Park Grand London Hyde Park

I had the last room available, on the 7th floor, and the lift only went to the 6th, so I had to haul my luggage up the stairs myself. There was no help with bags, no night reception, and nobody picked up the phone when I needed assistance. The room smelled awful and the carpets were dirty. I asked for a refund because of the conditions and they refused. The service was horrible, and the whole stay was a very poor experience. Big NO.

Getting moved out of the basement was easy when I found the window wouldn’t close or lock. Since the room was at ground level, I asked for another one and they did it without hesitation. The single room was small but not cramped, very clean, and had a comfortable bed, an in-room thermostat, and free Wi-Fi. It’s a great price for a room with a private washroom. The location’s fantastic too, with the tube, Hyde Park, buses, shops, and restaurants all walkable.

It’s in a good spot, and getting into my room half an hour before the 15:00 check-in time was a nice surprise. After that, things went downhill. The room was tiny, which I can accept for London, but the mattress was old and uncomfortable. There was also a lot of unexplained noise, maybe from the pipes or heating, and a horrible sewage smell in the shower and toilet room. The service was terrible. They never answered the phone or my emails, even after I wrote several times asking for an invoice with the correct address. I wouldn’t recommend this hotel to anyone. Stay away!

There were no easy-to-reach charging points by the beds. The plug was hidden under a side table, which had to be dragged out to charge anything. That was just one of many problems. The room smelled intolerable, the carpets were stained and reeking, and housekeeping hadn’t been done properly when we arrived. There were hairs under the blanket, so at 1am we were changing the pillow and duvet covers ourselves. Furniture was chipped or broken, walls and doors were cracked and chipped, the curtains were filthy, and the bathroom tiles were cracked. The room cabinet was tilted and looked like it could fall at any time. We complained and asked for refunds, but the hotel didn’t comply. Reception wouldn’t answer calls from our room, so we had to go downstairs EVERY TIME we needed to speak to them. Staff gave us attitude for complaining, and were a complete headache. Booking.com tried more than 10 times to reach the hotel using all its numbers and extensions, but nobody responded. We’re still waiting for the hotel to reply to Booking.com and offer some compensation for advertising itself as a 4-star hotel. This was thoroughly disappointing. Save your money and spend it elsewhere.