"We recently stayed at a well-known luxury hotel in London, expecting top-notch service but were left thoroughly disappointed. Upon arrival at 2:30 pm (check-in was 3 pm), we hoped for an early check-in. The front desk staff informed us politely that our room wasn’t ready, which we understood. However, even after the guaranteed check-in time of 3 pm, we were kept waiting without updates. It was nearly 4 pm when we finally got access to our room. Once inside, the experience worsened. The room had a stale smell, there was dust on the surfaces, and the bathroom sink had visible water stains. Additionally, the heating system wasn’t functioning properly during one of the coldest weekends, and the noise from the corridor was constant. We raised these issues with the reception, but they were dismissive and didn’t offer any real solutions. For the price and the reputation of this hotel, the lack of cleanliness, room readiness, and customer service were unacceptable. We won’t be returning and would advise others to look elsewhere for better value and service."