We originally booked a 2 nights stay at W6 Hotel Hammersmith, with check-in on May 30, 2025. Upon arrival, we were given a basement-level room, which was extremely disappointing. The entrance to the room was cluttered with piles of used linens collected by housekeeping. Then, the room inside had peeling paint on the walls, the bed and furniture were dirty, and the bathroom ceiling was also peeling. The sink and bathtub drained very slowly.
Our family had a very difficult night. The room faced a main street with heavy noise throughout the night, and we doesn't close the windows due the hot weather if close not fresh air for us to breathe. We had complained to the hotel staff that night, but they said no other rooms were available. With no choice for us stayed the night, but we barely slept at all.
The next morning, we spoke with the hotel manager and were given a different room on the first floor. However, the situation was not much better. The new room also had peeling paint and was not clean. At that point, we decided to leave the hotel immediately and contacted Hotels.com to request a refund for the second night.
The W6 hotel has replied to hotel.com on 2nd June 2025, that they can refund the 2nd night's staying fee. Unfortunately, even after more than a month, the hotel has still not processed the refund as promised for that second night. To make matters worse, when I called the hotel later to follow up, they claimed they had no record of our stay.
