London Horizons

The staff were helpful, and it seemed like they were upgrading things while I was there, making improvements. I used the swimming pool every day, including the showers downstairs, so never needed the shower in my room. The room itself was small and basic, with a bit of a prison-like feel, but I only used it to sleep and change, so it worked perfectly for me. I’d go back.

The receptionist was quite nice, and the location was reasonably close to the City Centre, less than 10 minutes by Underground. The accommodation was the problem. It looked nothing like the photos on the Horizons' website: our room was in a separate, obviously repurposed building down a backstreet. It was worn and seemed hastily put together. The fridge didn’t work, we didn’t even try the hot plate, the bathroom lamp cover was lying off to the side, and the blinds were falling apart. The beds were basic, handmade-looking bunks on a sort of half-floor reached by a ladder, not stairs. The mattresses and pillows were comfortable, at least. The shower cubicle was separate from the bathroom, right beside the beds upstairs, and its drain was clogged. It wasn’t all terrible, but after a long day crossing London, this isn’t somewhere I’d choose for a comfortable rest.

I feel like I threw my money away here. The room was dirty, and there was barely anything for comfort: no kettle, cups, or towels, and just one pillow for two beds. You can't choose a double bed either. Reception wasn't open around the clock, and I waited a whole day of my stay to get the Wi-Fi password. The shower head couldn't be moved and the water temperature wasn't adjustable. It was so hot, you stopped caring that the sauna was closed.

I wish negative ratings were an option. Booking.com confirmed my reservation and I even coordinated a later check-in with the staff, but two weeks before arrival, after booking about a month ahead, I was told the hotel had no availability for my dates. When I called, the man was rude, kept interrupting me, offered no real explanation, and said they'd cancel if I didn't. He even asked if I'd be willing to share a room with a COVID POSITIVE PATIENT. Booking.com customer service called the hotel to check and was told there was no booking under my name, despite the confirmation and exchanged messages visible on her screen. The staff denied it all. Luckily Booking.com waived the cancellation fee and is giving me a full refund, but it sure seemed like the hotel staff were lying.