I am very sorry to say that I cannot recommend this B&B as it does not hold what it promises. Overall, we made more bad than good experiences. When we arrived, we were surprised how small the room was (room 9 in the Garden House) so that we did not have enough space for our luggage. This cannot be seen on the website. Additionally, the floor and the carpet were not cleaned everywhere, but what was more disgusting was that there were at least 10 spiders in the room. There was even one nearly dead spider in one of our beds under the blanket. When we complained about the inadequate cleanliness and the amount of spiders we were simply told that “it is spider time”. That was true, however, if the room had been cleaned properly the same day of our arrival – as we were told – the numbers of spiders would have been much smaller. We even found more spiders on the following days.
The room was cleaned the second day again which was fine. During the first two nights of our stay – we stayed there for five nights – there was also a terrible noise from the room next to us when other guests used the shower. It was so loud that we could not sleep any longer. This was especially annoying when the guests took their shower at 5.30 a.m. due to an early leave (comment from Frances’ assistance instead of an excuse: “We cannot tell our guests when they should take their shower”.). We then asked for switching to another room but Frances could not provide one as she was fully booked. So I asked for a discount rate as the noise was unacceptable, but she said that we already had a discount rate (which she did not mentioned before) and offered us telephone numbers of other B&Bs where we could sleep instead! So instead of saying she will do everything to make sure that the noise will be removed and that she is sorry about it she said that other guests never complained about it and was not willing to reduce the price for the room. In the end she reduced the daily rate, but it would have given us a much better feeling if she did it right from the start. As if by a miracle the noise was away on the third day. In turn, after the third night the service decreased significantly: the tea bags were not refilled anymore, used tea cups and cans were not changed regularly, after the fourth night we did not get new toilet paper, and the towels were the same even though we threw them on the floor for cleaning. It might be possible that they were washed, nonetheless it is astonishing to get the same ones again. The bed lines were not changed during our whole stay even though it was written that they are changed after three or four nights. Breakfast was good if everything was supplied, however one day sausages were out, another day it was yoghurt and again another day bananas (how could this work if you order in advance?). Very often guests themselves had to ask for food replenishments or for fresh coffee, this did not happen automatically. Both Frances and her assistance did not smile very often, and one had the feeling to bother both when asking for something. Except for Frances’ husband they were not as friendly as advertised on the website. What impacted the stay also was that the house has been under construction for years now and that the ground floor was full of building material, so that this area looked a little bit messy. Overall, these were small annoyances only, but in sum it made our stay very unpleasant. I can now fully understand the negative comments of my predecessors and cannot recommend this place.
- Official Description (provided by the hotel):
- Victorian house in quiet area of South London, within easy reach of the centre by train (15 minutes), and a short walk to the station. A pleasant area to return to after the noise of the city centre. All rooms are decorated to a high standard and have ensuite or private bathrooms, and a full english breakfast is included in the price. ... more less
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- Also Known As:
- Melrose House Hotel London