Holtwhites Hotel

Andrew Demitriu deserves a special mention. He was pleasant, accommodating, and gave very good customer service. Nothing seemed too much trouble for him. The room was tiny, but clean, with a good shower. The bathroom also looks like it’s been renovated recently.

I left my stay feeling uncomfortable and frustrated. A number of charges on the bill weren’t clearly explained beforehand, and my dealings with Ecrin were especially difficult. The attitude felt dismissive and uncooperative, and I often felt talked down to instead of getting clear information or help. From arrival, the place seemed disorganized and unprofessional. I can’t tell whether this came from poor communication behind the scenes or inconsistent policies, but the situation felt misleading. Respect and transparency weren’t consistent during my stay. With unresolved problems and this level of service, I can’t recommend the hotel right now. I hope management improves professionalism and makes guests feel valued.

Friendly, helpful staff and excellent parking were highlights. The rooms are lovely, with new showers and bathrooms, and were cleaned to a high standard every day. A fantastic hotel at a reasonable price.

I’m £89 out of pocket and got no guidance or help, not even an offer of a partial refund for the hotel’s error. When I contacted BOOKING.COM, they also rejected waiving the fee, so please don’t claim in your response that you offered assistance if that isn’t what happened. I’d booked this hotel for a concert, but train strikes in London meant the event was rescheduled two days beforehand, so I had to cancel. The cancellation option said it would be free, and I sent the hotel staff a screenshot by email. Andrew was particularly unhelpful and didn’t seem to understand why I was annoyed by the misleading information. The reply to my review came five days later. I can’t call during the stated hours because I work 9-5, and I don’t believe Holtwhites Hotel intended to help resolve this, despite saying so in its response. They didn’t listen to or address my concerns. There are plenty of other hotels that seem more accommodating and helpful. Don’t book this one.