The poor customer service and condition of the room are why this hotel only gets 2 stars from us.
We checked in, dropped off our luggage and headed straight to the O2. Before leaving, we noticed a strong sewage smell in the room. Hoping it would clear, we left the window open and went out for the evening.
When we returned, the smell was still there. With no one at reception, we had no choice but to stay in the room. Sleeping with the window open in central London made for a terrible night's sleep.
The next morning, we reported the issue before breakfast. To their credit, maintenance arrived immediately and found a fault with the shower trap causing the smell. However, even after the repair, the room still smelt awful when we returned. The odour was so unpleasant that we decided to check out early.
What disappointed us most was the complete lack of apology or empathy from the front desk staff. After our stay, I completed the standard feedback survey and received what appeared to be an entirely AI-generated response, giving the impression that our concerns were not genuinely acknowledged.
On a positive note, the location is excellent for the O2 and ExCeL, with easy Tube access to central London, and the breakfast was faultless with plenty of choice.
Overall, we left disappointed. With better room standards and a more empathetic response from staff, this could have been a much better experience.
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