Absolutely shocking customer service.
Requested a change of date. The hotel just refused full stop even though I had the option to request. The reason they said no was I needed to give a min two days notice before check in. But the booking was only made the day before we were due to arrive, so I wouldn't have ever been able to give them a two day notice. The day of arrival (day after booking) Covid cases were at an all time high in London as per Boris so we decided not to go. I didn't want a refund just a change of date. The rude man on reception needs to get some customer service skill. Not only did he keep putting the phone down on me but he refused to pass over his managers name. Absolutely shocking experience. Been ripped off by £152 by this hotel. Would ever recommend to anyone.