Tower Suites by Blue Orchid Hotel in London

Dear Customer Service Team,

I am writing to formally complain about the extremely disappointing experience my companion and I had during our recent stay at Tower Suites by Blue Orchid.

When making the reservation, I clearly selected my room preferences as:

a twin room (two separate beds), and
a room that was not located near the end of the corridor.

However, upon arrival and check-in, we were assigned a room on the 8th floor which required taking the lift to the 7th floor and then climbing an additional flight of stairs. More importantly, the room was both located near the end of the corridor and set up with only one bed, completely ignoring the preferences stated in the booking.

When we approached the front desk to request a room change, we were initially told that the hotel was fully booked and no alternative room was available. However, we could still clearly see available rooms listed online at that time. After repeatedly confirming and discussing the issue twice, the staff finally agreed to move us to another room on the 5th floor.

Unfortunately, the replacement room still only had one bed. In addition, the bathroom tissue arrangement was messy and untidy, which made us question whether the room had been properly cleaned at all.

Later, staff were sent to convert the room into a twin setup. During this process, the handling of the bedding was extremely unprofessional and unhygienic. The bed sheets were dragged on the floor and over the staff member’s shoes, and the staff even stepped on the bedding while changing it. The entire process appeared very inexperienced, and I am genuinely unsure whether the person assigned was properly trained in housekeeping procedures.

To make matters worse, one female member of the front desk staff displayed a consistently poor attitude throughout both the phone conversation and face-to-face communication regarding the room change. Her manner was unfriendly and dismissive, which further worsened an already frustrating situation.

Overall, our experience was extremely unpleasant and far below the standards expected from your hotel. What makes this even more unacceptable is the price we paid. This room type is normally priced around £139 per night, yet we were charged £319.15 for this stay. The level of service, cleanliness, and professionalism we received was absolutely not worth this amount and was frankly unacceptable.

Given the significant inconvenience, poor hygiene standards, unprofessional service, and the excessive price charged for this stay, I would like to formally request appropriate compensation for this experience.

I look forward to your prompt response.

Kind regards,