The New Osterley Hotel

Location Staff were friendly

Heating on all night with no way of turning off Curtains didn¿t fit windows

Nothing course didn't go

A refund

Leaving

It was digusting

I check out the next morning

Lift not working no WiFi no tv signal

Nothing!

Absolutely disgraceful service. We woke up on the morning of our stay to a message saying they couldn’t honour our booking. So not only did they cancel last minute, they left us scrambling for somewhere to stay with zero proper notice.They told us to cancel via Booking.com and promised they’d process a refund. Spoiler alert: they didn’t. No refund. No answers. No returned calls. Messages ignored. Completely unprofessional and utterly unreliable.If it wasn’t for Booking.com stepping in and sorting the refund, we’d still be waiting. I understand that mistakes happen, but failing to honour a booking, then withholding a refund and ignoring your customers? That’s inexcusable.Avoid at all costs.

Coukdnt get in note on door he was ill and had to book on elsewhere I have not been refunded

Ignorance

The manager was brilliant . The staff were good aswell .

The fire alarm going off at 3 am in the morning

AWFUL! AVOID

EVERYTHING. The place stank of cigarette smoke, our corridor smelt like marijuana and cigarettes then opened room door and smelt like cigarettes too. The fire alarm went off for a significant period at 3am. The people next door were banging on their own door shouting to each other at 8am. All clothes and everything taken needed to be washed to rid the smell of smoke. Absolutely horrible

Going home

Everything dirty noises place kids running about to 4 am

WHEN I LEFT ON THE SUNDAY MORNING

HOT WATER TO SHOWER IN THE MORNING,FILTHY BED,NOT ENOUGH TIME TO WRITE ABOUT IT

Friendly people gd location

Not worth the money at all was scruffy dirty unclean no hot water curtains were dirty windows were disgusting plus £10 parking charge per night on top of £70 per night for a two night stay would never go bk again

Staff very friendly.

Quilt cover had marks on it, although smelt fresh. Shower did not have any hot water, so had to use a different room up another flight of stairs, which then leaked through the floor into the bar area. Floors very creaky above us, noise loud till 2 in the morning from the piano being played by children in the bar area. Whole place very outdated and old fashioned, although we were told that they are having a refurbishment.

Nothing like advertised I want...

Everything nothing like advertised filthy stank didn’t stay here went to a different hotel I want a refund

Good location.

Everything. Staff were rude, rooms were cold full of damp and ceiling cracking and holes, no hot water had to use kettle water in sink so could not use the shower, no carpet in our room just floorboards it stunk all throughout hotel, even though checked in after 3pm we still had to wait because our room was not cleaned already. Will not stay there again and not worth the money one bit. Appauling

The hotel should never be advised on booking .com it's not fit for anyone your door to room looks like it's been broken into a number of time damp discusting couldn't stay there iv got cancer and it was nowhere near the standards that I could of stayed in

Everything

Staff were excellent, went out their way for you, brilliant location for all attractions, will definitely be back

The wind and rain haha

Will never go back there didn’t stay the picture S are nothink like it is it’s smells mouldy round windows bathroom was dirty ended up with flea bites was only there 15 mins booking for a new hotel to stay in wouldn’t request anyone to go there

Smelt mouldy windows flea bites dirty bathroom al over dirty hotel

Disappointing

There was no curtains in room but location good for price

Nothing was filthy

It was filthy holes in wall and door bath room door hanging off no mirror in the room carpet was filthy We had to ask for a change of room was given another room was filthy but at least bathroom door shut

Comfy bed, good location, friendly staff & good sized room.

No hot water in room & room a bit dated with broken wardrobe! Addressed this with the owner & he said boiler was getting fixed & he was closing hotel soon for refurb. I will definitely stay here again as it was fine other than this & it’s clearly being addressed