Awful experience, they did not have my reservation with Expedia and had to pay again for one night with my card. I booked this hotel for work, not a holiday so had zero time to waste and no need for extra unnecessary anxiety considering I was in London for important work meetings. When arrived for the check in they simply stated they could not find my reservation and looked at me as if I was a thief. I tried to call Expedia Customer Service and it was closed - I checked in at 10pm - which left me appalled considering they provide a worldwide service with several timezones so Customers can apparently be left without help until they open again. Long story short the next day they called me saying they found my reservation and had to go to the reception to get money back on my card (waste of time again) and NO ONE apologized for the inconvenience. Not the reception nor Expedia. Bare in mind I have been an Expedia customer for 10 years with an actual Silver status. No compensations, no excuses, nothing. I always chose Expedia for its convenience over its competitors, but I have to think again...
