Thistle Bloomsbury Park

I stayed at this hotel as part of a company offsite. At around 4 a.m., I found four bed bugs in my room and noticed blood stains on the sheets. I initially thought I had to be mistaken, but after looking again, I immediately went downstairs and spoke with the front desk. Idris was helpful and assisted me right away, which I appreciated. Because the hotel was fully booked, I was without a room from approximately 6 a.m. until 11 a.m. I was eventually moved to the room directly below the original room. The hotel general manager later contacted me directly and reassured me that my concerns were being taken seriously. Management, housekeeping, and maintenance inspected the room, and a third-party pest control company was brought in the same day. The inspection reportedly found no signs of an infestation, and as a result, no treatment was performed. Although I understand that the inspection did not identify an active infestation, I struggled to understand why no precautionary treatment was performed given that bugs had been discovered in the room. The hotel indicated that the room was not considered the source of the issue and that it was possible I had unknowingly brought the bugs with me during travel. I found that explanation difficult to reconcile with my experience. After arriving from a 10.5-hour flight, I placed my luggage on the ironing board on the opposite side of the room and immediately took a shower. I had not unpacked, placed any belongings on the bed, or otherwise used the bed before discovering the bugs near the head of the bed the next morning. My company requested several accommodations on my behalf, including sanitization of my belongings, billing adjustments, and confirmation that adjacent rooms had been cleared. Those requests were declined because, as I understood it, granting them would be admission of fault on the hotel's part. To the hotel's credit, communication was prompt and professional throughout. The manager offered to meet with me personally and repeatedly emphasized that the situation was being taken seriously. At the same time, the overall experience left me feeling that much of the discussion centered on determining liability and establishing that the room was not the source of the issue. I was also informed that, following the inspection and without any treatment being performed, the original room was returned to service and occupied by another guest that same day. Separately, while leaving the property, I noticed a dead cockroach in the buffet area, which further affected my confidence in the hotel's handling of cleanliness concerns. I am not claiming to know where the bugs originated or assigning fault to the hotel. I can only speak to my experience. It was an upsetting and disruptive experience that left me unsettled long after I checked out. Others can read these facts and decide for themselves how they would feel in a similar situation.

a month ago · via Google

My experience with this property has been extremely disappointing. I made my reservation through Booking.com. Unfortunately, I had to undergo surgery the day before my scheduled flight, which made it impossible for me to travel. I initially requested a change of dates, but the property declined my request. I then asked whether they could make an exceptional refund due to the circumstances. They requested a medical certificate confirming my surgery, which I promptly provided. After reviewing it, they informed me that they would process a refund, retaining the cost of the first night’s stay as a cancellation fee. I accepted these terms. However, more than one and a half months have now passed, and I have still not received any refund. Furthermore, it has been virtually impossible to communicate with the property, as my attempts to obtain an update have gone unanswered. It is truly disappointing because hospitality is a fundamental value that any hotel should represent. Unfortunately, this has been completely absent throughout my experience.

a month ago · via Google

Rooms are nice. The Aircon worked well. Service was friendly but lacking. They offer you the option of skipping room service in exchange for a 7£ voucher towards breakfast/snack cabinet. Don’t bother. We stayed for 6 days and skipped 3 days of cleaning but room service only marked us down once. Breakfast is served until 10 except for Sunday when it runs until 11. The pub around the corner to the right (The Swan) has a very friendly staff and good food from 9am on. I would skip the hotel kitchen and go there instead.

a month ago · via Google

I booked online via booking agent and the booking was left pending for several hours so I called the hotel to confirm. The staff on reception told me there wasn’t a booking under my name or the agent name and suggested I book an alternative as they didn’t have availability which I immediately did. Payment for my booking was later taken and they are refusing to refund it saying I was a no show and it’s their policy. I contacted my credit card company who refunded immediately but have now debited again after the hotel provided their policy to the bank and did not admit to the mistake.

2 months ago · via Google