Member since 2021
Disappointed
stayed: December 2024
We booked the Sparkling London Break, which included early check in, a bottle of Prosecco in our room on arrival, unfortunately due to problems with public transport we arrived two hours later than we had expected so we were looking forward to having a glass of Prosecco in our room when we finally arrived. Once in our room no bottle of prosecco had been left not in the fridge not on the desk. We left our case in the room and on our way out asked reception about our missing bottle she asked what time we would be back! We had absolutely no idea, she told us to go to the bar when we returned. We arrived back at approximately 10.00pm we asked at the bar where the bar man got a tray put two glasses and a bottle of Prosecco, we then had to carry the tray to our room, this is not the service we were expecting when we booked this sparkling London break, we opened the Prosecco but unfortunately, we had had a long day and could not keep awake to enjoy it, we were so disappointed.
Tophams Hotel says:
Dear Phil,
Thank you for taking the time to share your experience. We're sincerely sorry for the disappointment caused during your stay, particularly with the service associated with the Sparkling London Break. The Prosecco should have been ready in your room as promised, and we regret that this was not handled as smoothly as it should have been.
We understand how frustrating it must have been after a long day to not receive the service you expected. Please rest assured that your feedback has been shared with our team to ensure we improve and provide a seamless experience for all our guests in the future. We truly value your understanding and would love the opportunity to welcome you back and provide the exceptional service you deserve.
Kind Regards,
Irina
Assistant Manager
Back Next review ›
Other UK hotels that may be of interest
0333 2125 594