Prince William

Paddington station is just five minutes from the hotel, and the area has plenty of places to eat, buy souvenirs or visit pubs, even if Paddington itself isn't a must-see. The hotel is lovely and well located. Staff were outstanding, especially when we had a bad night because of a smell coming from the bathroom, possibly something to do with the pipes. I later read that others had reported this too. The staff responded efficiently and did a great job looking for a solution. I'd recommend the hotel for a family or couple visiting the city.

The next morning, we checked out and were charged for an extra day, with the hotel saying it was their policy. I was upset about the money, but mostly just wanted to leave. We'd been at Prince Williams hotel the week before and found the stay unsuitable for families and people with luggage. The lift was out of order when we arrived. I understand things happen, but stairs are a big issue for me, and they put us on the fourth floor. My husband and daughter saw the room and said we couldn't stay there, so we were moved to a supposedly bigger room on the second floor. It was so cramped that we had to keep suitcases in front of the door and couldn't all stand at once. The bathroom was tiny, with a half sink fixed to the side, and the towels were on the bed because there was no room in there. The online pictures and videos felt misleading. The heat didn't work either, and cold air came in through the window. My teenage daughter felt the front desk staff were there but didn't know much about the hotel. They couldn't help with the heating or say if any rooms were larger. The hotel we moved to wasn't surprised and said they hear about them often.

Reception staff did a great job, and everyone was very kind. The room was clean throughout, but the room and bathroom were tiny, and the sink smelled. My first-floor room facing the street was noisy until late at night. Even with such nice service, I wouldn't stay again because the price didn't feel like good value.

I accidentally left an item in the room and came back later that day to collect it. Although housekeeping had been in, staff wouldn't return it and told me to come back the next day. I'm not sure why they assumed I could do that after I'd already checked out. After dealing with an AI customer service, I eventually reached a person who confirmed they had the item but wouldn't post it. They suggested I come in for it. I mean, you didn't give it to me when I came by the first time, but sure, I'll book travel to London and try again. Very disappointing customer service.