4/10 Poor
Kesia
Travelled with family
20 Oct 2024
Disliked: Cleanliness, staff & service, property conditions & facilities
Rarely is there a hotel I would say I would never stay at again, but the Cumberland is an exception.
Walk into the lobby and you're immediately hit with a smoke smell. It felt like I was at a Las Vegas hotel. Ironically, the property says it's "smoke-free". We checked in and went up to our room that had an AWFUL sewage stench. We had to go to the front desk TWICE and push hard for a room change. Reception kept saying there were no more rooms that night that they can put us in. It was so bad that we were debating on just staying at another hotel. Then, a manager came and approved to move us to another room. So they actually did have another room, but didn't tell us the truth initially.
The new room was better but it was a price downgrade from what we originally had booked (old room was gold king room, and new room was a classic twin). Essentially, we paid MORE for our stay than we should've. The room itself wasn't the nicest. It's small. Shower door couldn't close all the way. I would think if a guest had a poor experience, you'd at least upgrade them to something better?
The room key was also made of wood and gave us a splinter.
Reason I didn't give this place a 1 star is because the cleaning staff was nice and accommodating when we asked for more towels, etc.
Needless to say, even though the hotel is located near the tube/subway station and near Oxford/Regent Street (shopping streets), I WILL NOT be coming back here again!!
Kesia
Stayed 6 nights in Oct 2024