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“Offensive receptionists”

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The Wesley Hotel & Conference Venue
Ranked #475 of 1,076 Hotels in London
Reviewed 23 July 2013

Food excellent; room ok; most staff friendly and competent.

Checking in receptionist was very offensive. Told me I didn't have a reservation; then told me I'd booked for only one night; then told me repeatedly that I had not and could not have booked early checkin and late checkout as these were not available online. I showed him the confirmation email that confirmed - and charged for - three night booking with early checkin and late checkout. Of course no room was ready. The receptionist also told me that late checkout couldn't be booked ahead and I had to tell them the day before.

Checking out. I decided I would check out promptly and checked out at 9am. The invoice showed a late checkout charge of £30. They removed this when I told them to.

Now I get home and I see they charged me twice for early checkin!

The food was very good and the sleep was excellent. Single rooms are basically student accommodation (eg very thin walls, tiny pointless desk). Double rooms are fine (I have stayed once before).

If/when the booking system becomes trustworthy and the receptionists are taught how to deal with customers, I would recommend.

Room Tip: In the single room I had I could hear the guy snoring in the next room. Could have been worse of co...
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  • Stayed: July 2013, travelled on business
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1  Thank Ivan6612
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KAMAU1969, MD at The Wesley Hotel & Conference Venue, responded to this reviewResponded 13 October 2013

Distinguished Guest IVAN,

It is very clear from your review that we did not live up to your expectation. Thank you for highlighting the areas you felt we fell short. I promise you that all these have been investigated and improvements made so that our guests can continue to enjoy premier services and quality stay. We happened to have some overzealous new receptionsts on the day and we have trained them on excellent customer service.

As you may have learnt from us during your stay, we are the first ethical hotel in the UK. What that means is that we aim to provide guests with what we promise, that is quality service and accommodation but also all our profits are gift-aided for the education of deserving students all over the world.

Once again I give you my promise to thoroughly deal with all the issues that made you that unhappy and hope I can persuade you to try us in a few weeks to see for yourself.

John Nyota
MD

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,219 - 1,225 of 1,773 reviews

Reviewed 21 July 2013 via mobile

Rooms are great, location is brilliant and meeting and the greeting was fantastic. But not foggetting to mention check in by the reception James considering he was new, me and my girlfriend was over wealmed by his hospitality he provided.
He showed us the best tourist attraction in london and how to get around london by train, he helped lift up luaggage because there was a small set of stairs in entrance. Very polite and very professional four star hotel, four star service. He made our experience bright, Thank you James ;)

  • Stayed: July 2013
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Thank Sabastian10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KAMAU1969, MD at The Wesley Hotel & Conference Venue, responded to this reviewResponded 13 October 2013

Esteemed guest

Thank you for choosing to stay with us and posting such a positive review! I am extremely delighted that we exceeded your expectations. We have created in this space some of the most comfortable bedrooms rooms that compete favourably with five stars hotels in London. We have rooms in all sizes to give our guests a wide choice.

Thank you for giving us the opportunity to offer you TheWesley brand of hospitality and letting the everyone know how much you enjoyed it. A social enterprise like ours thrives on the positive messages from people like yourselves.

As you may have learnt from us during your stay, we are the first ethical hotel in the UK. What that means is that we aim to provide guests with what we promise, that is quality service and accommodation but also all our profits are gift-aided for the education of deserving students all over the world.

We look forward to welcoming you back!

John
MD

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 July 2013

We booked a deluxe double room at this hotel from Saturday, July 13th until Monday 15th. We arrived around mid-day, checked our booking and left our suitcases as it was too early to actually check in. We went off for the day and came back at about 9.45pm to be told there was no longer a double room available for us. An attempt was made to find us a room at another hotel but after a few minutes we were told that our best option would be to take a single room they could offer us and another private sub-standard room in the basement. This was because it was very busy in London and they might not be able to get us another room elsewhere. Apparently it is standard practice to overbook and had we booked direct with the hotel this wouldn't have been a problem! We were given £100 off the price of our booking - not brilliant considering the inconvenience and disappointment of it all. We were given a Jubilee room for the second night but the air conditioning wasn't working so we ended up moving again. We put in a formal complaint at the end of our stay and were told that there wasn't a manager we could speak to but someone would get in touch - so far this hasn't happened. This has been a really disappointing experience for us particularly as the hotel claims to be 'ethical' and not like other 'profit maximisation' hotels!
On the plus side the deluxe room we eventually ended up in was clean, tidy, ample room and the air conditioning worked! The staff were friendly and on the whole helpful.

