This is not likely to be a destination hotel, so we just needed a good nights sleep before our early flight. Arrival; no help with bags, noisy reception area; had to shout to be heard, which was farcical. They had a convention staying so perhaps that explained the chaos in reception. Our receptionist was doing his best and because we had 3 to share he upgraded us to a suite, which was nice, and appreciated. We had missdirection to the elevator by another member of staff, who pointed us to a lift a long way from the room. Long, long, long trudge with cases to room. The room was big. Nesspresso machine, 2 tvs. Window open in room which was odd, but it smelt damp and musty so perhaps needed fresh air. Bathroom and beds ok, but horrid lumpy pillow with feathers I could feel; the worst I can remember for a long time.
At 4am the fire alarm went off, intermittently; odd. At first I thought there was a faulty smoke detector just in our room. Called every available number internally to find out- no answer from any. Alarm stopped, then started again. So I called the booking line as if a new guest. Then I was told a delivery driver was pressing an emergency button by mistake and woke the whole hotel! I cannot believe the hotel has a system where that should happen, but no doubt something odd did happen.
At checkout I wanted a part refund. I asked about the very disturbed night and the receptionist started to tell the delivery driver story as if it did not matter or because the hotel did not regard themseves at fault, this is ok.
Radisson Blu; I have news for you- a good nights sleep is first, second and third on my priority list for a hotel, and I suspect others may think this too.
I asked for a discount from £220 for a nights sleep of which I got half, so was thinking perhaps 50%, but all I was offered by the flustered, surprised and in denial reception was a free taxi ride £16 to the airport 15 minutes away. He tried to find a manager, but we could not wait as like so many other guests we had a flight to catch.
I note the hotel strives to get good ratings on this site, and there were some steps to do that with the complementary upgrade. However since the whole hotel was disturbed at a terrible hour of the early morning, they should have expected complaints. They knew everyone tried to call staff at 4am as the switchboard was swamped. How did this happen to begin with? Why were checkout staff not prepared? Where is the contact for senior managers to take this up, which I would prefer to do before posting here, to be fair and give them a chance to do something (compensate me).
Instead I expect I may get "thanks for bringing this to our attention, staff will be trained, etc".
Not good enough.
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Odigeo, Priceline, Ctrip TA, Hotels.com, Expedia, Ebookers, Superbreak UK, TripOnline SA, getaroom.com, Cancelon, Evoline ltd and HotelQuickly so you can book your Radisson Blu Edwardian Heathrow Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Radisson Hotel Hayes
- Radisson Hayes
- Hayes Radisson
- Radisson Blu Edwardian Heathrow Hotel Hayes, Greater London