The Hatton Apartments

I made a booking through *********** at this place for my nieces and nephew to stay for two days. They were returning from Ireland before flying out of Heathrow and, due to the planned transport strike, it made sense to book something near the airport. I had read through the terms and conditions of the booking and had made the booking under the name of my niece who is 25 years old. After the booking, I received an email from the property that required supply of ID for all persons staying at the property and pre-authorisation of a credit card for a £200 deposit. The requirement of ID prior to arrival is not on the hotel policy, which states that “Guest are required to show a photo identification… upon check-in.” Never have I experience this before! After the the IDs were provided I received a "We are sorry to inform you that you don’t meet our minimum check-in age which is 25 years, as the reservation is on your name we require you to be at least 25 years old to check in. Additionally, it’s not possible to change the name on the reservation. We apologise for any disappointment this may cause. As your reservation is non-refundable, we are unable to waive cancellation fees for this reservation. The minimum check in age alongside other policies and house rules are clearly stated on *********** for all our guests to read before selecting to book and paying, etc", All this was incorrect. I called the hotel and was told that although the named person was 25, the others were not. It is not in their policy that “all people” must be over 25 and I questioned the requirement as they obviously allow families with children to stay. I was told that it didn’t matter and they would not be allowed to stay and I wouldn't get any refund (even though the booking was in line with their policy). The pure rudeness, lack of integrity and honesty of this hotel astounds me. I am so disappointed that *********** continues to supports this place with so many poor reviews. So much for a customer focused industry! STAY AWAY PLEASE.

Min age 25 - under "at a glance" - & small print. NOT under policy where it should be. My over 18 son and 5 friends were left stranded at night. In an unknown area of london, in the rain with nowhere to stay. After calling and being passed around they were told they were not coming in and the phone got cut off - DISGRACEFUL - anything could have happened to them. And if you have a complaint - they dont call you back. AVOID.