THE ROYAL BOUTIQUE WESTMINSTER LODGE by LONDON SLEEP 9♡

Booking was confirmed but accommodation was refused on arrival, forcing our family with children to drive back home late

1.0

Location Families travelling with children should be aware of the risk of last-minute refusal despite confirmed bookings.

− We arrived at the property at approximately 20:45 within the official check-in time, with our family including three children. Before arrival, the property demanded additional child charges that were not disclosed during booking, despite the number of children being clearly declared at the time of reservation. Upon arrival, we were told there was no booking and later informed that check-in would only be allowed if we paid extra charges. As a result, my children had to remain waiting in the car while this situation was being discussed. We were ultimately refused accommodation and forced to drive back home late at night, reaching around 1:00 AM after midnight. This created significant stress and a potentially unsafe situation for our family, especially with children involved. Booking.com later intervened, issued a full refund, and confirmed that the property is under investigation. I hope this review helps prevent other families from facing a similar experience.

Guest review

10.0

Location with local shops

− No mirror any room

HORRIFIC DO NOT STAY

1.0

Once booked and confirmed and paid for the property messaged us asking for additional payment of a substantial amount £400 the night before it does not say this anywhere that you need to pay for children we had a night mare before travelling 5 hours down to london thankfully booking.com helped us to find somewhere else

− Once booked and confirmed and paid for the property messaged us asking for additional payment of a substantial amount £400 the night before it does not say this anywhere that you need to pay for children we had a night mare before travelling 5 hours down to london thankfully booking.com helped us to find somewhere else

I was not happy with this experience. I have booked a lot of houses through booking.com and this is the house I will not

3.0

The rooms were clean

− It wasn’t very spacious. I was charged for having kids per night, I booked as a family and put how many children I was taking, I didn’t see any of this detail on the property description I provided screenshots of the websites where I didn’t see how children were charged, I was told I had to pay a week in advance but obviously I did not know about this so I didn’t make any payment but I received a message 5 days before which I did not see. On the day of check in I got a message saying to make a payment for each child per night that I have to pay for the children, if I had to make a payment 7 days before they should have made it clear or informed me when I booked the house but they didn’t. This lacked communication with me which made me unhappy, and caused chaos for me on the check in day while I had to drive more than 5 hours. I also had to pay for car park per car per night which also I wasn’t told about. If I have to transfer money for certain charges I should be informed about this BEFORE I book for the house but I wasn’t, I was informed ON the check in day. Staff was also quite blunt and not very communicative with me.

An excellent property, however note there is extra cost per child staying.

8.0

− Cost for children staying (30 pounds per child) and parking fee, which are not well indicated in the profile policies.