Blueorchid Avis 4

Saturday 5th July 2025, was our 50th Wedding Anniversary, and in January 2025 we visited the Wellington Hotel and met with Fred; to plan our stay for the weekend along with 18 of our guests. We were VERY impressed with the building, its furnishing, cleanliness, and above the wonderful staff; who were so welcoming, friendly and most helpful in all ways. We built a rapor with other staff via e mail and telephone, and with the greatest of ease our weekend was planned with our arrival on Friday 4th, an afternoon Prosecco Tea on the Saturday and the full use of The Lords Bar and Pavillion Restaurant for a family party in the evening; on our return from a day trip on the British Pullman. Thank you for making our weekend so special, we and all our guests have some wonderful memories, made very special by your kindness, wonderful food, great surroundings and your attention to detail. THANK YOU ALL !

I had a reservation with The Wellington 15/10/21 - 17/10/21, which I booked in May 2021!
I have never been so utterly disappointed with the customer service i received from The Wellington. I was contacted via telephone on the 15th by the hotel to ask if I was still coming, to which I replied I was. I was then told what I believe to be a number of lies and conflicting stories about my booking..
They had noticed that I had booked an apartment for 4 people and they advised that the room in question consisted of a double bed & sofa bed in 1 room and a single bed in the other & they believed as we were a party of 4 adults we would be more comfortable in a family room with 2 double beds in the one room. I advised that I would need to contact my friends who I was meeting to confirm if that would be ok with them and the hotel said they would call me back within 20minutes. Over an hour past until they called back and I advised that we had decided that we would keep the room we had originally booked and would be with them in around 10 minutes as we were on foot from the train station, to which they sounded extremely panicked about.
When we arrived at the hotel we were greeted by the lady on the reception desk who advised us that the people who were in our room the night before had decided to stay on an extra night. To which we responded with that is fine but they should be moved to an available room as we had booked that particular room so it wasn’t available to resell, she then went away to “speak to management”, even though she had a badge on which said “management”. When she returned, she went on to make more excuses stating that the guests who were in our room the night before had tested positive for COVID so we’re unable to move rooms as they had to isolate in that particular room. She said we could stay in an alternative room that night & move into the room we originally booked the following night when the people who were isolating flew home. Obviously I questioned this as I’m very aware that a COVID positive person is unable to fly! She seemed extremely uncomfortable, started stammering and then advised that she needed to “speak with management” yet again.
She then returned & offered us alternative accommodation in the tower suites which she advised would be a two bedroom apartment with two double beds in separate rooms, obviously we had to accept as we we’re fighting a losing battle and the alternative room at the Wellington was not convenient due to us being from two separate households and not liking the idea of sleeping so closely in the one room during covid for obvious reasons. When we arrived at the tower suites we were extremely annoyed to be given an apartment with ONE double bed and a sofa bed as we’d agreed to the move on the promise we had two double beds!
We originally booked The Wellington because of the location for what we wanted to do whilst visiting London & moving us to Tower Suites was a huge headache due to all of the extra travelling and us being very inexperienced using the public transport as we had never visited London before.
The hotel did pay for our cab to the tower suites & gave us complimentary breakfast but I feel this is a sorry gesture to make up for such appalling lies. I would of respected the hotel a lot more if they were just honest and advised that they had accidentally double booked the room. I am a registered Nurse who has worked through the full pandemic in my local hospital, I have witnessed some of the most heart wrenching and awful cases which will stay with me throughout my full career and It has actually sickened me to hear this hotel try and pull the covid card when it was so blatantly obvious that this was not the case. I have complained to the guest relations who give off the impression that they just aren’t bothered either and have received no further contact after declining their “good will gesture”.

AVOID!!!!!!!!!!!

Mixed review. When I got to the hotel they had no record of my booking. It looks like it was LastMinute.com to blame for the error. I asked for the hotel to check with the lastminute.com booking team but the initial person behind the desk was not overly helpful. I ended up paying again for the night with the hotel. The reservation team sorted out the issue in the morning and gave us a complimentary English Breakfast. They also upgraded our room.

I bought a nights accommodation with spa treatments at tower suites blue orchid London for my son & his girlfriend as a Christmas/birthday present .Unfortunately when they were supposed to be going the 3rd lockdown happened. I awaited to be contacted by tower suites, but nothing happened. Imagine my surprise when now lockdown has been lifted I contacted the hotel to rebook the aforementioned gift. He was a “no show” therefore you cannot rebook or get a refund I was told !! We were in lockdown I replied? It would have been illegal for them to travel!! We were open for essential users was the response? When did a spa break become an essential usage?? I thought maybe the receptionist was wrong & asked to speak to a manager No was the reply. I even emailed them & still no response. Disgraceful all the other restaurants I’ve booked have all been rebooked with no problem & while I have every sympathy for the hotel industry I did not expect not to be able to rebook this break surely this can’t be right ?? I have also seen another person had this same problem with this hotel group. Please don’t do what I have done & pay in advance because if we have another lockdown I fear like me you will loose your money !