Comfort Inn London

The rooms were clean, but our last impression was a really disappointing one. We were still eating breakfast and quietly watching the Men’s Olympic gold-medal hockey game when the breakfast area was due to close at 10 on Sunday. We politely asked whether the TV could stay on for another 20 minutes, or whether the game could be moved to the lobby TV. Joanne, the Assistant Manager, refused both requests and abruptly turned off both TVs at 10:00 AM, even though some of us were still eating. Joanne was rigid, rude, and unwelcoming, with no basic hospitality or customer service. If friendly staff matter to you, she wasn't that here. We wouldn't return or recommend staying here.

The manager was eventually called, and the counter staff member allegedly refunded us. I'm still waiting for the charge to disappear. After a night like that, I can't recommend this place at all. We arrived at 9pm, exhausted after driving all day and crossing into Canada after six months away. We had booked through Booking.com about 4 hours earlier, where it clearly said “pets welcome” and didn't mention that cats weren't allowed. At the counter, we were told, “No cats.” We accepted that was the policy, but asked for a refund since we couldn't use the room. It was 6 degrees outside, and I wasn't going to leave my cat in the car. I had booked only a few hours before, so this wasn't a reservation that had kept the room from someone else. The staff member refused the refund at first. When we objected, she was snarky and dismissive, and as we left told us, “Next time you should look at our website and not some third-party site.” I work in the service industry and have had bad days, but I've never reacted anything like that. This was meant to be our first welcoming Canadian interaction, and instead two exhausted travelers were left stranded late at night. Their public-facing policy had caused the problem, yet she blamed us while trying to keep our money. She did eventually call her manager and allegedly processed the refund. Seriously, save yourself the hassle and book somewhere else. It felt like they tried to steal our money, and they don't care about guests.

I'm a Choice member and usually stay at Quality and Comfort Inns, so I've had plenty of their breakfasts. This was the best one I've had at Choice Hotels, with a great selection. The room was clean, and the beds and pillows were comfortable, which is usually what I find there anyway.

Breakfast was more than adequate, with eggs, sausage, toast, waffles, yogurt, and more. The mattresses and pillows, though, were far too soft and I slept terribly. There was a hockey tournament on, and older kids on our floor stayed quite loud well past midnight. We got very little sleep despite having a 6am alarm for an early game. We were on the second floor, and with my mobility issues the lack of an elevator was a problem.