We recently stayed in the Albert Embankment Hotel in London in Feb, in one of the 1 bedroom appartment.The reception on arrival was very good and professional, as you would expect from a very good hotel in London. Our room was very elegant and clean.
Our stay had been planned since October, as part of our Valentines break, and we soon left for our dinner reservation. We got back to our room approximately around 12am, where we got greeted by a heat of 29 degrees (as the hotel provides thermometers in the rooms).
We tried to reduce the heat by engaging the air conditioning, which we found out later from the front desk, does not work in the winter (as only providing hot air).
We called the reception to provide a solution and help at approx 12.30am, who confirmed they would send someone.By 1.30am, we still had not seen anyone. We therefore called again, to no avail and had to call again approx 2.15am.
The only help the staff member could provide was to open the windows, as locked for safety requirements.
Having required a quite room (as per the booking in October), we then realised (when the first trains started running at 5.30am), that our quiet room was in fact the closest to a major train line in the hotel. I do not have to say that between 2.15 and 5.30, we did not get much sleep, which is appalling when you consider the number of different hotels we could have chosen in London.
The next morning, we went to the reception in order to review our situation with the receptionist. She confirmed that she was sorry and could only provide us with a free breakfast (£15 per person).
We therefore asked to meet the manager in order to explain our issues who after a long a varied conversation, confirmed that our complaint was not serious enough (her exact words) to offer any other compensation than a free upgrade (according to availability on our next stay).
Her exact words: I can give you a free stay but your complaint is not serious enough so you will only receive this free upgrade.
We did clearly explain that in those circumstances there would not be a next time (to which she said it is our problem).
Our overall feeling and perception about this hotel were great prior to our stay and actual accommodation was great but after our stay we can only say that the overall service and customer support has been so appalling with dealing with our request that we can only say at the moment, we will never stay in our of your hotels again.
ask for a river view!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 March 2012
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Please accept my apologies for the inconvenience that was caused to you with regards to the room being too hot. I know that my Team has explained how our system works however I would personally like to apologise for the way in which we handled the issue and I have ensured that all our Heads of Department have received your feedback and remedial training is currently taking place.
With regards to the request of a River view unfortunately this is only ever a request and cannot be guaranteed unless that room type is booked at the initial reservation stage.
After reviewing your hotel invoice I have seen that the hotel team made an adjustment on the day and furthermore we have offered a 25% discount off your rate and a complimentary upgrade to a River view on your next stay.
We do look forward to welcome you back in the near future and please do contact us if we can be of any assistance.
Albert van der Westhuizen
This response is the subjective opinion of the management representative and not of TripAdvisor LLC