Swan Inn, Heathrow Airport

They double booked, so someone else was in my room. They said they'd accept a free cancellation request, had me submit it, then tried to scam me out of my money. This place is an absolute hole. Even clients outside were saying, "it's a lucky escape". They wanted us to wait an hour while they moved beds around, then expected my 66 year old mother to climb metal stairs. The staff are utterly incompetent scammers. I'll be pursuing legal action, requesting that they be taken off booking.com, and asking for a health and safety inspector to be sent.

Avoid, avoid, avoid. I waited in freezing weather for door codes that were wrong. At 1:30am, they told me the hotel couldn't take tonight's booking and could refund that night, then continue my stay from tomorrow. After spending the night on the streets, why would I want to stay there for the next few nights? The staff on the phone had no idea what to do and struggled with even basic English, which made communication harder. When I asked for a manager, they were out of office. This lot couldn't follow their own noise down a one way street. My advice is to avoid it at all costs. They operate under OYO hotels, and their line about "On Your Own" feels accurate.

Don't book this place under any circumstances, even for an hour. At 1am, staff came into my room while I was sleeping. I felt very unsafe and left straight away. The police were called, and I tried to report the booking and the hotel, but everything seemed to disappear and no one cared enough to keep my review posts up. There were drunk staff, the cameras don't work, and the rooms are appalling. This place should be shut down.

I lost £248 because there was no way I was staying a night in that filthy, unsanitary hovel. I complained downstairs, but there was no manager or supervisor to speak to. They told me to contact my booking company for a refund, which I did. OYO hotels basically told me to Foxtrot Oscar. The websites advertising this hotel should be sued for false advertising. Their pictures bear no comparison to the actual rooms. Save your wallet, sanity and dignity, and DON'T BOOK A ROOM HERE. The bathroom was disgusting, with a stained toilet bowl and a shower tray surrounded by more greenery and mushrooms than my back garden. A kettle sat in dust behind the TV stand, but there were no cups, tea or coffee, towels or toiletries. The room stank of stale cigarettes and mould, had stains on the walls, black dirt on the white doors, and the bedroom door didn't seem to lock from inside. Mouldy pillowcases, dirty walls, broken windows, a soft, splintered floor and a layer of dust and hair greeted me. It was at least a centimetre thick around the room's edge and worse behind the TV stand. The place looked more like a crack den than a hotel room. When I arrived, my heart sank. The outside was nearly as tatty as the inside. The guy behind the bar was disinterested and rude, then had to call someone else to show me the room. After about 10 minutes, a man arrived who barely spoke English. He scribbled some numbers copied from the back of a cupboard door in the bar and said they were my not so secure electronic door code. His broken English explanation of how the lock worked was hard to follow.