Dorsett Canary Wharf London

The sink had no plug, which mattered to me because I wet shave in the mornings. When I mentioned it at reception, they said every room was like that because guests couldn't be trusted not to flood the bathroom. They also tried to fix the television, but the picture and sound stayed so bad it was completely unwatchable. Someone said they'd speak to the manager and get back to us, but by checkout nothing had been done. We were there over Valentine's weekend, and although somebody eventually came to look at the issues, neither was resolved. Customer service doesn't seem to be something this hotel bothers with.

The room was quiet and comfortable, with simple decor, good blackout, and friendly staff. The toiletries were a nice brand if that's your thing. The location worked well for getting around, close to the DLR and handy for the O2 and Canary Wharf. I couldn't quite work out the air con, though I never called to ask. The bathroom lights were too bright, with no softer nighttime setting, and the pillows were too big for me. A slimmer option would've helped. There wasn't water in the room, but it was available downstairs.

Drinking water should at least be available to buy, even if complimentary bottles aren't part of the stay. I needed some around 1am, but the lobby dispenser was empty. I was told the hotel was new and didn't yet have a water supplier, so the dispenser was their only source. When I asked reception for help, they said they'd refill it. After making me wait about 20 minutes, they told me there was no water after all and that I'd have to go outside to get some.

They cancelled our two rooms this week, just four weeks before an event next month, even though we'd booked five months ago. The reason given was an “incorrect rate error.” It was a discounted pre-opening promotion because the hotel hadn't even been built, and now that the event may let them charge more, they've quadrupled the price for that weekend. From the other reviews, it looks like they've only cancelled bookings for more than one room. Several friends and family booked single rooms and theirs conveniently weren't cancelled. Money-grabbing thieves. Absolutely disgusting behaviour. I work in hospitality, and word gets around fast. The joke's on them, since now they have to pay the £1350 difference to relocate us.