"Cold shower, no action, great reluctance to provide breakfast voucher"

I brought a group of 10 people attending a conference at UCL. There was no hot water in the morning at 5:30 am. The phone in the room was not connected so I had to go downstairs to Reception. They acknowledged there was a problem with the boiler. I asked them to inform all of my guests and I provided them with the names. They wrote down the room numbers and said they would inform them and apologize. They did nothing. I asked them to provide breakfast vouchers as a small compensation - they made a huge fuss saying this would cost the hotel money. I suggested that their loss of reputation would cost them much more. They did nothing. The service was TERRIBLE. After many complaints they grudgingly gave me breakfast vouchers for the following morning. This is not a hotel to be recommended.

"Avoid this hotel"

This hotel overcharged my card on file, by a second night which I did not stay. I have been waiting for a refund now for two months which they have decided to now ignore. When I brought up the overcharge, they agreed to refund me only after I provided proof that I did not stay at their hotel a second night! That in itself is so unprofessional! How do you not know where/how long your guest are staying?! I chose not to stay a second night because the room was so dingy and filthy. Marked walls, and carpets like a night club floor that your shoes stuck to. I could not take my shoes off in that room. It was definitely a low 3 star and nowhere near a 4 star as claimed. Beware of staying here as you may also get fraudulently charged on your card for services/nights, and be waiting for a refund for months.. if at all. DO NOT recommend.

"It would be zero stars if I could"

It would be zero stars if I could, where do I start, Rooms filthy, blood stains on the clean bedding, carpets soiled, walls dirty, dust on ledges, obviously I went to desk to complain, desk staff said oh, let’s fix this, and offered another room, next door, a little better, ie no blood on bed, I left them to find something better as we had to go out, 3 hrs later on our return another 2 rooms were shown, marginally better, and as we were unable to get booked elsewhere, we grudgingly accepted the room, staff could do little to help us, at £200 per night the rooms at dirty, small and when a problem arises, staff cannot resolve, I will pursue this as I’m there tonight and tomorrow, used Virgin experience for this and will be contacting them, trip-advisor and the owner, I have photos and video, billed as a 4*, I’ve seen cleaner Hostels

"A big thank you to your hotel and staff"

A big thank you to your hotel and staff specially a big shout out to basil I believe his name was. We got to London so late after horrible delays when we go to the original hotel they cancelled the booking with out any notice! Then luckily the ambassador had a room and helped us get comfortable so we could finally enjoy our weekend away.

Breakfast was included with the price and air condition rooms was a added bonus 😊

It’s friendly, warm and welcoming.

"Do Not Recommend - Appalling Experience - Virgin Experience Voucher"

Myself and my partner's Virgin Experience Voucher booked for this hotel. Our booking confirmation includes a Deluxe Double Room with King Size Bed with a Bathroom.

Clifton (Duty Manager), confirmed our room is Deluxe Double, Room 413 - Arrived in the room and it was literally a small box (room), could barely move with a standard double bed. I called front desk and confirmed if this was a Deluxe Room and said yes yet again. I went down to Front Desk and asked the question again and Clifton just said that he will move us to another room but is not yet available and yet to be cleaned.

Came back at around 5.30 pm for late check-in and was looking forward to our Deluxe Room to rest. They moved us from room 413 to 612. Yet again just another Standard Double room. Have fooled us twice. My Partner and I did not have a great experience from this.

I did go down to the Front Desk again and asked for an explanation. They could have just told us in the first place that the Deluxe Rooms are not available rather than fooling us around.

Appalling Experience!

@Virgin Experience, please do something with our voucher. This is honestly equivalent to buying an iPhone 13 and getting an iPhone 11. Its not what we were expecting from this experience.

For future customers, please take this into consideration before booking with this hotel.