Village Hotel London Watford

The gym and pool are good, but I wasn’t told that the changing facilities were under maintenance before I bought a day pass. They’d temporarily moved the changing area, and I ended up showering surrounded by mould and damp. I understand that maintenance is needed, but customers should be told before paying. I complained because I was disgusted, yet they offered neither a full nor partial refund. They just said there was nothing they could do because I’d used the other facilities.

On 09/02, after paying £105 for the stay, I decided I wouldn’t book this Village hotel again. The morning had been a really unpleasant start to the day. We’d arrived on 08/02 and reception had been amazing and helpful; the first day was great, and the gym was fantastic. There was loud music overnight, but we ignored it and fell asleep. At about 09:15am, very loud music and bass woke us. It may have come from the new studios. If your room faces the car park at the front, this could be an issue. Around 09:30am, housekeeping knocked very lightly and waited only a second before coming in. I’d paid for late checkout until 1am, so I didn’t understand why they were trying to clean the room. I told the staff member my checkout time and asked her to announce herself as housekeeping and wait longer for guests to get changed and come to the door. Around midday, another staff member knocked briefly and opened the door. I said we still had time before checkout. He replied abruptly, “well you should have checked out.” I explained we’d paid for late checkout, and he said, “I can't see it on my system.” When I asked him to announce himself before entering, he said he had, then shrugged, muttered something and walked away while I was still speaking. As I closed the door, I heard him knock at someone else’s room and go straight in without saying he was from housekeeping. I went to reception to complain. The staff member there was understanding and helpful, gave us a later checkout time and a free hot drink from Starbucks. I paid for late checkout so we wouldn’t be disturbed in the morning. Mistakes happen, but Village should train staff or stress the need to communicate with guests. A simple apology and assurance it wouldn’t happen again would have sorted it out. Walking away mid-conversation and arguing that I was late when I had late checkout wasn’t acceptable or professional.

The broken lift was still out of order throughout our stay, so we had to carry our suitcases up the stairs, and the hotel didn’t offer to help. Our room had a stained sheet, towels that weren’t properly hung, no conditioner and no tissues. We’d booked for three, but the third bed was a child-sized mattress on the floor. We came in the evening through a Harry Potter WB studio visit package. On Sunday at 7:30pm, there wasn’t a restaurant open within walking distance. The hotel pub and grill was mediocre at best and expensive. Room service cost more than eating at the pub, with an extra charge to bring the tray to our room. We tried twice to get help through the app and got no answer. Breakfast during the holiday season ended at 8am on weekdays, which meant getting up at 6am on vacation. The pool required adult supervision for children 16 and under, but the policy didn’t make clear that the adult had to wear swimwear and sit poolside. Front desk staff weren’t friendly and didn’t seem to know their own policies. Our stay fell nowhere near the 4.5 star Google rating, and we wish we’d chosen a different hotel. I’d suggest Harry Potter WB disassociate itself from this place.

The pool was nice, though it’s shared with lessons, and the staff were friendly. I stayed three nights in a nicely decorated room with a comfortable bed and a good-sized shower. The kettle was leaking; I reported it, but it was still leaking when I left. There’s loud music in the lobby from the bar next door, enough that I struggled to hear the receptionist at check-in. The beer was pricey, and although the food was lovely, the cost was eye-watering, a mixed grill is over £30. I probably wouldn’t stay again, though I don’t use hotels much, so don’t take that as a big negative.