NOX Waterloo in London

We stayed at this hotel expecting the same quality as last year - especially since the price has almost doubled for the same period - but our experience was extremely disappointing and far from what a 4-star hotel should offer. Upon arrival, we were given room 303, where the shower was completely unusable: the showerhead was filled with limescale, the water wouldn’t flow properly, and showering was impossible. These issues were observed immediately with the receptionist, who came with us to the room as soon as we checked in. The hotel had claimed that all rooms had been checked before our arrival, but this was clearly untrue: only the cleaning had been done, nothing more. We were told that repairs might be possible the next day, but without any certainty, leaving the bathroom unusable for the entire day. We wasted more than 1h30 talking with several staff members trying to get information or a solution - without any result. We even had to cancel our evening because of this situation. In the end, we had to request the room change ourselves. We were then moved to room G05, located right next to the reception desk. The soundproofing is terrible: we could hear every conversation, every person walking by, and the reception noises, even late at night. This is unacceptable for a hotel advertising 4-star standards. On top of that, the shower in this second room had another issue: the button to change the spray mode was broken, and once again this was observed immediately with the receptionist, who was with us inside the room. Despite witnessing both issues firsthand, the hotel accused us of causing the damage, even though it was clearly due to poor maintenance and significant limescale buildup. The threat to charge our £100 deposit was unprofessional and inappropriate. A commercial gesture, an apology, or even basic professionalism would have been far more appropriate. We have already sent two emails without receiving any reply, which is far from professional. This message is therefore our third attempt to get a response in addition to an email sent today. Photos and videos are attached, clearly showing the issues. We will also share our experience on our social media to inform future guests. The hotel has clearly declined since last year, despite substantially higher prices. Very disappointing.

We stayed at NOX Hotel Waterloo in October 2025 and it was one of the most disappointing hotel experiences we’ve ever had, especially for a place that claims to be four star. We paid €220 per night, which makes the experience even more frustrating. When we arrived, the room was dirty and unhygienic. There were black hairs all over the bed, floor and bathroom, and the shower floor had mold and stains. The glasses had lipstick marks and the TV remote was sticky and filthy. We immediately reported everything to reception. They confirmed the issues and promised a deep clean, but when we came back it was clear that only a quick wipe down had been done. The hairs and stains were still there. The TV turned on but didn’t properly work, with a blurry image and a black line across the screen. Despite all of this, we were told we could only switch rooms the next day, so we had to spend the first night in a dirty room with a badly functioning TV. To make matters worse, housekeeping threw away the snacks we had bought without asking. They were later replaced, but that should never have happened. We were told that all communication had to go through the manager, “Alexa”, who we were never able to meet in person. She responded to our complaint by email in a very dismissive and unfriendly way, even suggesting that we had caused the mess ourselves. Since then, she has simply ignored our follow-up messages. This was supposed to be our anniversary trip, but it ended up being stressful and unpleasant. The cleanliness, service and attitude of management were far below what you would expect from a four star hotel. Definitely not recommended.