"Booked this hotel as emergency accommodation for my elderly father while my mother underwent emergency surgery at nearby Hammersmith Hospital. The booking was made in extreme haste and under considerable stress.
I fully appreciate that the booking was marked as non-refundable, and I acknowledged this when speaking to the hotel. However, given the circumstances, I asked whether they could offer a reasonable partial refund, for example, refunding 2 of the 4 nights booked, particularly as the room ended up being used for only one night.
Instead, I was offered a maximum refund of £80 from a £590 booking and given a condescending lecture about “terms and conditions,” with the implication that I should somehow be grateful for the gesture. The lack of compassion and basic humanity shown was honestly more upsetting than the financial loss itself.
To make matters worse, the room allocated to my elderly father had no window and felt incredibly depressing during an already difficult time.
I have no doubt the unused nights were likely resold, meaning the hotel profited twice while showing absolutely no flexibility or empathy toward a family dealing with a medical emergency.
I would strongly discourage anyone from staying here, not only because of the poor quality of the room, but because of the cold, dismissive, and deeply disappointing way we were treated."
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