6/10 Okay
Steve, Richmond
Apr 7, 2024
Liked: Cleanliness
Disliked: Staff & service
This was our second stay at Fitzrovia Belle. We came back because the service on our first visit was absolutely sensational. Not so this visit. Staff member on duty (we were told his name was Kas) did not honor their advertised 2pm check-in time. We'd been traveling for 20 hours and this was our first stop in London. Kas was unapologetic and blamed Travelocity for listing the wrong time. We are innkeepers ourselves and use Travelocity. So we know that Travelocity depends on their hotel clients to provide them correct info. Travelocity would only list the info the hotel provides. Blaming them was absurd.
A manager named Mark then came on duty and was extremely gracious and apologetic. He checked us in and said there was no reason we shouldn't have been allowed to check in on time. Mark said as long as rooms are cleaned, there is no reason not to allow guests to check in, even if it's before check-in time. So Mark helped to redeem the situation, but I doubt we'll stay again. If Fitzrovia Belle hires people like Kas, we don't think we can trust another stay there. Sad experience.
Steve
Stayed 2 nights in Apr 2024