Amber Plant

Review of THE GROSVENOR HOTEL VICTORIA L...

An open letter to the most diabolical hotel we hav...

An open letter to the most diabolical hotel we have ever stepped foot in:

My partner and I stayed at the Grosvenor Victoria for our anniversary on the 15th of December 2018.

The room was booked under my partner's name.

We encountered numerous issues during our stay including:
- Being given the room key to someone else's room while they were in it.
- Our security deposit was also allocated to the wrong room.
- When reporting this to a member of staff, she briskly disciplined the responsible person in front of us, calling her incompetent repeatedly and causing us to feel uncomfortable for bringing up the blatant error. She also asked to write our full card details down on a piece of paper to "trace the payment" (as both of us work in the financial industry it is completely ludicrous that she asked for this information). We felt as if our personal belongings were unsafe from this point onwards.
- We were again given an unsuitable room key and were therefore unable to access our room for a second time. We had to go back downstairs again, and this time she accompanied us with another key that finally worked.
At this point she apologised profusely and advised she would "do something" for us. She then left and we did not hear from her again regarding a resolution to this massive waste of our time.
- Checking in took us over 30 minutes which in turn made us late for pre-booked reservations.
- The "deluxe" room we stayed in was completely covered in dust, the shower was overflowing and the bathroom was filthy. The dust became apparent when the sun shone through the window in the morning and we were horrified knowing we had slept in a room that had quite clearly not been cleaned.
- The "ornamental" television in our room was scratched and almost completely unusable - with the generous three channels we could actually tune into, the signal was so awful we could barely see an image let alone watch the morning news.
- When we mentioned the issues above upon checking out, we were merely offered a cream tea as compensation. We were told that a refund could not be issued. My partner stated that this was unacceptable and after three further insulting offers, we were eventually offered half of what we had paid back, in a rather frantic phone call from a member of staff hours later. This was on the 16th of December and since then we have not had any correspondence or received a refund. We were unhappy with this offer but this was apparently all that could be done.

Upon calling to ask for an email address to submit a formal complaint to, I was given a non-existent email address, presumably as a decoy.
I was informed by one of the duty managers that the booking website should have refunded us - we were not advised of this at the time and were instead told that this refund would be issued immediately.

As this issue lies with the company and not the booking agent, I would like to request that Guoman contacts them to chase this up as I will not accept this company pushing the responsibility onto the booking agency and thus lengthening this already strenuous process.

To reiterate... At present we have STILL not received our refund!

Our weekend was ruined by this horrific experience and at this point we are seeking full reimbursement for this stay. I find the lack of care from any members of staff completely unacceptable and I will never recommend this place.

For the record, I have given the company three chances from the point of our check out to rectify their mistakes to no avail and have been left no other choice than to leave reviews all over the internet to warn potential customers to never visit this horrifically managed place.