53 - 59 Kilburn High Road | Maida Vale, LondonNW6 5SB, England (Formerly The Quality Maitrise Hotel)
Jun 26, 2016
I booked this hotel for a friend of mine and I only found out once she had checked out that she had been staying in a windowless room because she...
I booked this hotel for a friend of mine and I only found out once she had checked out that she had been staying in a windowless room because she was too embarrassed to say.
I cannot believe this is still possible for a hotel in London. There was never any mention of this when I booked or on the confirmation, and the price, while inexpensive, was certainly not that cheap even for London. It warranted a small room, which it was the case, tiny in fact, but a windowless room? What century do we live in?
When we arrived they were having problems with the card keys and we had to have someone open our door every time we wanted to get into our room. The...
When we arrived they were having problems with the card keys and we had to have someone open our door every time we wanted to get into our room. The air conditioning did not work and the window did not open so we just about baked at night. The room was not very clean and a sock had been left in the corner of the room. The shower door was quite unsafe. We did tell a member of staff so I hope that when the next people came to use the room ( 302 ) these matters were sorted.
Great location with easy access to the underground. Stayed here for the weekend with a friend and traveled to Wembley to see Coldplay. I can't say the the hotel was...
Great location with easy access to the underground. Stayed here for the weekend with a friend and traveled to Wembley to see Coldplay. I can't say the the hotel was a match to the incredible concert but it was clean and the staff was friendly. The continental breakfast was also a plus. Good location with easy access to over and underground transport to any part of the city you fancy.
I booked this hotel due to it's close proximity to Wembley as we were watching Coldplay on Sunday 19th June, and also the cheap price.
I was started to get...
I booked this hotel due to it's close proximity to Wembley as we were watching Coldplay on Sunday 19th June, and also the cheap price. I was started to get concerned the day before, reading a lot of negative reviews on here, to the point I was considering looking at booking another hotel. 'It's only 1 night' my husband said, so I thought we should just turn up and see what happened. When we arrived at 13:40 we were told by 'employee 1' that check in was at 14:00. Fair enough, but we did think we could have filled in any paperwork while waiting. There was also another 4-5 guests 'waiting' in the reception. At 13:50, and after the first employee told us we had to wait, the girl who took over from 'employee 1' started checking in a new guest who had just walked in the door. I then queued and asked if I could check in and 'employee 2' said yes, so I did. She was polite, smiley and made me feel welcome. The room I expected to be tiny from reviews on here but I thought it was actually a decent size! We were in room 111, which was street side but you couldn't really hear a lot of noise, but it was a Sunday night. There is what looks like a nightclub across the street so I'm not sure what this might have been light on a Friday/Saturday evening noise wise. The room was a little tired but clean enough, and the bathroom was fine, with a lovely shower and plenty of mirrors! When we went down for breakfast on the Monday morning 'employee 1' was there, chatting to the cooks, and didn't even look at us until we walked almost up to her. She highlighted my name on a piece of paper and then walked off, didn't explain what the process was, what was/wasn't included, and just pointed at a table. We helped ourselves, it was continental and quite limited, the bacon muffins (I think they were) were a little stale, so I just had toast. We waited for about 10 minutes for someone to ask if we wanted tea/coffee, and there was no 'drinks station' so we just waited...and waited... I had to get up and ask 'employee 1' (who was still chatting to the kitchen guys) if we could please have some coffee, and then she bought some over. It wasn't great, and I left mine. There were about 3 tables with people eating, so pretty quiet, but 'employee 1' made no effort to clean the tables which had dirty plates. On check out we were greeted by 'employee 2' again, who was her usual happy smiley self. Kilburn High Road station is closed on a Sunday, so be aware of this. Kilburn station is at the other end of Kilburn High Road, which was £1.50 each on the bus, took about 10 mins, and stops in the road next to the hotel. Note to management; we experienced two vastly different employees of yours, one who looked like she wanted to go home/finish her shift and just couldn't be bothered, and one who was making a real effort, had excellent customer service and is an asset to your business. If you're looking for a plush hotel this is not it, but if you want somewhere close to stations, cheap and cheerful, then this is a great place to stay!
We stayed here for two nights in June to attend the Coldplay concert at Wembley stadium.
The location was excellent being on the Bakerloo line with easy access to both...
We stayed here for two nights in June to attend the Coldplay concert at Wembley stadium. The location was excellent being on the Bakerloo line with easy access to both Wembley Stadium and central London. There was everything you needed nearby. When we arrived, we were impressed with the reception staff. They were courteous and very professional. As the trip went on, however, cracks started to appear with the standard of service that left us bemused. The room itself was excellently decorated if a little compact, with a lovely shower. However, there were areas that had been damaged and not repaired, such as the headboard having a large cigarette burn in it and the skirting board with part of it missing. This was not a major issue, but we were not too impressed with all the dust that was around the room and a greasy handprint next to the bed.
On the Friday night, we wanted a quiet drink in the hotel as we had been travelling, etc and did not arrive until 2100, but we were almost forced out by the bar staff, who were obviously in quite a rush to finish. What I might also like to point out is that only a continental breakfast is included in the price and not a cooked breakfast which costs an additional £8. This could and should be included in the already expensive price.
We found it to be vastly understaffed with a real lack of management. The Sunday breakfast was utter chaos. There were dissatisfied guests everywhere. Tables mounting up with used plates and staff walking around in a daze picking up one plate at a time. I have worked in hospitality before and it was crying out for a manager to take control. They had run out of cooked breakfasts, yet were taking more orders. The chef got injured and walked out and the guests were getting more and more disgruntled.
The manager should have taken more control of the situation.
We left without having the breakfast we had ordered and having helped clear numerous tables.
Overall, it was disappointing because the hotel had the potential to be perfect but was let down by mediocre service and management.