NOX Waterloo 25 Lower Marsh, London SE1 7FL

"The stay in this hotel was quite pleasant. The room was modern and clean, as was the bathroom, the wifi was fast and the fridge in the room was a big plus. The location is excellent and the room was quiet, but the main problem was the bed. It was narrow and short and the bathroom only had a sliding door and the kitchen lacked utensils."

"At first I was scared, because I read the reviews after booking the hotel and saw many negative comments. Surprisingly I experienced the complete opposite. Our room had a lot of space and was very clean (we book double room on the upper floor with window). The staff was very kind and helpful. The location was very close to the city center. Had a great experience."

"It was the worst hotel experience of my life. I checked in, then went to my room to find 2 bugs. I was worried there could be bed bugs. I left. I understand from other reviews that the rooms (sheets and towels) are often dirty. I didn't check mine, since I left the property. Their only effort was to give another room, which I refused, I only wanted to leave. I didn't even spend 1 night there, I lost all of my money, also I lost my whole trip to London, since I couldn't find another available hotel. They do not deserve 4 stars. From a 4 stars hotel I expect AT LEAST clean sheets and towels, a working air conditioning system (which I understand from last summer reviews they failed at), no bugs. I'm speechless. I honestly recommend no one to stay at this place."

"I had to change my plans and offered up the room to my colleagues so it didn't go to waste. NOX wouldn't refund me (which is a really weird customer service policy) so this was the only option. However, they then got in touch to say they wanted to refund me. I was to re-request the cancelation via a booking app I had used, which is not possible. The colleague I had given the room to booked somewhere else as a result. The next morning they took back the offer saying it was only valid on the day prior, which was not part of any communication. They said they would call me after 4pm to see what they can do. No phone call. All the while, every communication was met by pretty rude "computer says no" messages. This review will probably receive one as a reply from the hotel (irony at its best). Anyway, £150 out of pocket due to this pretty poor company. My company will remove NOX from allowable hotels."