The Chapter Hotels - Hyde Park

Mixed experience, but outstanding service from Erunima We stayed here for 4 nights, and our experience was definitely mixed. Upon arrival, our room had no electricity. It wasn't until the following day, and after a lot of back and forth, that we were finally able to move to a different room. Once we switched, the accommodation was good. The highlight of our stay was definitely the receptionist, Erunima. A huge thank you to her! She was incredibly kind, helped us through the issues, and truly took care of us. We wish her all the very best!

5 months ago · via Google

PUBLIC HEALTH & SAFETY HAZARD - DO NOT BOOK! DO NOT STAY HERE. We booked this hotel for a family trip on April 4, 2026, and it was a complete disaster from the moment we stepped inside. As a family with a pregnant wife and a son with severe allergies, we were horrified by the conditions. ​BIOLOGICAL HAZARD: The room (No. 62) was infested with black mold. The hotel tried to hide the foul, toxic air by leaving all windows wide open before we arrived. Within an hour of closing them, the air became thick and unbearable. ​ZERO SECURITY: The door’s key system was broken. The staff’s solution was that a "young receptionist" would manually let us into our room. There was no verification system to check who actually lived in the room. This is a massive security risk for your family and your belongings. ​PHYSICAL DANGER: Room 62 is on the top floor. There is NO elevator. The stairs are in a dilapidated, "questionable" state—dangerous for a pregnant woman or small children to navigate. ​FILTH: The room was visibly dirty, the floors were cracked, and they didn't even provide towels. ​DISHONEST MANAGEMENT: After seeing the room, we left within an hour for the safety of our family. Since then, the hotel and Booking.com have refused to take responsibility. They have now stopped responding entirely and are refusing a refund for a room that is legally uninhabitable. ​This place is a scam and a health hazard. They are happy to take your money but will ghost you when you report their safety violations. Avoid at all costs. We are now pursuing a legal chargeback through our credit card company. ​STAY AWAY FOR YOUR OWN SAFETY.

3 months ago · via Google

Our stay at this hotel in London was extremely disappointing. From the first night, we found bedbugs in the room and woke up covered in bites. We informed the staff, but they refused to change our room. The only solution they offered, after we insisted, was giving us clean sheets to change the bed ourselves, which was completely unacceptable. We later contacted the hotel by email and received no response. Booking, the platform we used, also tried to intervene, but the hotel did not cooperate or offer any solution. To make matters worse, we brought the infestation home and are now dealing with bedbugs and multiple bites. We strongly advise avoiding this hotel due to the lack of hygiene and responsibility.

4 months ago · via Google

One of the worst experiences in my life . The hotel has a great location but the accommodation was awful. The room was dirty and dusty , we found forgotten underwear from the previous customers on the floor and none picked it up till the day we left even though we complained. The main entrance door was not unlocking with the key that we were given and it was fixed after 4 days . We were waiting outside in the cold for one hour two days in a row at the midnight till the staff to arrive and try to figure out how to unlcok the door . Generally this hotel is just a waste of money you can find something much more value for money.

6 months ago · via Google