Nice facilities but A/C not working & poor service
I stayed at the Conrad St James London for four nights in July 2016. The hotel facilities were nice, modern and in good condition. However, I soon realized there was no working thermostat and A/C in my room and the room was warm in peak London summer. I immediately complained and they told me their A/C for part of the hotel was not working but it would be fixed soon. However, it was not fixed for my entire 4-day stay resulting in sweaty, sleepless nights! When I requested them to move me to a different room, I was told none was available. Only on the 3rd day of my 4-day stay, I was moved to a different room with a working A/C. However, I was moved in my absence while I was away and two of my items were misplaced during the move. Upon my return to the room, I noticed this immediately and reported the missing items. Despite multiple reminders, they were never recovered or returned to me. Finally, at my request, I was granted a complimentary late checkout until 2:45pm. When I checked out at that time, they told me they were going to charge me GBP 300 for the delay, which was (i) incorrect because they had given me a complimentary late checkout, and (ii) a lot more than I had paid for each of my nights! This was unfair and unreasonable and when I questioned it, the staff was showed lack of courtesy and professionalism. So, overall, a very disappointing experience. The staff was clearly under stress as the hotel was close to capacity but that does not justify their poor service.