Room Tip: Jubilee rooms aren't worth the extra money. Make sure you check in early on a Saturday night
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  • Stayed: July 2013, travelled as a couple
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Thank Rosemary M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KAMAU1969, MD at The Wesley Hotel & Conference Venue, responded to this reviewResponded 13 October 2013

Distinguished Guest,

It is very clear from your review that we did not live up to your expectation. Thank you for highlighting the areas you felt we fell short. I promise you that all these will be investigated and where improvements are needed made so that our guests can continue to enjoy premier services and quality stay.

As you may have learnt from us during your stay, we are the first ethical hotel in the UK. What that means is that we aim to provide guests with what we promise, that is quality service and accommodation but also all our profits are gift-aided for the education of deserving students all over the world.

Once again I give you my promise to thoroughly deal with all the issues that made you that unhappy and hope I can persuade you to try us in a few weeks to see for yourself.

John Nyota
MD

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 July 2013

I stayed here with a colleague, we were attending a conference a short walk away. We shared a twin which was reasonably sized. Could have done with more power points though. The room was well equipped with water, biscuits, tea and coffee. Bathroom was very small though.
Buffet breakfast was basic but adequate- we hadn't taken the cooked option. I'd stay here again.

  • Stayed: June 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Thank Claire_10_77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KAMAU1969, MD at The Wesley Hotel & Conference Venue, responded to this reviewResponded 13 October 2013

Esteemed guest

Thank you for choosing to stay with us and posting such a positive review! I am extremely delighted that we exceeded your expectations.

We have created in this space some of the most comfortable bedrooms rooms that compete favourably with five stars hotels in London. We have rooms in all sizes to give our guests a wide choice.

Thank you for giving us the opportunity to offer you TheWesley hospitality and letting us and all our potential guests know how much you enjoyed it. Thank you for highlighting the areas you felt we fell short. I promise you that all these will be investigated and where improvements are needed made so that our guests can continue to enjoy premier services and quality stay.

A social enterprise like ours thrives on the positive messages from people like yourselves. As you may have learnt from us during your stay, we are the first ethical hotel in the UK. What that means is that we aim to provide guests with what we promise, that is quality service and accommodation but also all our profits are gift-aided for the education of deserving students all over the world.

We look forward to welcoming you back!

John
MD

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 July 2013

Rooms a bit small and outside air conditioning can be loud but better than traffic noise.staff friendly and helpful and breakfast excellent. Ate in one night and it was good too.
Location was superb--approx 150 yards in to Euston and the Northern line !

  • Stayed: July 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Jeanwhyte
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KAMAU1969, MD at The Wesley Hotel & Conference Venue, responded to this reviewResponded 13 October 2013

Esteemed guest

Thank you for choosing to stay with us and posting such a positive review! I am extremely delighted that we exceeded your expectations.

We have created in this space some of the most comfortable bedrooms rooms that compete favourably with five stars hotels in London. We have rooms in all sizes to give our guests a wide choice.

Thank you for giving us the opportunity to offer you TheWesley hospitality and letting us and all our potential guests know how much you enjoyed it. Thank you for highlighting the areas you felt we fell short. I promise you that all these will be investigated and where improvements are needed made so that our guests can continue to enjoy premier services and quality stay.

A social enterprise like ours thrives on the positive messages from people like yourselves. As you may have learnt from us during your stay, we are the first ethical hotel in the UK. What that means is that we aim to provide guests with what we promise, that is quality service and accommodation but also all our profits are gift-aided for the education of deserving students all over the world.

We look forward to welcoming you back!

John
MD

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 July 2013

I thought I was booked in to a superior hotel - double bed in room of reasonable size - instead it was like a glorified student accommodation - small single bed in a hostel. It was well appointed however with bottled water tea coffee, biscuits and the bed was comfortable. An extra, thin curtain would have been nice as once the main curtains were opened there was no privacy.

