Radisson Blu Hotel, London Heathrow

The food at our event got great feedback from all our guests, and the service was smooth and attentive throughout. Chirag and Manreet made a real difference by being responsive, thoughtful and warm, and went above and beyond to keep everything running well. I had a fantastic experience hosting an event at the Radisson Blu London Heathrow, with professional handling and genuine hospitality from beginning to end. Thanks to the whole team for making it memorable. I'd highly recommend the venue for an event.

We had a one-night family stay at Radisson Blu Edwardian Heathrow & Hounslow, and would happily return. Although we'd reserved two rooms by phone, there was confusion with the booking when we arrived. The duty manager, Shayne, quickly sorted it out and arranged rooms next to each other, which mattered a lot with a baby. Check-in was smooth after that. Louise was also helpful and supportive when we spoke before check-in. The facilities were well maintained, the rooms were clean, and housekeeping and service were impressive. Staff throughout were polite and welcoming. The hotel is well located and reasonably priced, and £16 per car for parking felt like good value. The way the initial booking mix-up was resolved left us with a very positive impression.

Our BA flight was cancelled, so we ended up here for one night and were quite pleased with the hotel. It's old, but still in good condition despite what I imagine is a huge daily footfall. The room was a good size, the bed very comfortable, and the linen fresh and clean. They put on a meal at short notice. Curry wasn't what we felt like at that hour, though it was presented nicely. The staff seemed helpful, and check-in and checkout were effortless. I can't say much more after just one night, but I'd return if I'm in London again.

The most serious problem was the hotel's handling of my celiac dietary requirement. I told staff I need a strict gluten-free diet, but at breakfast they gave me a takeaway croissant. I specifically checked whether it was safe for someone with celiac disease and was told it was. Exhausted, rushing for my flight and without my glasses, I trusted them and ate it. It wasn't gluten-free. I've spent the day with severe stomach cramps and other symptoms, and am now travelling abroad for work while dealing with the effects. Giving incorrect allergen information after being clearly told about a medical requirement is unacceptable and potentially dangerous. I had also arranged a 3 a.m. wake-up call for my early flight, but the hotel didn't provide it. Thankfully, I had set a phone alarm as backup or I could easily have missed my flight. The other problems began as soon as I arrived. Because my stay had been arranged after a British Airways flight cancellation, reception treated me with suspicion instead of welcoming me. I felt like a nuisance, or even a thief. The carpets throughout looked filthy, stained and patchy, as if they'd been flooded and never cleaned or replaced properly. The restaurant couches looked worn, dirty and neglected. Dinner was disappointing too, mostly basic food such as white rice and corn. The corn was undercooked, and the meal seemed to have been prepared with little care. The negative reviews I'd read beforehand turned out to match my experience: poor service, maintenance and food, with little basic hospitality. A friendly attitude costs nothing, but was in short supply. It was appalling from start to finish, and I can't recommend the hotel or imagine staying again.