St Paul's Hotel 153 Hammersmith Road, London W14 0QL

"I am absolutely livid at the way my girlfriend and I were treated at this so-called "4 star" hotel in London. We had booked a one night stay for New Year's Eve, which also happened to be our anniversary, and were looking forward to a romantic and special evening in the city. But when we arrived at the hotel at 3pm, our hopes were quickly crushed when we were told that our room had been overbooked and there were no other rooms available. Instead of offering to book us out to another hotel (which they are LEGALLY bound to do) or any kind of compensation or assistance, the staff simply told us to book another hotel room online. They refused to pay the difference in price, even though it was their mistake that left us without a room on one of the busiest nights of the year. To make matters worse, the duty manager, Elizabeth, was the most unhelpful and poor excuse for a duty manager that I have ever had the misfortune to deal with. She was rude and dismissive, and seemed to take pleasure in our distress. The story for why our room was now unavailable changed every time I questioned the reasoning- all lies. There were barely any hotel rooms available on New Year's Eve, and the staff at St Paul’s hotel, namely Elizabeth, were willing to leave us sleeping on the streets of London. This is outrageous and completely unacceptable behaviour from a supposed "4 star" hotel. The sheer lack of compassion and customer service from the staff at this hotel is beyond reproach. They didn't even offer us a sorry or an apology for their mistake. They just left us stranded and alone on the streets on one of the busiest nights of the year. I am absolutely disgusted and will never set foot in this hotel again. I would give it a negative star rating if I could. To anyone considering staying at this establishment, I implore you to look elsewhere. Don't let them ruin your special occasion like they did ours. Do not expect to have a hotel room ready for you if you book here. Look around at the benches in Hammersmith because that’s where you’ll be sent."

"Absolutely horrendous customer service, do not book here! The staff canceled our booking a few hours before us arriving and then couldn't find us another room on arrival. Even though we had confirmation on our booking the day before, from two different staff members. If we were to have another room the day after they would charge us double the price we initially booked for. They had no interest in assisting us at all. Left us to find another hotel to same night we arrived."

"Sunday roast is actually not bad! Lovely place with pleasant Christmas atmosphere. Right next to Kensington and about 20 min walk for Hyde park. Nice place to have a lunch and continue exploring surrounding. Building looks lovely as well. Recommend"

"The only good thing about this hotel is its convenient location. The room was very cold (14oC). None of the heating appliances except for the towel rack worked. The external block of the hotel AC units next to our window was very noisy producing constant turbine-like sound the whole night."

"Hotel is fairly well situated within Hammersmith, a 5 minute walk to the centre. There is no parking on-site which adds to the difficulties but the hotel is a nice character hotel, staff were friendly and the rooms, although not big (even though I’d asked for an upgrade due to wife’s 40th & was told it would be done) were of a good quality. We did not have an evening meal but made use of the buffet breakfast, you have to pay more for extras outside of this, which again I though was a little disappointing considering the cost of a one-night stay. Overall good but a few little issues"