Having stayed at this hotel at least 10 times over the past 6 years my I suffered the worst experience just last week when I stayed there with my mother. She arrived 3 days before I did and on Monday 6 of June while having a bowl of soup in the hotel piano bar her handbag was stole right off the chair where she was seated. She lost everything, thousands (money, credit cards, cell phones , prescription glasses etc), except her passport. One or two of the hotel staff members were helpful but it was very disappointing to learn that she was advised that SHE would have to go to the police station to report the incident. Worse yet she was told to take a taxi or the tube to do so. Remember she had no $. Fortunately a female staff member, Julie, showed some compassion and assisted her with transportation.
I arrived the next day. The police called a couple times to give an update on their investigation. No one from the hotel did. We had to BEG a few times with the various front desk managers on duty for some sort of compassion and assistance. Remember we have been staying there many years now. What was interesting was that some staff members, not management, expressed concern about how the matter was being handled and kept insisting that we continue to speak to the management. Something didn't feel right!
That aside when we were checking out some charges which, it was agreed, would be waived, appeared on our bill so we had to ask for the manager on duty AGAIN. This time it was Nick. He then mentioned to my mother that he had heard that at the time of the incident she left her bag unattended in the piano bar and went to the concierge for a newspaper. She then lost her composure! That was a complete lie and there are security cameras to show. she demanded to know where that information came from and whether it was in any report. Nick refused to tell her anything and mentioned that he was really asking a question. What a lie! I then told him, shouting, that he was full if it and the hotel has no regard or compassion for guests who are robbed IN their hotel. That was when we got some attention but not much.
The security person came along, said he had heard of the incident and wanted to know what was being done about it. He also asked us what we wanted him to do. THIS IS THE HOTEL SECURITY PERSONNEL. Need I say anything more?
So we checked out on June 14, 2010 with the menial discount we BEGGED for vowing never to return.
Having recommended this hotel to many friends and family over the years we have no choice now but to change our position. The experience has left such a bad taste that we could not in all consciousness recommend the Millennium Gloucester to anyone we know.
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- Also Known As:
- Millennium Gloucester London
- Millennium Gloucester Hotel London