Prince William Hotel

The location was great, with an easy walk to two different Tube stations, and the front desk staff were very friendly. The hotel was clean and well maintained. Our room was quite small but clean and decently equipped. It was a bit warm because there’s no AC. Breakfast was standard hotel fare. The lift wasn’t working when we arrived, but it had been fixed by the second day.

The place was clean and well maintained, with a fresh scent that made it feel welcoming and relaxing. The staff were kind and helpful throughout, always approachable and patient. They made us feel comfortable and looked after. I had a very pleasant, relaxing stay and really appreciated the warm environment and service.

I left my luggage, including my laptop, in the hotel’s care while I was in the middle of a cancer diagnosis. The laptop was stolen from my backpack, and someone immediately tried to access my account. The hotel said they would check their CCT cameras, but after that there was silence and they did nothing. Having to change all my passwords at such a difficult time has taken an emotional toll. It was a terrible experience at a horrible hotel. Do not stay here.

I booked two nights through hotels.com and paid in advance. When my trip was extended, I called to add a night before those dates and paid for that extra room with a different card when I arrived. The woman at the desk said my original two nights didn’t show as paid. I showed her the booking confirmation and bank transaction, then went to my room. I saw that she had tried to charge the second card for those two nights SIX TIMES, luckily my bank blocked it. When I asked what was going on, she said she was only doing her job and that I had to pay within 48 hours for the room I’d already paid for and had confirmation of. When I said that, she replied, “well that’s amazing,” and kept making condescending remarks. She wouldn’t give me a management email address and threatened that my room card wouldn’t work if I didn’t “pay for the room I booked”. I said she was being very unprofessional and disrespectful, and she said I was doing that instead. I felt like I was in an episode of twilight zone. I’d booked two weeks earlier, and my only mistake was adding another night.