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Royal national Hotel, London





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THE QUESTION.....
Is Phang Soon Ping right to complain ?
Is this complaint fair?
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What is your verdict ?



Phang Soon Ping

The Complaint

Hi
I wish to warn those travellers who wish to make online hotel booking with British Airways Holidays for staying at Royal National Hotel in London.
Both my wife and I have a very bad experience to have stayed at this hotel during April 27 to 29 this year. We flown to London by Britsih Airways for our holiday and thought that it should be a good deal to be able to stay at Royal National Hotel by making online booking with British Airways Holidays. We paid GBP £79.00 for staying at this hotel.
We were very upset and surprised to find that the room that we stayed deviates so much from the picture posted on British Airways Holidays website . The room size is so small and the bed layout is so weird that the beds are opposite each other i.e. our legs are pointing at each other. It has spoit our holiday on London.
We feel cheated by the following misleading particulars posted on the BA website with regard to Royal National Hotel
1) Hotel Rating Stardard - 3 star.
2) Room Images - With beautiful stardard bed layout and looks very spacious.
3) Room Types - Only stardard room type which can accomodate 4 adults. How the room which I stayed can accommodate 4 adults unless sleeping on the floor.
4) Misleading Notes - PLEASE NOTE. --- ACCOMMODATION AT THE ROYAL NATIONAL CAN ONLY BE PURCHASED IN CONJUNCTION WITH A FLIGHT ---
I am pleased to attach herewith the photograph of the room we stayed and you will be able to see the difference.
I have sent my complaints to the British Airways Holidays and the usual replies are as follows:-
"It is fair to say that the majority of rooms at the Royal National Hotel are very similar and the photograph of a room on our website, is purely an example of room layout and style. I am sure you will appreciate that it is not possible for British Airways Holidays and our hoteliers to provide the exact rooms shown on our website, to our customers when they arrive".
Yours truly,
Phang Soon Ping

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