Griffin House

I paid €285 for two nights in a superior single room and was supposed to have an attached bathroom. Instead, I got a room with only an attached shower room, while the toilet was across the corridor and shared with everyone else. There was no hot water in either the shower or toilet. London was at -1, so I had to manage with freezing cold water. There was no reception or management available. I complained several times by phone, email, and WhatsApp but got no response. They said they'd move me to another room the next day, but it never happened. I asked for a refund so I could change hotels, and they kept refusing. My room was on the third floor, with no lift and strangely narrow stairs, so I had to carry my luggage up and down myself. The whole stay was a nightmare. Please don't make the same mistake booking here. I wouldn't recommend it to anyone.

My friend is allergic to mould, so after seeing the room, we agreed with a staff member not to check in and left straight away. We were told to contact Booking.com for a refund and that the hotel would confirm what happened. Booking.com then said they couldn't process it because the hotel hadn't confirmed anything. The hotel kept saying they had contacted Booking.com and were handling it, but nothing was resolved. That felt very misleading. The rooms were cold, damp, mouldy, and didn't feel clean. The so-called bathroom and shower room were basically built into a closet, with no comfort or privacy. The rooms hadn't been cleaned, and we had to ask a staff member to vacuum the floor in front of us. The mould, humidity, cold, and neglect made the stay unacceptable. I absolutely don't recommend this hotel. Poor communication and unhygienic conditions can ruin your trip.

Room 21 was a tiny 10 square metres, with nowhere to put anything and no furniture. The window wouldn't close, the hairdryer was broken, and what was meant to be a bathroom had no sink, only a hand basin. The shower was unreliable and had a half-dismantled door. There were no towel hooks, and the toilet was too cramped for anyone even slightly overweight. There was no reception, only email, so when something went wrong there was no one to contact and no solution. Catastrophic, lamentable, deplorable, and shameful for the prices. More hovel than hotel. I've never seen anything like it. Avoid at all costs.

Our children's beds were extremely uncomfortable, and they woke up with back pain. We were tired from being out in the city all day, so we fell asleep quickly. We were on the ground floor and could hear a lot of street noise. The room also had poor ventilation and an unpleasant smell. A broken window let in a cold draft, and its curtain let in enough morning light to wake us at six. One pair of electrical outlets didn't work, though when I told the staff, they insisted they were fine. The bathroom was extremely small, with little space and few hooks for towels. The rooms looked nothing like the hotel's website. There were some good points too: the bedding was clean, we had a private bathroom in the room, and the reception staff were friendly. They helped arrange a taxi pickup from the hotel for our return to Luton Airport. Our stay at Chapter Hotels Griffin House was partly satisfactory, but also disappointing. We hope this feedback helps them improve. Thank you very much.