Aparthotel Adagio London Brentford

Our stay was from Wednesday 8th April to Saturday 11th April and was for two adults and an infant (10 months old). Overall the stay was a terrible experience and I would advise anyone considering this hotel to stay clear and find something else. When checking in, a £100 damage deposit was taken and we were handed keys to room We found a number of issues in this room: - The sofa bed was filthy and stained. When folding the mattress away, there was an empty fizzy drink bottle and pair of dirty socks underneath. - The rug and other areas of the room appeared to be unclean. - The travel cot provided was filthy and clearly had not been cleaned. - The kitchen lacked fairly basic equipment e.g. no utensil spoon to cook with, only one fork, no baking trays etc, despite being advertised as “fully equipped”. - The highchair provided from the breakfast room was not cleaned and had not even been wiped over. These issues were reported to reception which was manned by Vishal and another at the time. As a resolution, they offered for us to move rooms and we moved to room 807. They allowed me a quick inspection of this room prior to agreeing to move but at this point the situation had become rather stressed and I was wearing rose-tinted glasses as I did not spot issues with this room until we moved in and had the opportunity for closer inspection. I also asked reception if they could release the £100 deposit hold on my card in consideration of the issues with the first room as it seemed ironic for them to hold onto this when they provided us with a filthy room. This was met with resistance by the reception staff who were initially unwilling to entertain this however, after standing my ground the staff agreed to do this albeit, rather reluctantly. Upon closer inspection of room 807, the following issues were discovered: - Disgusting marks all over the wall by the dishwasher. - Grubbiness on the top of skirting boards which had not been wiped or hoovered. - Large dark scrape marks over the walls near the dining table. I appreciate this may be wear and tear but it does not paint a very good picture for a supposedly 4 star establishment. - Strange looking marks in the shower. - Mould around the edge of the ceiling above the shower cubicle. - Drip marks under the TV. - Filthy and stained upholstered chair and sofa. - Cot was not clean (this was the second one provided). Unfortunately, I did not feel it was appropriate to raise these with reception as I had already had a fiasco over the £100 deposit hold and I fear their only resolution would have been to move to a third room, likely with similar issues. Instead, we tried to spend as little time in the room as possible. A couple of separate issues which arose during our stay: - When walking down to the car one morning, we noticed housekeeping trollies in the hotel basement corridor. We walked out of the door into the car park, around the corner and found a few members of staff (who I assume were the housekeeping team given the trollies in the hotel corridor) loitering and smoking in the car park next to a no smoking sign. There was also a strong smell of cannabis which one (or more) of them were smoking. No wonder there are issues with cleanliness of rooms if housekeeping are intoxicated! - When calling an elevator to go downstairs, one of hotel staff exited the elevator and completely cut across my partner and my daughter who was in a push chair and about to enter the elevator. There was no customer first mentality nor apology for this rude encounter. Given the above, I was incredibly disappointed by our stay in this hotel and would go as far as to say that it spoiled our trip away as it made us feel like we wanted to spend as little time in the room as possible. The lack of cleanliness and other issues were unacceptable.

This is now my second stay at Adagio Brentford and already cannot wait to return. Check in was seamless and extremely warm and welcoming. The rooms were spotlessly clean and the breakfast had an amazing array of choice; Jason, who had assisted with breakfast in my previous stay, again went above and beyond to ensure that me and my family were catered for; truly one of my favourite London hotel breakfasts. I shall be returning soon!

Staff ability to resolve issue is '0'. A smile, an apology and inability to solve a problem wouldnt make your hotel a 4 star. Given the fact that i travel 4 to 7 times a year, and staying in various 4 and 5 starred hotel, i would give Adagio Brentford a 2 star (at the most). And your staff has implied that aparthotel is this level of service. One example is to leave a guest (me) to stay 2 nights (out of 6 nights) with a malfunction toilet that cannot be flushed properly - how unhygienic. All i get is an apology which does not translate to how much a guest suffered. Another example is - when i asked if a late check out can be extended. I need to wait till the day and time i check out, which is 11am, then i can get an answer on whether a late check out is possible. This is an outright poor service. Thus, a guest needs to pack up their luggage, wait at the recept at 11am patient to see if a late check out can be extended. If cannot, then get out. If can extend, i have to move back to the room and unpack. When i feedback that this is the first of its kind i have heard being travelled to many place in the world. The staff asked if i have stayed in an apartment hotel before. This leads me to conclude; this is the kind of treatment and service i get in Adagio. To answer Adagio, i am now staying in another apartment hotel and it is fantastic. None like yours

The apartments are spacious and clean. The staff are friendly and there’s parking spaces for a fee. The only issue I have with booking here is that I wasn’t notified prior to booking that my deposit of £100 would not be refunded straight after check out. It’s been well over a week and my deposit has still not gone back into my account. I just get told it left our end and can take 2 weeks!! Also wanted early check in to decorate room for a birthday celebration was told I could only ring on the day to confirm extra payment for early check in, waited until 2pm to be told no I couldn’t check in early same with late check out was told I would have to ring on the morning of check out - they are my only faults with booking here.

Reception staff Ms. Marcilia(I hope I spelled it right) was very professional, very respectful, checked me in with my family in no time and assigned me a very nice room with glass house/room, very quiet, and offered to help with the parking after instructing me to shift the car to right lot. The studio was very clean and equipped kitchen, thanks to Ms. Manisha, bed sheets, duvets, towels, utensils 10 stars. Please continue the same service will spread the message about your excellent service. Thanks