It is just the worst.
We checked in at 5pm, we have already paid via Hotels.com but the front desk staff told us there were no more room.
Instead they could “upgrade” us to a “better” room across the street.
Another staff came in and smiled “Oh, it’s a much nicer room !”
Turned out it was the Hotel Indigo London-Paddington.
What we were given was in the Basement ! A Disabled Access Room with no windows !
I wondered if it was the hotels’ policy, but the way you described to us was totally unbelievable !
So we were cheated.
The staff could have handled such situation in a more polite and professional way, instead of lies after lies.
And about the room, both shower heads were broken, the drainage wasn’t working well. The toilet was flooded.
Perhaps in the basement, network was not working.
It just ruined our vacation.
Strongly advise not to book Hotel Mercure Paddington.