Rockwell East

What a massive disappointment - rude staff who are not trained to do their job with very poor customer service and the lack of communication from management speaks volumes on how this establishment is run. I stayed here mid October on a business trip from Barcelona. I arrived around midnight, went to check in and the receptionist asked how I’d like to pay. I said there must be a mistake as my company always pays for hotels in advance but he insisted it hadn’t been paid for. I had a booking confirmation and booking code but again he insisted that he was correct. I asked if I could stay the night and my employer would sort it out first thing in the morning as I did not have the funds to cover the cost but he refused. As a young female professional who had just arrived in London for the first time, late at night, after travelling all day, with an important conference the following morning, to be told I could not stay there left me distraught. I cried my eyes out for half an hour in the lobby after being told by the receptionist to ‘step away from the desk’.. I tried calling my managers but I couldnt get through so late at night. I eventually got through to my younger sister in Australia who lent me her card to pay for the hotel. The following morning I had calls and emails from my manager, HR and the third party booking company which my stay had been booked through. They all confirmed my stay HAD been paid for weeks in advance. When I approached the reception to rectify the situation, the new receptionists acknowledged the double payment and apologised saying the other receptionist had made a mistake. I asked to speak to the manager but was told he/she was not available. I asked for their contact information and was told it would be better if I left my email and they would pass it to the manager who would reach out to me. Two days later when I was checking out, I requested the managers contact information again as I still had not been contacted. Despite leaving my contact information, taking the time to write a large review of my experience and sent directly to the manager, I have yet to receive any form of communication from the manager. Upon my return to the hotel on one of the nights I stayed, I encountered the same receptionist from the initial incident. I explained what had happened and presented evidence of the double payment. He still maintained that he had been correct, despite ‘REFUND’ written on my booking file and an apology from the other receptions who confirmed that he had not checked the booking correctly. He offered a cold apology for the considerable inconvenience I experienced. I really would not recommend this place. It put a bad taste on my whole trip to London and very poor performance and lack of professionalism from both staff and management. Massively disappointing.

The location was excellent. I walked from Liverpool Street which took under 20 mins. The room was huge and comfortable BUT the sound from outside was very loud. I was on the 2nd floor right at the front. Very clean room.