 The staff processed payments incorrectly and responded poorly when challenged They did not seem to understand that taking a payment in addition to blocking funds through pre authorisation was fundamentally the wrong thing to do and could cause hardship to guests In this case banks cannot be blamed for transactions initiated by hotel staff who blindly hid behind process and the banking system not considering that it could have been their fault Having stayed in London week in week out over the last three years and hotels for decades this is the first time I have come across a hotel that has handled situations to poorly with little empathy and indeed with some aggression when challenged They need training Although the rooms were fitted out well everything was far too small For example even the wardrobe which couldn t fit a handkerchief hanging up let alone a jacket or shirt was big enough The shower room was inadequate 
No Positive