Mornington Hotel London Victoria

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Reviews

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  David Smith

  From April 29 to May 3, 2023 we stayed at this hotel. The experience we had at this hotel was extremely terrible. The services and their practices were unacceptable. The responses from the management of this hotel were disappointing and dishonest! First of all the hotel did not deliver what they promised. We had contacted the hotel a couple of months ahead of our stay to ask for a room on the ground floor because I am handicapped. Secondly on the third day of our stay when we returned to our room in the evening, we were beyond shocked to find that our room was in such a horrible state: our bed was not made, the floor was dirty, it was covered with objects that were not even ours, the bathroom sink was filthy, the cups and spoons were not cleaned at all. This hotel is so unhealthy and not hygienic at all.  In all our years of traveling, we have never encountered any situation like this before. We are frequent travelers and have stayed in all different levels of hotels around the world. We cannot believe that a hotel in London, England would have such a deplorable level of service and hygiene. We were shocked, disappointed and saddened by the responses of both the hotel manager and the hotel director when we informed them of our concerns. We sent both of them a dozen emails outlining our experiences and concerns. At first, our emails went unanswered. When they finally replied, they did not take any responsibility or offer any resolution to our complaints. In fact, they chose to blame, point fingers, and manipulate the situation by telling us conflicting stories. Below I cut, copied and pasted two email replies to my wife Kathryn from the hotel director and the hotel manager to demonstrate how the management team blamed us and made contradicting statements! From the director: “Greetings Katheryn, Thank you for your email. You spoke with our manager on Wednesday as you were leaving the hotel. She was under the impression that you were happy with the room and stay from the conversation that you had. I have seen that she has not received the email as the address was incorrect.” The hotel director is totally wrong here. The manager indeed received my emails but she didn’t reply to me. From the hotel manager: “Dear Kathryn, Thank you for your email. I can confirm that I was indeed in another property so my apologies that I did not see you in person on your day of departure and you have been conversing with my receptionist as she relayed any comments you have noted to her on departure after I returned. My apologies you have mistaken me with my receptionist. I am happy to increase the offer to 50% for the day of the complaint.” We asked them to refund us for the two nights we had the issues and problems. They offered to compensate us by refunding 50% back for one night only. We wanted to move on so we informed them that we would accept the offer. Shockingly they ignored us again and did not honor the refund that they had promised us. From our experience, we can confidently say that the management team of this hotel is less than professional. The hotel practices and guest services were unacceptable especially in a renowned tourist destination such as London. It is a shame that this hotel left a permanent negative impression on us and on our visit to London.

  01-01-1970
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  Kathryn Smith

  Please Please do yourself a favour, do not stay at Mornington Hotel London Victoria. From April 29 to May 3, 2023 we stayed at this hotel. The experience we had at this hotel was extremely terrible. The services and their practices were unacceptable. The responses from the management of this hotel were disappointing and dishonest! First of all the hotel did not deliver what they promised. We had contacted the hotel a couple of months ahead of our stay to ask for a room on the ground floor because my husband is handicapped. Nicole from the hotel answered our request. She informed us that we would be placed in a room on the ground floor. Upon arrival we were told there was no ground floor rooms available. We were placed on a higher level with four flights of stairs and no elevator. It was excruciatingly challenging for a handicapped person. Secondly on the third day of our stay when we returned to our room in the evening, we were beyond shocked to find that our room was in such a horrible state: our bed was not made, the floor was dirty, it was covered with objects that were not even ours, the bathroom sink was filthy, the cups and spoons were not cleaned at all. There was no shampoo, conditioner, or coffee, etc. I went to ask an employee at the front desk to follow me to have a look at our room. He was very surprised to see our room in such a messy state. This is unbelievably inappropriate and unacceptable practice from a hotel in London. The other shocking and unacceptable practice is the hotel’s cleaning practices. We were told “just rinse your cups in the sinks, our hotel never washes our cups and spoons with soap detergent.” When I asked an employee for some dish detergent or any other cleaning supplies they have to clean our cups and spoons, he offered to rinse the cups himself in the toilet room located beside the reception desk. Furthermore, he informed me that this hotel only rinses the dirty cups and spoons without using any cleaning detergents at all. This is so unhealthy and not hygienic at all.  In all our years of traveling, we have never encountered any situation like this before. We are frequent travelers and have stayed in all different levels of hotels around the world. We cannot believe that a hotel in London, England would have such a deplorable level of service and hygiene. We were shocked, disappointed and saddened by the responses of both the hotel manager and the hotel director when we informed them of our concerns. We sent both of them a dozen emails outlining our experiences and concerns. At first, our emails went unanswered. When they finally replied, they did not take any responsibility or offer any resolution to our complaints. In fact, they chose to blame, point fingers, and manipulate the situation by telling us conflicting stories. We asked them to refund us for the two nights we had the issues and problems. They offered to compensate us by refunding 50% back for one night only. We wanted to move on so we informed them that we would accept the offer. Shockingly they ignored us again and did not honor the refund that they had promised us. From our experience, we can confidently say that the management team of this hotel is less than professional. The hotel practices and guest services were unacceptable especially in a renowned tourist destination such as London. It is a shame that this hotel left a permanent negative impression on us and on our visit to London.

