Dear Stephen V, thank you for your recent review. We value all feedback and are thankful you have taken the time to provide us with some instructive feedback. And before responding directly to the points you have raised, I would again extend our apologies for the inconsistencies in service you experience.
As you mention there was a power cut on Bank Holiday Monday. London did indeed experience heavy rain over a short period of time which flooded a local UK Power substation, that caused a loss of power in Dolphin House. We are very sorry for the inconvenience this caused to your stay.
The UK Power board and other local authorities did work as quickly as possible to restore power; and Dolphin House offered any assistance the authorities might need, but we had no control over the events that transpired. I can confirm the loss of Wi-Fi was related to the power outage and did in fact need more attention that a simple reboot. You may have noticed the UK Power board were still working on a portion of the street when you returned to stay. I am happy to advise their works are now complete.
We do provide a porter service, but on occasion there may be a delay if the porters have previously been engaged. I am sorry if this was not clearly explained. Wi-Fi is chargeable - however if you choose to book directly with Dolphin the service is complimentary.
We are of course delighted you like the location and enjoyed the upgrade from the economy guest room that you booked to a one bedroom apartment.
I would be very grateful if you could spare the time to respond to my personal message with hopes of convincing you to allow us to welcome you back for a true Dolphin House experience in the near future.
Sincerely Wayne Mortensen,
Dear Rose C, thank you so much for your five star review! We are delighted you found the two bedroom two bathroom accommodation suited to your needs. We would be delighted to welcome you back in the near future.
Dear ArabianMoney, thank you for your four star review. We are very appreciative of the time you have taken to provide us with invaluable feedback. As you say the water table rose 40mm in a few hours over Bank Holiday Monday flooding a local UK Power substation, which did cause a loss of power in Dolphin House. Please accept our apologies again for the inconvenience this caused to your stay.
The UK Power board and other local authorities did work as quickly as possible to restore power; and Dolphin House offered any assistance the authorities might need, but we had no control over the events that transpired. I can confirm the loss of wifi was related to the power outage and did in fact need more attention that a simple reboot.
We are so very please so managed to enjoy the rest of your stay with us and found the Gym and in particular the swimming pool and attendant facilities to your liking.
We do hope you will allow us to welcome you back in the future (hopefully before another 30 years has past!)
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