The Tophams Hotel - Belgravia
Complaint 292405 Details

We made a reservation for two double rooms for four people, with breakfast from 28 November to 1 December 2013 to the Hotel Belgravia Mews Hotel (50 Ebury Street – London).
The booking was made through the internet by Rumbo, guaranteed JacTravel.

We consulted the website of the Hotel on the net where it says that it was a 4-star hotel with very good accommodation.

When we got to the address of the hotel we found a notice saying that the reception was on 28th of the same street. It was the hotel Tophams Hotel Belgravia (24-32 Ebury Street, London SWIW OLU).
We did the check in but the rooms were not yet ready, then we left the bags and went sightseeing.

At night, after supper, we went to the hotel and they accompanied us to 50th on the same street. When inside, we found ourselves an old building, smelly, dirty... In the rooms, the TV did not works; the handle of the bathroom door was broken; the bathroom had a window facing the street but no curtain (the neighbours had direct views for us on the bath…).
When we complained the improper accommodation and that in no way reflected the hotel's website, (the number of stars and the website photos ...) they answered us that our reservation was for that hotel.

The manager was not present, in fact throughout our stay have never seen him or never appeared, although grumble by their presence. We demand the return of our money or the allocation in new rooms according to our choice on the net but without success.

We ordered the complaints book and they gave us a sheet of paper without any reference to the hotel, that we have filled and delivered (we have a copy). We asked them to sign the document, confirming as it had been delivered and they refused to sign it and, that they had no hotel’s stamp to put on it. After our insistence, an employee made a doodle and refused to give us his identification. Another employee wrote his name: "Phiha" who later confirmed that was not her real name, surreal.

We complained daily, as well as other guests, victims like us, and only in the morning of the 30/11 they gave us two rooms at the Tophams Hotel Belgravia (24-32 Ebury Street, London SWIW OLU), a double bedroom and the other double.

But, surprise, when we arrived at night, we were faced with the change of only one of the rooms. After much complaining, they gave an extra bed in that room (without quality, old, and the mattress were not in good conditions...).