We had booked a superior room for a recent 4 night stay in London. We are regular visitors to the Apex and had been looking forward to it.
When we checked into the 5th floor room it had a slightly stale smell every time we entered, but this dispersed with the use of the aircon.
The main problem was with the mattress on the bed, it was quite simply past it. After a restless night, I called down and spoke to the duty manager at 7.00 a.m. and asked for a change of room. Her response was that all the beds were the same. I pointed out that this could not be the case as we had always been comfortable at the hotel and had stayed there on many occasions. She then agreed to get housekeeping to look at the mattress and suggest a solution. After three hours nothing had happened. We were then told that housekeeping would look for a solution whilst we were out for the day.
On our return we were told that a board had been put under the mattress to make it firmer. We checked, and surprise, surprise, nothing had been done. We were then offered an alternative room on the first floor which had a new mattress (so much for all beds being the same). On viewing the room it was patently obvious that it was not a superior room. We challenged this and were told that it was. Remember my first comment that we had stayed there several times, and are well aware of the difference in the room types.
At this point I got really angry, and demanded a new mattress in our original room. Miraculously one was provided (we decamped to the bar while this was being done). It should not have taken nearly 11 hours of argument to get to this stage. It is simply the first duty of any hotel to provide a comfortable bed. The second duty is to deal with complaints quickly and efficiently. Neither of these points were achieved.
Another issue was the breakfast. In this case it was not included in our room. The service was slow, and bordering on surly. Our neighbouring guests made a small justifiable complaint, and the member of staff made a face behind their back. This is not on. On subsequent mornings we simply went round the corner to the Wetherspoons pub. Slightly more self service, but done with a smile.
On check out I filled out a comments card, mentioning the issue with the bed, and so far have had no response. We have been faithful customers to the group in London and Scotland for many years and feel badly let down. We feel that the opening of new hotels in London has led the management to take the eye off the standards of their original London hotel.
If a worn out mattress was not enough, the staff using the service door opposite our room let it slam constantly. A simply adjustment of the closing mechanism would have sorted this out. And to add insult to injury, we ran out of loo roll as a spare had not been provided!!!\
All in all not good enough.
On the plus side, the bar staff and concierge remain efficient and welcoming.
- Official Description (provided by the hotel):
- Apex City of London Hotel provides memorable stays in the heart of London. It’s known for its friendly and warm welcome from check-in right through to check-out. You’ll be well looked after during your stay with a team on hand to answer all of your questions and help plan your visit. The hotel is located in central London, close to Tower Bridge, and is just a 30-minute trip on the DLR from London City Airport. The natural light that filters through floor-to-ceiling windows in the contemporary restaurant, lounge and bar area makes this hotel a great place to meet, eat or relax. Each bedroom features a 40” LCD TV with Sky channels and complimentary high-speed Wi-Fi for all of your personal devices. You’ll also get complimentary Elemis toiletries and a hair dryer in your room meaning you can travel light. The hotel has three meeting rooms available and a Technogym featuring cardio and weights equipment making it perfect for business stays away from home. ... more less
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- Also Known As:
- Apex City Of London Hotel London
- Apex City Hotel London
- Apex City London Hotel
- Apex Hotel London