Linden House Hotel

We arrived on November 3rd and found a bed bug in the shower the next morning. We killed it and showed it to Adi at the front desk, but he said, “we don't have bed bugs.” He offered a room change while they “investigate.” As we packed, we found another large adult bug on the bed, then blood on the sheet. When I showed Adi the second one, he again denied they had bed bugs. We looked at the replacement room, three levels down in the basement, and found a third bug crawling by the pillow. There are photos. We told Adi we couldn’t stay because the hotel was clearly infested and refused the offer of a third room. I asked for a refund because of the health and safety issue and because the hotel wasn’t fit to stay in. Adi said he couldn’t give one and told me to email the manager. He wouldn’t give me a name or phone number, just a generic email. I still haven’t had a reply. We found all those bed bugs within two hours of each other and in different parts of the hotel. I’d give it zero stars if I could. Don’t stay here unless you want to be infested.

My room flooded, with about 5 cm of water across the floor, soaking my belongings. They only moved me upstairs because the room was no longer usable, then expected me to return to that same flooded room the next day. When I asked whether it would flood again if it rained, they couldn’t promise it wouldn’t. Instead of apologizing, they said I should be glad they’d put me upstairs for one night and could have cancelled my reservation. It was an incredibly rude, unprofessional response, and the receptionist didn’t keep promises. The rooms smelled terrible and were dirty, with lots of hair on the bed. They looked old and poorly maintained, nothing like the photos online. I was told to bring a swimsuit because I’d “definitely” need it. There was no concern for guests’ safety, and the service was disgraceful. A hostel would honestly be a better option. Before booking, read the other reviews mentioning bedbugs, hygiene problems, and rooms unlike the photos. This place feels like a total scam.

We had a terrible experience, and the staff’s response to the bed bugs made it worse. We found three bugs in total in two rooms on the third floor, including two adults and a small one, and I was bitten. After moving to a basement room, we found another huge bug. The place is clearly seriously infested. When we complained, staff refused to accept there were bed bugs and acted as if we were lying. They were hostile, rude, unprofessional, disrespectful, confrontational, offensive, obnoxious, and unethical. We showed them the bugs and the blood on the bed, but they still wanted an “investigation.” It felt like an excuse to shut us up, make us leave, and avoid giving even the bare-minimum refund. The whole thing cost us precious time during a short London trip and affected our visit. Afterwards, we had to do a lot to avoid bringing bed bugs to our new accommodation or taking them home. Everyone, do not stay here. Bed bugs and horrible staff.

Michelle at Reception gave us amazing customer service, and everyone was welcoming and helpful. The location was great, and our room was super clean. I really enjoyed the stay and will be back.