"We stayed here during a particularly hot period in London and wanted to upgrade to a room with air conditioning. Unfortunately, communication was slow, with online responses taking around an hour, and different staff members quoted different upgrade fees, which was confusing.
After upgrading, we encountered an issue with the room lock, leaving the room unsecured. Thankfully, nothing was lost, but it was concerning. We then had to pack and move our luggage again to a third room, which was inconvenient and disruptive to our stay.
While the staff eventually agreed to provide a small fraction of refund as compensation, we are still waiting for it to be processed. Overall, the stay was disappointing due to slow and inconsistent communication, small rooms, and the need to change rooms due to maintenance issues."
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