reservation website had availability for Double Deluxe rooms for my dates; 3) there are 110 Deluxe Double rooms vs. only 9 Standard Twin rooms, so there should have been plenty of available inventory.
Royal Horseguards does not honor its discounted room clients. What kind of business establishment treats potential customers with such disregard?
FamilyGetaway.com was not able to resolve this issue for me - they could not get me the two Double Deluxe rooms that I paid for. My choices were to accept the downgraded Twin rooms or get a last-minute refund (after they already held my $1600 already for two months). Two nights before my departure, I had to find another place to stay in London. Needless to say, this was extremely stressful.
I did get a refund and a $100 "credit" from FamilyGetaways, but I will never use it.
I am a frequent traveler who stays in nice hotels perhaps 30 nights per year. This is one of the most frustrating and disappointing travel experiences I have had. I just wanted to warn those who are considering this hotel and/or FamilyGetaway.com.
Royal Horseguards/FamilyGetaway.com said the hotel had the right to change the reservation, HOWEVER I paid in full in advance to hold my rooms and there was availability for the Double Deluxe rooms. While it may not techically have been illegal, it certainly was unethical and unacceptable.
- Official Description (provided by the hotel):
- This majestic five-star hotel presides over the River Thames. From glittering chandeliers to contemporary design, this central hotel near the London Eye reflects a proud heritage. Expect more, with free wi-fi throughout the hotel, fully refurbished Victorian splendour, award-winning dining, afternoon tea and sumptuous river view suites. ... more less
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- Also Known As:
- The Royal Horseguards Hotel London
- Royal Horseguards London