Upton House Tours

Firstly, the property is not a hotel . We found it difficult to locate it . It is a small private apartment with 3 small bedrooms bed rooms and 1 common bathroom for all . As advertised during the booking , we could not find a lounge ( except for a ground floor living room ) or place to sit and relax , watch tv or enjoy a cup of coffee . There are no bar and restaurant as advertised. No swimming pool or playing place - as seen in the advertisement . There is a kitchen but it is not useful for the guest . Our booking was for 4 adults and 3 children and accordingly they offered as 3 bed rooms . When we reached to the property for check-in. It was not ready . The previous occupant had a pet and such required cleaning was not done . The property was smelling cigarette. We left the property for the cleaning to be done and returned in the night . To our surprise we found somebody sleeping on the ground floor . The building main door was opened . And our personal belongings were on the first floor - serious breach of security . We called Taj to explain the situation- but he was no helping , rather rude. He promised as an extra bed, we could not find it anywhere. The three beds were not enough to accommodate 7 members . I don’t know why you people accept this reservation when it was not suitable for a family . Somehow we Managed the night and checked out by 10.15 . How can you consider this property as a Hotel . This is my first experience with Hotel.com and it was terrible.

The room wasn't ready when we arrived at 3:30 though the booking said ready by 3. It didn't take too long but was a bit annoying. The room itself was lovely though it was a bit strange to not have a bin and I would have liked more coffee etc. We got a wake up call at 5am which we didn't ask for. When we checked out I brought this up and we were told it was a mistake and the person apologised but I would have preferred if they apologised without me prompting and maybe offered us some kind of compensation. I have issues sleeping so it was really quite disruptive. I did wonder if it was because we were clearly not well off and the place is quite posh. I don't have an issue with someone making a mistake but seems weird not to apologise.

I purchased this booking thru Expedia.at checkout I was asked if I would like to prepay for the breakfast offered at the property. I chose to do it because I thought it would be a good start to our days. We didn’t even check into our room on the first day- our flight to London was a day late. The breakfast was garbage. We had to buy breakfast every morning and pass on the stale croissants. I addressed this with staff, they could lot help me. It seems that when someone asked for a refund of an underwhelming breakfast at a rich price is too much of an ask, you are left with few options. Our room had reading lights on the wall by the beds. The switch plate also had USB jacks. None of that was working for our entire stay. I made a very reasonable request for a refund on a lackluster breakfast. Please pass on their breakfast and look elsewhere for a hotel that maintains the electrical systems of the room. There are a lot of choices around London.