Thistle Hotels Reviews 57

I'm a travel agent who booked Thistle Marble Arch through 3rd party booking site. Hotel reservations refuses to confirm the reservation to my client. All they want is a simple acknowledgement. Res staff was totally unhelpful, even front desk refused to email a simple welcome letter. My clients don't believe they have a reservation. I will never again book with this hotel.

Very inflexible hotel policy and not customer friendly. I will not be booking with them ever again.

Would not recommend this hotel at all. The shower didn’t work properly so one of us could not shower, although someone did try to come fix it it still would not work. We had a leak from the ceiling leaving a puddle all over the window sill, rang reception, eventually someone came and we were just told ‘not to worry about it and leave it’ they didn’t even clean the puddle up. Then to end the evening, having eventually got through to room service after 45 minutes we ordered food, which is so so expensive, and it arrived bout an hour later - it was awful, it was cold. It was so late by this time I couldn’t be bothered to try ringing again to reorder!! Would not stay again! I have actually asked the hotel for a refund of £37 for the food and explained the faults in the room but had no reply!!!

An utterly substandard hotel, far from four-star level. Black mould in the shower (we requested another room and were shown two others which were equally bad,) a thoroughly dingy breakfast room with dirty chairs, two broken coffee machines throughout our entire stay, and no more than a mediocre breakfast. Our room wasn’t made up properly and the bathroom was not cleaned. The disinterested behaviour of some of the hotel staff clearly indicated they would rather be elsewhere. Overall impression of the Thistle Piccadilly is a shabby hotel, an unwelcoming reception area with ground-floor lifts covered with large cheap pizza stickers. To the Front Office or Cluster Manager who responds to the multitude of complaints from other guests over the past months, don’t bother. The words are seemingly empty promises. If they hadn’t been, I wouldn’t have had to write all this.

We’ve perhaps saved you the bother of performing one of your obviously tedious tasks of responding copy+paste to yet another negative review of this hotel. You’re welcome.

Booked into Thistle Heathrow T5 prior to catching an early flight. No breakfast available before 6am - how does that work at an airport hotel where early departures would be the norm - clearly an opportunist scam! When asked if the breakfast charge could be allocated toward an evening meal instead - the computer says no!! Welcome to Britain!
Why can’t breakfast be charged separately as per the equally good Premier Inn chain with comparable facilities.

We have been trying to get to London since before Covid . Last november we booked a trip and made a 3 day reservation at Thistle Hotel Trafalgar Square. A month before our trip my wife had a heart attack. She is doing better but cannot travel for 90 days as she is wearing a defibulator. We are very disappointed as we have been looking foward to this London trip. After explaining our situation and doctors proof to Thistle they are going refund our total of almost $800. to us. With very expensive 5 day hospital stay and crazy medicine bill it will come in handy. You can bet when we do get there we will be using Thistle as this a professional outfit. We also will be spreading this whenever we can , Thank you Thistle. Class act in my book.

Extremely disappointed with the Marble Arch hotel.
Website states complementary mini bar and snack, this was 2 bottles of water, 2 cans of coke and a packet of popcorn. If you want More water was it come at a cost.
We had to ask for robes, which again should have been in the room.
The tea and coffee was not replaced on the second day and the kettle was broken. The room was less than adequate for the price charged, the bathroom door was rotten at the bottom, the carpet bare in places, glue on the dressing table and the wardrobe doors were noisy.
We were promised a birthday surprise for my daughter that didn’t materialise and house keeping were rude.
I have had better stays at travelodge and premier inn hotels.
I have contacted the hotels with my concerns but have not had any reply We will not be returning

Rude arrogant crooks for staff. I left an item in my room when I left and housekeeping kept it. No way to discuss as they answer the phone about once for every 30 times I try, say they will ask housekeeping and call back then don't. I have been through this cycle 3 times.

If I could give this less than one star I would. First they took my money without booking a room, had to wait over a week to get it back before I could book again. Then when I booked again through a third party I called to check it had worked (because of previous issues) and the man at reception refused to answer me and confirm if I had a booking as I ‘could be anyone calling up’. So I Immediately cancelled that booking.

Worst customer service I've ever experienced. First booking they took my money but said the booking wasn't confirmed, then booked through a nationally trusted third-party booking website and called the hotel to confirm my booking just in case and was met with the rudest man who hung up halfway through the call saying I was trying to scam him. Cancelled our booking and just went with the Premier Inn. I recommend all do the same.

