Nayland Hotel

When we arrived, we were told we could leave our luggage in the lobby before check-in. There were eight of us coming off an 11-night cruise with a lot of bags, and the staff had no luggage tags. They told us to leave everything in the middle of the lobby, where people were coming and going. It felt odd, but we did it and hoped nobody would take our things. After 5, we came back to check in and found the hotel at 90 degrees inside, hotter than outside. I'm from Florida, so I know what hot air feels like. They said there was no air conditioning and that the rooms had windows and fans. Two of us went up to inspect the room, which had one small window and a small fan. We couldn't stay in that humidity, especially with my father-in-law battling cancer, so we found another hotel and asked for a refund. They said I could request one through Booking, but there was no guarantee, and repeatedly pointed out that air conditioning wasn't advertised. That's true, but they offered no real help, not even a partial refund. I asked for the manager. The man at the desk called, but nobody came to speak with us. The hotel later claimed he was the only person on site. At the other hotel we booked, which did have air conditioning, they told us guests from this hotel often leave because of the heat, or arrive a little late and find their room given to someone else. They said no hotels in that strip had air conditioning. It seems this hotel doesn't accept feedback or help guests. They charge you, you arrive unhappy and leave for somewhere else, and they keep the money. I highly do not recommend it.

The hotel was easy to get around from: very central, close to the Tube, bus stops, the city centre and Heathrow Airport. Staff were polite, welcoming and friendly, and our room was cleaned every day. We also appreciated the complimentary tea and coffee for guests. On our last day, our flight wasn't until late evening, and the hotel kindly stored our luggage without hesitation. It made for a very pleasant stay. We'd definitely recommend the hotel and would happily return.

I was here on business and would stay again for that, but for a holiday I'd look for better facilities. It's one of those places that's just fine. Paddington and the Tube are about a five-minute walk away, the area feels quiet and safe, and there are a few restaurants and a Sainsbury's Local nearby. The facilities are basic. You have to go to reception to make a hot drink, and breakfast is a squeeze in a small room with only a basic selection. My room on the fourth and top floor was baking hot when I arrived, with no air conditioning. The decor is tired and the bathroom could use an update, though everything was clean and comfortable.

Right next to Paddington station, with coffee shops, restaurants and groceries only 30 seconds to a minute away. The rooms were very clean, the staff friendly, and the continental breakfast was excellent. Highly recommend it.