Imperial College London Princes Garden

We booked this for my partner's 30th after the listing made it seem like decent value. We came up from Cornwall early and were told we could leave our bags, but at the property they were piled beside reception with lots of other cases and didn't look secure. We took their word for it and came back for the 2 pm check-in. The bags had obviously been moved by then. We then asked about the advertised pool and found out it cost £15 per person per day, which hadn't been mentioned, and was in another building five minutes away. Our room was in yet another building, a student dormitory, in the basement. There was no phone signal, which was especially difficult as my partner is disabled. The room smelled musty, with a strong sewage smell from the bathroom. Looking around, it was clear how dirty it was. There were hairs, including pubic hairs, by the toilet and in the shower, dead flies above the bed in the lights, stained sheets, and excrement on a towel. The bedside light had no bulb, the window latch was broken, the kettle cord was too short to reach the socket unless we put it on the bed, and the shower was mouldy and filthy with an overpowering sewage smell. There was barely any toilet paper, the desk was stained and dirty, and there was no TV or iron. The Wi-Fi kept cutting out. This was very misleadingly advertised as a hotel and overpriced for what it was. I complained at reception about the room, especially given my partner's disability, and was told someone would get in touch. The person then carried on helping another customer. Later my partner found that her coat had been taken from the case we left at reception. Nobody responded that evening. The next day the lift was out of service, so my partner struggled with the stairs. Staff showed a complete lack of care and didn't even respond to our complaint. I've travelled for years and used booking.com regularly, and after leaving feedback there I still heard nothing from the Imperial, unlike the thank-yous I've received for positive ratings elsewhere. I couldn't find anything good about this awful, misleading accommodation or the staff. One star feels a little generous.

For the price and location, you really can't complain. The rooms are clean and the bed was very comfortable. The bathroom, especially the shower, was a bit cramped, so someone larger might struggle. It worked well for us, two women spending a few nights enjoying London, and we'd stay again. There's tea and coffee in the room, but no fridge.

The location is unbeatable, and that's about the only good thing. The room has that student smell, and the bed's springs are really pronounced. It's also confusing finding your way in and out of the buildings. If you can't find anywhere else and don't mind those things, maybe it's fine.

The location is excellent, with restaurants nearby and the museums less than two minutes away. It felt safe, in a posh part of London, and entry is controlled by card. The staff were great, though we didn't have breakfast. It's student accommodation, and the room was basic, without a TV, fridge, or safe. It was clean and had its own shower and toilet. The bed was so uncomfortable that even the £80 we paid felt expensive. At a higher price, there are better places close by.