Thistle Hotel Kensington. If I could give zero stars then I would have. Stayed from 5th to 9th January in twin room. The room was freezing as heating not working so they put a small plug in heater in room which we had to leave on all day. We should have been offered another room. But our biggest issue was that money and chocolate were stolen from our room midway through our stay. When we told reception she mumbled an apology and nothing further by way of apology from management. Also the uht milk was way past its use by date and came out in a solid lump. This was my second stay in hotel and there were various issues that time too. I emailed the manager on my return home and received a 30% refund. NOT good enough. We will never return and they’ve also lost the business of the large company I work for which I told manager but this clearly didn’t bother her.

Thistle Express Luton - worst hotel experience I've ever had. Arrived after long flight at 2.30am and checked in. -2 degrees outside and got into room to find window left open and no heating on. Fixed radiator didn't work, instead, small convector heater left in room which I plugged in, thinking it should heat the room - it didn't. Got up to put my clothes back on and sleep fully dressed under duvet, the room simply did not heat up. The whole hotel is freezing, no radiators are on anywhere, nor is the electric front door open - think Thistle saving on their energy costs at customers expense. I didn't even stay for the free breakfast, I complained and ran at 8am - shockingly bad hotel - I feel for the staff having to work here as well as the customers.

Luton Thisle Hotel sucrity guards are harassing men they make you feel like you are prisoners. WHEN IVE PAID FOR THE ROOM THEY HATE DIGS THESE GUYS ARE BULLIES.I WAS STOP AT THE DOIR AND MADE TO FEEL UNWELCOME.THEY HATE DOGS MY DOG IS A SERVICE DOG .DOGS JAVE A HEART TOO THEYCOME FROM GOD.YOU UNGODLY PEOPLE NO MANNERS VERY INTIMATING RASCIST Ibelieve I saw them shouting at to Afraican couples shame on you guys.

We stayed at the Thistle hotel terminal 5 Heathrow airport on the 13/12/22. The start of our exciting holiday to New York. The corridors and our rooms 273 and 274 we freezing cold. We spoke with reception but they were totally unhelpful, The room was tired and needed attention, the bathroom looks unclean. It really is not worth £50 per night never mind a £100. The only good part was the bar was warm and the food was lovely. I totally would not recommend.

Thistle hotel- Hyde park Kensington gardens.

As we entered our room we could see straight away that it wasn’t up to our standards. The room was small, even for a delux room. The king side bed were too single beds pushed together, which isn’t comfortable for a couple trying to lay together.

Continued to look around the room to find that the cabinets had flaked off paint and were just not kept in good condition, the air con wasn’t working on the high setting & and the rail in the bathroom for the hand towel was hanging off. They did offer us another room, which we accepted but all of the cabinets in the room had scratches, there was dust all over the lamp shades and on the bed, the air con did work in this room, but at this point we had decided to look for new accommodation.

For a budget hotel it is okay, but they need to lower their price to reflect on this, as for only another £40 you can stay in a high end hotel.

Safe to say, we weren’t very happy with our room’s so we asked for a refund.
Customer service was pretty good as they did refund our money and said they were sorry.

Poor hospitality and experience. The rooms have no sound proof and experienced the worst amount of outside noise I’ve experienced at a hotel. Receptionist need more training not very helpful. Whilst it is a budget hotel it was not a budget price at £98.00 ! and having an extremely poor experience. Very poor and would not recommend

Absolutely impressed with everything. Booked 1 night stay (only) in early may 2022. The person from the reception was very polite and helped us to retrieve the booking we've made earlier. After that he helped me with the luggage and showed the room. All the question were answered promptly without no hesitation. The room was clean and tidy, literally full of everything you might need during your trip. The reception staff speaks different languages which help the interaction with them. The biggest surprise was the next day, when we asked the reception to keep for a few hours our luggage (as the driver booked for the airport run, was booked for a later time). The reception guy told us that there is not a problem at all to leave all the luggage inside the hotel. He gave us a separate badge for each bag/luggage we have left. All of that for free. The only frustration I have is that I did have some cash to tip them, as they definitely deserve that! Would recommend this hotel to anyone, especially this branch of Thistle Network!

Although the hotel was fine with no problems the customer service is very poor at ThistleT5. The only department to pick up calls are reservations. Desperately tried to speak to reception but no reply for best part of a day for the second time in a fortnight so not a one off! On this basis I would never book with Thistle again.

We stayed at the Thistle at Heathrow for several days because my husband was ill and couldn’t travel. The staff made a difficult situation so much easier! They came to know us, anticipated our needs and genuinely made us feel at home. George and the restaurant staff work tirelessly to provide enjoyable dining experiences. The housekeeping staff attends to every detail. Thank you Thistle!

no customer service. you're waiting in line on the phone and they continually disconnect or you're waiting for crazy time. they say they have a call back option but when you choose it they fail to call back.
lost interest....then saw their terrible reviews on trustpilot