Norfolk Towers Paddington Hotel

Lovely staff very accommodating. Rooms very clean, small so very hard with four bags and twin share ROOM 112 is not great if you book request not to be put in this room as when you open the door your are faced with ten to twelve stairs and 26kilos of luggage not a good mix. Breakfast was good I do think they need a little more variety maybe cooked tomatoes a couple of days instead of mushrooms all the time, and fried/poached eggs instead of scrambled everyday. I did enjoy staying here and would recommend.

I visited this hotel recently to meet my cousin, who is a guest there. When I needed to use the restroom, I was stopped by a staff member named R.Arbio, who was extremely rude in the way he spoke to me. I understand policies might limit restroom access to guests, but the lack of courtesy and respect shown by Fabio left a very bad impression. I expected better service from a place like this. It’s clear that the hotel is cutting costs by hiring staff on lower wages, which often leads to unprofessional and unmotivated employees

Subject: Formal Complaint – Mishandled Booking and Poor Front Desk Support at Norfolk Towers Paddington Hotel Dear Management of Norfolk Towers Paddington Hotel, I am writing to express my serious dissatisfaction with the service my family received during our recent visit to your hotel on 05-07-2025 We had made two separate room bookings: One under my name via Booking.com, And another under my daughter’s name via Klook. Upon arrival, both my daughters were asked to photocopy their passports, which they did without hesitation. However, despite presenting valid identification and booking confirmation, your front desk staff insisted they could not find the second reservation. They were told to wait for my arrival before anything could be resolved. This created unnecessary panic and emotional distress. As it was already late in the evening, my daughter grew increasingly worried that there would be no hotel room left for her and her sister if they continued to wait. Fearing being left without accommodation in the middle of the night, she felt she had no choice but to make a last-minute booking at another hotel, which cost her £200. Only later did your staff realise that the second room was indeed available all along. However, by that time, the emotional and financial damage had already been done. What was most disappointing is that no apology or compensation was offered. Your staff handled the situation as if we were at fault, despite us having made both bookings correctly and providing all necessary documentation. This level of service is completely unacceptable for a hotel that serves international travellers. Your front desk team should be trained to handle such situations with more professionalism, empathy, and responsibility. We are requesting: A formal explanation for the mishandling of the second reservation, A written apology to my daughters for the distress and unnecessary cost they had to bear and there is no compensation was provided.