Background is that this was a reservation made on May 2nd, 2013 to stay at your NH Kensington (London, UK) from Dec 7th to the 9th.
This is a tragic story of inadequate and cruel treatment of a customer which should never happen. This starts with a prepaid, non-cancellable superior room paid for in good faith on May 2nd of 2013 by a returning global NH customer who liked your hotels in other countries. The description of the prepaid room was the following:
===== Start =====
Ideal for the discriminating business traveler, our 30 square-meter Superior Room provides a spacious and stylish respite from a busy day. Soundproof windows keep you blissfully unaware of the bustling city below while you enjoy a restorative sleep on a 32 centimeter-thick mattress.
Revive each morning with a cup of freshly brewed coffee or tea, then step into a luxurious bathroom complete with a power shower and bathtub to fully awaken your senses. A work desk and both wireless and LAN internet access allow you to stay connected and productive, while cozy furnishings, a minibar and a flat-screen TV encourage you to relax and leave it all behind. Countless details have been provided to ensure a pleasant stay-from an iron with ironing board to an in-room safe.
120V, Voltage 220V.
Free Wi-Fi, Wireless internet connection in public areas, Data port, Internet access, Telephone, Wireless internet connection.
Connecting rooms, Wake-up calls.
Choice of pillows, Air conditioning, Coffee/tea maker, Desk, Fire alarm, Hairdryer, Iron, Minibar, Queen bed, Sitting area, Sofa bed.
===== End =====
Upon arriving, we were forced upon with a much smaller standard room, which was poor considering it was prepaid and arranged 6+ months ago. What I don't understand is that all hotels I have experienced in the past may have had room allocation issues, but they never offer a room worse than what was reserved and paid in advance. Normally, hotels always bump customers to a better room as it is the fault of the hotel for not being able to accommodate and should never penalize the customer. Your NH Kensington basically said "this is the only option you get!" and with little choice we went into the room to find it had no heating . We were quite appalled at the fact of getting a worse room that was PREPAID FOR, but one without heating in the month of December is inexcusable. Your hotel reception said there were no other room options and offered more blankets, it was starting to feel very cruel like we were camping at your hotel. I further argued with the reception person and they eventually scrapped us some disable-friendly room that actually was so awkward it left us feeling disabled with the lower set sink, etc. So, we had to move (evacuate) from the unheated room to a disable room past midnight. You can imagine how overjoyed we weren't and I was amazed how your staff acted like they were doing us fair and just service.
The offered consolation for the broken reservation promise was a reimbursement of 25 GBP per day, which isn't much considering this was our single vacation for the year and arrangements were made so far in advance. If we had been informed by your hotel of its incompetence of not being able to accommodate us, we could have looked at other options at other hotels. Basically your NH Kensington decided to mislead its customer (fraud a better word) and forced them into an inferior option with very little recourse.
Another strange thing is as I was being told all sorts of excuses all with a positive bias towards how the hotel had no other rooms, just past midnight a person walked in and was given a SUPERIOR room right in front of my face. In confronted your reception person again, they said it was a previously reserved room, but how does that differ from my situation as I had arrived many hours earlier? I don't like to bring up the possibility, but I am guessing it is some sort of discrimination by your staff assuming I would be the easier person to screw over.
One last thing, when I was checking out, the reception person initially claimed that there was no 25 GBP per day reimbursement noted to be returned on my room details. I had been quite calm, but was pushed into aggression again at your hotel's attempt to do us wrong again even to the end. I basically forced your staff to keep at least this promise in cash on the spot as I could see I can't trust them at a long distance once I left the country. This whole unique experience has been one for the record books in how to screw a customer.
To summarize, we prepaid 6+ months for a specific room with specific attributes and was given a room of smaller size, smaller bed, no bathtub, quite noisy and absolutely no view. Also, initially a room with no heat in December and ended in a shabby disabled friendly (normal person unfriendly) room and was almost screwed out of differential compensation at the end.
So there it is, I post this review in the hopes that there is someone in the NH World who give a damn and can correct such unfair, unjust, and fraudulent treatment of its customers. I've wasted more time reliving this unpleasant experience and time to describe this in the hope that whom ever are the culprits will get punished and this never happens to another customer.
- Official Description (provided by the hotel):
- The four-star NH London Kensington is the beginning to a wonderful London getaway. Centrally located in London's Royal Borough of Kensington and Chelsea, the hotel is surrounded by historic buildings, famous cultural institutions, and world-renowned destinations for shopping and nightlife. The perfect connecting to public transportation (5min walk to Earls Court Tube/ Bus Line 74 in front of the hotel) makes NH London Kensington the top spot for a weekend break, shopping trip or a great base to discover all beautiful sights of the capital. ... more less
- Reservation Options:
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- Also Known As:
- Nh Kensington Hotel London
- Nh Kensington London
- Nh Hotel London
- Nh Hotels London