The Hill by Nestor

The clean, spacious room was well equipped and almost like a small studio apartment, but the heat made the stay miserable. For all four nights in the deluxe studio, it sat between 24 and 26°C, and reached 26.5°C on Tuesday morning. I reported it on arrival and brought it up every day, but got no real fix. One staff member said 25°C was the standard room temperature and couldn’t be changed. The only advice was to open the windows. The hotel is essentially connected to the train station, so that meant constant loud train noise that the closed windows would normally muffle. I shouldn’t have to leave them open around the clock and hear the trains at full volume. It was either that noise and bugs coming in, or waking up sweaty and uncomfortable. The dry air also gave me a sore throat. At this price, I expected a comfortable room and a proper response when I raised the problem. I wouldn’t recommend staying here.

A lovely little gem. The booking, the room and the customer service were all top quality. They were so accommodating, and I’m already looking forward to going back. Thanks for a wonderful stay.

The service was poor, and so was the management.

I appreciate that Expedia eventually gave me a full refund for the original booking, but getting a fair outcome shouldn’t have taken a complaint to its CEO. This was a distressing experience just before an important medical procedure, with a lot of unnecessary worry. My sister, who has a disability, and I arrived in London around 7:00 p.m. the night before my major surgery. We spent over four hours trying to sort things out. The accommodation wasn’t as advertised, and our assigned room hadn’t been cleaned or serviced, so we couldn’t stay. We were left in one room without a key card, and it didn’t match the listing: it was the wrong type and lacked advertised features. Staff couldn’t provide either the booked accommodation or a suitable alternative. We had no access to food, water or a safe place to stay, and eventually booked somewhere else at around 11:00 p.m. The on-site staff apologised, but said the management company hadn’t resolved it and it was out of their hands. We spent hours on the phone with Expedia. Because this was a third-party partner booking, they couldn’t relocate us and needed confirmation of a refund. I had to escalate my complaint directly to Expedia’s CEO before the issue was resolved and the full refund was issued. Book with known hotels!