I booked The Bentley Hotel London expecting a safe and comfortable five-star stay, but this was the worst hotel experience I have ever had.
The first room I was given would not qualify as four-star — the headboard was torn, the mattress was sunken, the carpet was badly stained, and the main lobby had an unpleasant odor. After two nights, I was finally switched to another room.
On the third night, our room was burglarized. When we returned from an evening out, a police car was parked at the entrance. When my husband asked the concierge if there was a problem, he was told “no.” We later learned the scaffolding alarm had gone off twice that evening, meaning staff were aware there was likely a security breach. Another couple two doors down was also robbed.
The next morning, we discovered that someone had gone through my husband’s briefcase and stolen his personal belongings. Our window latches had been left open from the inside. The General Manager never informed us of the repeated alarms or the extent of the security issue. This was extremely unsafe — we could easily have walked in on the intruder.
To make matters worse, the hotel charged us full price for the stay and even billed us for tea and sandwiches while we waited four hours for the police. No goodwill gesture, no apology, no accountability.
This hotel is absolutely not five-star, nor is it safe. I have asked Hotels.com to remove this property from their platform, as it poses a serious risk to guests.
