Palms Hotel & Retreat By Palette London Romford

Wall are like paper you can hear everything next door

The room was clean but parking should be included in the hotel payments

Good hotel, £10 a night parking. Would stay here again.

The hotel overbooked and did not have a room available for me upon arrival. I was forced to find last-minute alternative accommodation at an exorbitant cost, and the hotel has refused to issue a refund for the room they failed to provide. Disastrous customer service—stay well clear.

Zero stars. The only reason we stayed here is because our friend was hosting a birthday party here. We paid in advance, 3 months before we were due to stay at the hotel. On the day of the party, we went to reception to check in. We were told by the receptionist “sorry we have cancelled your room as we are overbooked”. We complained and were told “sorry we can’t do anything about it as we don’t have any rooms”. By now there were other people from the party also being told the same. We were told they had only cancelled the rooms of those who had not paid in advance. We showed the receptionist the status of our booking on hotels.com which showed we had paid in advance and that the status of our room was not cancelled but they still refused to accept this as evidence. They were still adamant they had no rooms, even though they accepted the overbooking situation was their fault. It was only after we had stood there for more than 30 min pleading with them and telling them they we were not going anywhere until they give us a room, that they eventually gave us a room. The room we had originally booked was supposed to be an executive room, but they gave us a normal room and did not offer to refund us the difference in price. The following morning, we went for breakfast. We were told by the person in the breakfast room that we had not paid for breakfast even though we had. So again, we had to argue until they eventually accepted that we had paid. Disgusting behavior. Worst hotel ever