I arrived in London, at the hotel at 2.10pm on the 18th of June, and couldn’t check into the hotel until 3pm. I explained that I was going to be out all day, and wouldn’t be back until very late. This wasn’t a problem, and I understand it’s normal to adhere to the check in times. I arrived back at the room at 12.30-1am - very tired, and exhausted from travelling and the days events. In the room, I found blood stains on the door frame into the bathroom, and an old blood stain on the towel. As I was so tired, I checked the bed (which was clean) and decided I would tell the reception first thing in the morning. I took pictures at this point to show them. The next morning, I spoke with reception and the gentleman was very lovely, and came to look at the room. He seemed shocked at what he saw, and said he would have to speak to his manager. I felt this employee was genuine and felt happy with his response. I had left the hotel with an understanding that no payment would be taken off my credit card until a conversation had occurred between myself and the manager. Since then, I have received an email from Najmul Hussain; who told me they had inspected the room before I had arrived and this wasn’t there! And so have taken payment from my card with 20% deducted, as he felt this was fair. He also said that he would not speak to me over the phone, as all means of correspondence have to be recorded. Whilst I appreciate they want a log of events, I would also have appreciated an honest, open telephone call; especially when I had requested this before payment was taken so that we could have come to a mutual agreement. I do not feel that the hotel is keeping a good standard of hygiene, considering the recent global pandemic the world has just suffered. I feel the hotel wanted to dismiss my issue quickly and move on without proper conversation of thought into my feelings. There has been no discussion about how this might have been missed, what they will do to ensure it doesn’t happen for other guests, and how they can put measures in place to maintain high standards. Someone else’s blood stains is NOT acceptable. I would not recommend this hotel.
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