Great location but don’t expect flexibility!
One of the reasons we chose the Claremont Hotel in Charing Cross for our stay in London was its reputation for guest care, along with its excellent location near Trafalgar Square. Unfortunately, our experience did not reflect the level of service we expected.
Our flight was delayed, and we would not be arriving until the following day, which meant we would miss the first night of our stay. I contacted Claremont Hotels’ reservation desk to explain the situation and asked if the first night’s charge could be applied toward an additional night at the end of our stay, since our return date had shifted due to the airline’s delay. The response we received felt like a rehearsed script: “Please note that unfortunately we do not provide credit notes, and we cannot transfer funds from one booking to another.” While I understand policies, the reply showed no flexibility or empathy for circumstances that were completely beyond our control.
The Claremont’s location is excellent, but the lack of guest care overshadows it. If comfort, reliability, and attentive service matter to you, I would strongly recommend reading the negative reviews too, before booking. Based on our experience, this hotel does not prioritize the guest experience, and that is unfortunate for the amount of money that a guest pays per night.
