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"Dear Hotel Management, I am writing to express my disappointment regarding the handling of my recent booking and cancellation request at your hotel, where I have stayed regularly for the past 15 years whenever visiting London. After the Middle East conflict began, my flights were cancelled and I contacted the hotel requesting cancellation of a booking, but I never received any response. Recently, I again chose your hotel for a one-night stay. Due to flight delays, I arrived at 6 am and appreciated the late checkout extended until 5 pm. After my London–Rome flight was cancelled, the airline initially rebooked me two days later, so I extended my hotel stay for 3 nights through Expedia at a cost of about AUD $1600. Only 30 minutes later, the airline advised I could depart the same day. I immediately spoke with reception and was told the booking could be cancelled, and I was given a cancellation number so Expedia could process the refund. However, when Expedia contacted the hotel, the cancellation was rejected. Expedia is now asking me for the receptionist’s full name and role, which I find unreasonable. Guests should be able to trust information provided by hotel staff. This situation has seriously damaged my trust in the hotel. After 15 years as a loyal guest, I feel this matter has been handled unfairly and I respectfully ask management to review and resolve it fairly."

"Loved the location & amenities."

"I loved the way it was setup. The room was spacious and felt safe. I did have to get a pan from staff but it was easy. Just wish i knew how to use the washer/ dryer. "

"Clean room. Nice view at the 12th floor bar."

"On the plus side, hostel rooms are well maintained and more spacious than you might expect. On the downside, when I visited there were issues with room allocation, and key cards not working, so I had to change room a couple of times."

"The room was very clean and staff friendly and helpful, all transactions went smoothly and everyone working there either at the bar or restaurant was all so very nicely helpful and friendly. The breakfast buffet could use some more substantial variety of items, but the drinks menu was superb with their selection of teas and the teas themselves being awesomely tasty delightful."

"Love this hotel"

"The staff was friendly and helpful. Room was clean. Drinks and food were good."

"It seemed like the room They gave us was for handy cap, and it didn’t have any closet or drawers, other than that it was ok."