Radisson RED Hotel London Heathrow

This was our anniversary stay, and Limbraina at reception made it feel special. She was so helpful, kind, and professional. It was also lovely to discover we shared a Goan connection, which made the experience feel more personal. We'd had a small lighting issue during an earlier visit, and this time the shower had a problem at first. Both were handled kindly and professionally. We'd highly recommend the hotel.

Rishabh handled every question quickly and clearly, and his knowledge of the product was reassuring. He was courteous in a way that felt genuinely attentive, anticipated what I needed, and solved problems with skill. His calm, professional manner gave me confidence throughout our conversation. He made the exchange remarkably pleasant, and that level of customer care is rare these days. I commend him without hesitation.

The manager eventually sorted things out, and many thanks to Noori for taking the time to speak with me and acknowledge how frustrated I was. I'd give five stars just for him. But getting to that point made an already horrible stay even worse. The first room had hair and dirt in the shower and dirty cups. The receptionist didn't say much about it, but did upgrade us. The new room smelled rancid, like someone hadn't flushed, with the odor coming strongly through the ventilation. It didn't seem hygienic or healthy to breathe or sleep there. I was fed up with having to go back and forth again. When I raised it, the receptionist Rish kept cutting me off, showed no empathy, and acted immaturely without taking responsibility. He shrugged it off and told me to look at another room, which was apparently the downgraded room. He said no other superior room was available, despite this being such a big hotel. I've rarely stayed somewhere this bad, and I don't understand how it has four stars.

Wi-Fi worked well, but that's about the only positive. The rooms were okay, with tired-looking decor. The phone didn't work, and the mug had a strange taste, so I lost confidence that it had been cleaned properly. Staff didn't seem to care much. Check-in took over 30 minutes, even though I'd already checked in online. I also had to pay £5 to use the pool. I'd gone there without my card and couldn't charge it to my room to pay later, so I had to go back upstairs. It didn't make for a relaxing stay. This was a letdown for the Radisson brand, and I won't return.