I rarely leave reviews but feel compelled to warn others about Park Grand Hyde Park. We booked a room with two double beds for our family of four, but on arrival were given only three beds. Reception was unhelpful, claiming no other rooms were available. After much chasing, we were finally offered an extra bed, which took ages to arrive—by then our children were already asleep together. The first mattress brought was wet and had to be replaced, with staff clearly unhappy about it. The manager twice promised a 20% refund for our trouble.
On checkout, we were told the refund would be processed via hotels.com, but after returning home and contacting them, we were refused because we didn’t have the staff member’s name. Both the hotel and hotels.com have since refused to honor the refund, and the hotel has been impossible to contact.
The hotel itself is tired and in poor repair—ripped wallpaper, a wardrobe door just propped against the frame which is a complete hazard in a family room, and I even discovered mouldy mattresses under the sheets in our room which I unfortunately only discovered on our last day. The mezzanine floor was uneven and unsafe. I am extremely disappointed in hotels.com for not helping us and for advertising this as a four-star hotel when it is clearly not. Do not book this hotel. We paid a lot of money to stay here and could not have been more disappointed in our stay.