Yotelair London Heathrow

My family booked three rooms the night prior to our international flight back to the States and we could not have been happier. Check in was a breeze and our rooms were spacious, clean and very elegant. The television in the bathroom was a bonus! The restaurant/bar were very high quality and the staff were amazing! Thank you!

I've used this hotel several times for travelling, and has always been comfortable, easy and a pleasure to stay. We had one issue this last trip when housekeeping let themselves into our room at 7am while I was in the shower. When quizzed why he was there before we had even considered check out, we were asked 'so when will you be gone?!'. Was a blot on the usual 5 star service.

This is the second time staying here. The first time was 2 years ago and it was 5 stars all the way. I was so impressed with the room and the service. It could not have been more different this time, for the following reasons: 1) We stayed in room 2404. It was a handicapped room like nothing I’ve seen. First, there was no indication we were getting a handicap room and the lady at the front desk could clearly see we were not physically disabled. Putting that aside, the bathroom was nasty and in need of renovation in the worst way. The tile was industrial gray with water spots clearly visible. I explained that I’ve seen truck stop bathrooms look nicer! I was not convinced the room had been properly cleaned. 2) We found a Kind bar wrapper on the floor by the drapes that was clearly not ours. Another indication the room was not properly cleaned. 3) At 9:52 am the next morning housekeeping tried getting into the room. That was a bit unnerving. We explained we will be checking out in a few minutes. 4) When we checked out, I listed all of these complaints to the lady at the front desk (all but the Kind bar wrapper which I forgot to mention). She said her manager was in a meeting. I explained I would be satisfied if the 69 pound room service charge is credited/comped for the inconvenience. The lady said she would ask her manager when the meeting is over. Upon review of my bank account now that we are back home, not only are we charged the 69 pounds, but the 100 pound tab we kept open was maxed out! I would not have submitted this review had the hotel tried to make this right, but this is no way to treat returning customers. We don't need to hear the standard “We are sorry to hear this” type response. I hope they don’t respond at all unless they are prepared to make this right.