Arriva

A few minutes' walk from king's cross, which is great. It's basic and cheap, and fine if you're just stopping over for one night. Other reviews had me worried about bedbugs, so I checked the whole bed carefully. I didn't see any, and as far as I could tell there weren't any other living creatures in the room either.

The staff were so patient and helpful when I called in a panic about the jewellery I'd left behind. I didn't notice until hours after getting home that my makeup bag, with valuable rings that mean a lot to me, was still at the hotel. They explained what I needed to do and stayed calm through my repeated calls about arranging its collection and return. They never seemed frustrated, and the bag made it back to me. Thank you so much, my faith in people is restored, and I'm wearing the item that matters most to me again. We'd come down from Lincolnshire for a gig in Camden. Getting from Kings Cross to the hotel was quick, and check-in was straightforward. We dropped off our bags, took an Uber to Camden for £9, and had a late night. Getting back in was no problem, and they gave us small bottles of water. We left early even though checkout wasn't until 11am. The bed was large, clean, and comfortable.

The noise was the one real drawback for us, from both the road and other guests. Otherwise, the comfortable, well-equipped room was clean, with a TV, kettle, towels, soap and the usual basics. We had been wary because of the other reviews, but the service turned out to be better than we expected. For this price and a spot close to Saint-Pacras train station, it suited what we needed. We'd recommend it to anyone wanting to stay near the station at a reasonable rate.

After finding insects or bedbugs in our room, my sister and I reported it at reception. We were told we'd get a refund, so we left and found somewhere else at the last minute. The replacement accommodation cost significantly more because it was so late, and we ended up paying twice as much overall. We were left stranded in an unfamiliar city and very stressed. The hotel then reversed its assurance of a refund without giving a valid explanation. Communication nearly stopped: several emails got no reply, and even my last messages received no acknowledgment. I rarely write reviews, but this was unacceptable. We received neither a safe room nor support, and the hotel showed no responsibility or professionalism in trying to resolve it. I now have to take the matter to Booking.com, my bank, consumer protection authorities, and other channels. This could have been avoided if the hotel had handled things professionally. I strongly advise other people to avoid it, both because of the insect problem and the lack of accountability and customer service afterward.