The Chapter Hotels - J Hyde 2

The receptionist Erunima was the highlight of our stay. She was incredibly kind, helped us through the problems and really looked after us. We wish her all the best. We were there for four nights, and it was a mixed experience. Our room had no electricity when we arrived. We only managed to move to another room the following day, after a lot of back and forth. Once we moved, the accommodation was good.

We were locked out of our hotel room at 3:30 in the morning when the key cards stopped working. The hotel advertises a 24/7 front desk, but reception didn't answer. We knocked, rang the doorbell and waved at the camera, with no response. We called both the hotel's number and the number listed on Booking.com several times and got no answer. Booking.com customer service also tried repeatedly to reach the hotel without success. No one was available to help, and we couldn't get into our room for a large part of the night. There were other problems too. On arrival, our room wasn't clean: there were visible stains on the bed linen, and the bathroom, including the toilet, was dirty. We had to change rooms multiple times, moving from our booked triple room to two double rooms, then back to the original room the next day. It was stressful and handled very unprofessionally. A receptionist contacted the hotel manager, who said he'd look into it, contact us and arrange a refund because we'd lost a night. Despite asking repeatedly, we never heard back or got any further information. The rooms were dirty, the hygiene was poor, and the repeated room changes were unnecessary. The advertised 24/7 reception wasn't available when we were locked out overnight. This hotel didn't meet basic standards for safety, hygiene or service. I strongly don't recommend it.

The worst part is that we brought the bedbugs home, and we're now dealing with the infestation and all the bites. At the hotel, we found bugs in the room on the first night and woke up covered in bites. Staff wouldn't move us. After we pushed, they gave us fresh sheets and expected us to change the bed ourselves, which was completely unacceptable. We emailed the hotel later and got no reply. Booking, which we used to book, also tried to step in, but the hotel wouldn't cooperate or offer a solution. This was an extremely disappointing London stay, and I strongly advise avoiding the place because of its poor hygiene and lack of responsibility.

The area near Westminster is actually lovely, which made the state of the apartment even more disappointing. Under the bed there was old food, dust was everywhere, and the beds looked hastily made, as though nobody had properly cleaned between guests. I developed visible red rashes after sleeping there, which was concerning. I didn't approach the host directly and instead contacted Airbnb to ask for a refund. Being advertised as a two-star place doesn't excuse such poor basic cleanliness. I wouldn't recommend staying here.