  01-01-1970
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  Niclas Ackeborn

  (Translated by Google) Best and coziest hotel in Gothenburg. The location is fantastic with close proximity to everything. Centrally located and a stone's throw from public transport. Wonderful staff! (Original) Bästa och mysigaste hotellet i Göteborg. Läget fantastiskt med närhet till allt. Centralt och ett stenkast från allmänna kommunikationsmedel. Underbar personal! Rooms: Mysiga rum med karaktär.

  01-01-1970
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  Calum Auld

  Lovely wee room that unfortunately didn't have a window. The room was small with barely enough space to get in between the two single beds. That said, it was clean, air conditioned and quiet enough. Location was ideal being only five mins walk from London Victoria.

  01-01-1970
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  Kristoffer Idestål

  01-01-1970
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  Anna Weaver

  I had a room in the top floor, so lots of stairs. The room was not massive but was clean and comfy. The reception staff were welcoming and helpful. Rooms : 5/5 | Service : 5/5 | Location : 5/5 … More

  01-01-1970
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  Milica Kovacevic

  01-01-1970
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  Jonathan BP

  Nice hotel. Compared to many in the area it looks newer and has a nice modern decoration. Also room I stayed in was bigger than area average.

  01-01-1970
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  Josh Wallner

  The hotel canceled our entire 9-night reservation because we arrived the morning after our first night booked due to a flight delay. They said it was due to us not notifying them when we'd be there. No communication was provided that I recall that this was expected, and we were never notified of the cancelation. We did not find this out until attempting to check-in. I'm not sure if this is common practice at other hotels; I have never heard of being asked to call when I arrive nor have I ever had to do so in all my previous travels. I'm unclear why we need to communicate when we'd arrive if we've already paid for the entirety of our stay. To me, it would seem to benefit the hotel to have nobody in the room, have no wear and tear, while still getting paid. Regardless, we were able to get a refund for the remaining 8 nights which was a satisfactory conclusion given I don't expect a refund of the one night we technically used still. The front desk manager was very helpful and patient offering up suggestions of other potential accommodations. I certainly appreciate her assistance, but nonetheless as an international, this was a frustrating and nerve-wracking experience trying to re-book an accommodation for 8 nights on the spot after an overnight flight.

  01-01-1970
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  Björn Denkvist

  (Translated by Google) Do not choose this hotel if you want to have peace and quiet and sleep before 04.00 when the bars and restaurants close. (Original) Välj inte detta hotell om du vill ha lugnt och skönt och sova före 04.00 när barer och krogar stänger. Food & drinks: Väldigt bra kök med riktigt bra italiensk mat. Pizzan var gudomlig.

  01-01-1970