Fraser Place Queensgate(studio) Hotel London

To whom it may concern I feel it is a sad situation that yet again I have to complain about a 4* hotel based in London, but I feel that this experience probably is the worst so far. Below are details of what happened. 1. Noted as a facility of the hotel Hotel Facilities Early check-in Lifts Lobby Early check in – we were told that check in was 4pm and check out was 11am – therefore we had to walk around London until the room was ready, at 4:20pm – the room was eventually ready to occupy. 2. Another hotel facility – the option of a Twin Room. Room Types Double Room Single Room Twin Room After check-in, we were placed into a studio apartment with one double bed. I called reception to confirm that a Twin Room was requested, I was advised that they do not provide this room type. Why did the hotel accept the reservation in the first instance when they knew there was no Twin Room? They erected a ‘fold up’ bed barely suitable for a small child therefore; I had to share the bed with my friend. If this was a business trip, this would have been most embarrassing. 3. Shower facility issues – a) The toilet seat was not secure, my friend almost injured herself when using this. b) The shower had no hot water and no other room available for us so we had to take a cold shower which was very inconvenient in November. 4. The heating was not working satisfactorily in the room; the air conditioning was blowing out cold air that made the room difficult to bare. In addition, the old style windows were not insulated so a cold breeze was constantly flowing when closed. Eventually they reset the heating system and it appeared to work, this was 9pm at night and it took quite some time for the room to re-heat and we still had a constant draft from the window. 5. The bed quality was very poor, the springs were protruding through the mattress, and this is not standard for a hotel quality bed. I was extremely disappointed with this hotel and it managed to spoil my entire weekend. The hotel had no Manager available to speak to so none of my concerns could be addressed satisfactorily as the reception staff were there to book clients into their room only. The hotel provided a number to contact them (shown below) – when I called this number for directions, the answer machine advised that their opening hours were 9-5pm Monday to Friday so we had to locate the hotel without any assistance – why do they not take calls at the weekend which would appear to be the busiest period? Again, I think the four star rating is very generous for this hotel and I would never stay there again. Regards Pearl K