6/10 Aceptable
Christine
9 jul. 2025
Le gustó: Limpieza, estado de la propiedad e instalaciones
The Grand Concerto Hotel (formerly Castleton Hotel per my credit card) has improved from what looked like a nightmare online. Great location near Paddington Station - perfect for travel and good value for the price. It looks really nice inside too - but the rooms are small so keep that in mind.
The customer service, however, was seriously lacking. When I needed laundry info, staff said they don't offer it and claimed not to know any nearby places (Central Wash and Lilas are walking distance per Google).
Worse was at 3 AM departure when my phone internet wasn't working (there was no trains running at this time, no taxis outside either) - not their fault, but I asked for a taxi number. They refused to help, saying "they don't do this." A staff member was watching videos on a laptop but wouldn't look up a taxi company. Most hotels would at least give you a phone number or call one for you.
Had to walk to Paddington at 3 AM where security actually helped me. Nearly missed my flight. And again it is not their problem, but as a traveler this was something I never experienced at any accommodation.
Staff handled basic requests like toilet paper fine but showed zero problem-solving skills for actual travel needs. The buffet was okay too, but there is also a good place called Mimo's across the street.
Bottom line: Excellent location and price, but don't expect help beyond the absolute basics. Have backup plans ready and if you encounter a problem, try and solve it on your own.
Christine
Se hospedó 3 noches en julio de 2025