Shower was quite slippery so not really suitable for older people.

Staff on reception were initially impressive and helpful but when I went away for two days and asked for the room which had already paid for to be held I came back and found it had been let to someone else. Gives you a strange feeling - also probably illegal. Fortunately they had a bigger room free and I was upgraded.

Location is very convenient to Euston and restaurants near the station.

I also found the maids out in the corridor very noisy at 8 in the morning like another reviewer.

  • Stayed: June 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Thank barbara s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KAMAU1969, MD at The Wesley Hotel & Conference Venue, responded to this reviewResponded 13 October 2013

Distinguished Guest,

Thank you for the many positives you mention regarding your stay with us. It is very clear from your review that we did not live up to your expectation. Thank you for highlighting the areas you felt we fell short. I promise you that all these will be investigated and where improvements are needed made so that our guests can continue to enjoy premier services and quality stay.

As you may have learnt from us during your stay, we are the first ethical hotel in the UK. What that means is that we aim to provide guests with what we promise, that is quality service and accommodation but also all our profits are gift-aided for the education of deserving students all over the world.

Once again I give you my promise to thoroughly deal with all the issues that made you that unhappy and hope I can persuade you to try us in a few weeks to see for yourself.

John Nyota
MD

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 July 2013

We visitted the MIC hotel during Easter with our family and were very pleased. The rooms are well appointed, and the staff were more than friendly. Th ebreakfast was rich and the dinner was truly fantastic. gorgeous suite.

Room Tip: if you need a cot make sure it comfortably fits in your room prior to booking.
See more room tips
  • Stayed: May 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank jrmutt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KAMAU1969, MD at The Wesley Hotel & Conference Venue, responded to this reviewResponded 13 October 2013

Esteemed guest

Thank you for choosing to stay with us and posting such a positive review! I am extremely delighted that we exceeded your expectations.

We have created in this space some of the most comfortable bedrooms rooms that compete favourably with five stars hotels in London. We have rooms in all sizes to give our guests a wide choice. Thank you for giving us the opportunity to offer you TheWesley hospitality and letting us and all our potential guests know how much you enjoyed it.

A social enterprise like ours thrives on the positive messages from people like yourselves. As you may have learnt from us during your stay, we are the first ethical hotel in the UK. What that means is that we aim to provide guests with what we promise, that is quality service and accommodation but also all our profits are gift-aided for the education of deserving students all over the world.

We look forward to welcoming you back!

John
MD

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Wesley Hotel & Conference Venue

Address: Euston House 81-103 Euston Street | Camden, London NW1 2EZ, England (Formerly MIC - Hotel and Conference Center)
Region: United Kingdom > England > London > Regent's Park / Kings Cross
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Suites Wheelchair access
Hotel Style:
#308 Luxury Hotel in London
#359 Family Hotel in London
#363 Romantic Hotel in London
Price Range: £96 - £218 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Wesley Hotel & Conference Venue 4*
Official Description (provided by the hotel):
Based in Central London Euston, the four star Wesley Hotel & Conference Venue enjoys a convenient central location within easy reach of key transport connections such as Euston and King’s Cross stations. The Wesley has all the facilities you need under one roof. Space to meet, eat, sleep and enjoy a relaxing evening. Meetings With 15 meeting rooms accommodating up to 150 delegates, you’ll find flexible space for any size of business or personal event or celebration. All rooms are AV ready supported by knowledgeable and supportive staff. Restaurant When it’s time to dine, our bar and restaurant, The Savannah, which recently underwent a £1.5m refurbishment, serves freshly prepared food from sustainable suppliers. The Savannah boasts perfect space for networking events, private functions and Christmas parties. Bedrooms Single, double and king-sized rooms at the Wesley are furnished with comfortable beds to guarantee guests get a good night’s sleep. Sustainability Our ethical ethos is further reason why we’re not just another London hotel. We’re a social enterprise, anything the hotel makes goes straight to charity. We are Gold Investor in People, and accredited by Sustainable Restaurant Association and Green Planet. We’re the only hotel to receive a Social Enterprise Mark. ... more   less 
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Also Known As:
Mic - Hotel London

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