Royal Eagle Hotel

I had booked to stay in October for one night (2 people/double room). I had excellent communication leading up to my stay, reminding me of the booking and giving me information/instructions, etc. I sent a Whatsapp message on the morning of my visit asking about luggage storage which was dealt with efficiently. We arrived at around 10am, aware that check-in wasn't available until 3pm. We merely wanted to leave our luggage for the day whilst we went off exploring. A young lady met us and dealt with our request speedily and professionally. The problems arose when we returned to the hotel at around 10pm. We ordered a drink from the bar. We couldn't pay for the drink at the bar, nor could we leave the payment until the following morning. We apparently needed to pay straight away at reception. This seemed inefficient but we went with it. When we went to reception there was a very long queue and the bar tender very kindly came to reception and took our payment, saving us the wait. Once again, we were very impressed with the staff. Then the problems began. There were two young men on reception. One was dressed in black shirt and the other in white. We assumed the man in the black shirt was superior as the man in the white shirt kept asking him what to do. We went to our room and found that it clearly had not been cleaned since the previous people left. We took a picture and returned to reception. We showed them the picture and was assured the problem would be sorted straight away. Ilwe were then asked a series of questions about the room such as was there any luggage still there/had we been sent to the wrong room? We were told to sit at reception and wait a moment. The man in the black shirt then came and asked for our room key (we had previously offered this up but was told it was not necessary). He then said he would need to go and check the room? So we sat and waited for him to come back. After waiting for half an hour or more, we demanded they just give us another room and deal with the in-house admin later. We were not interested that house keeping had not been into the room; not our problem, but we were being made to feel that it was our fault/that they thought we were lying somehow? We were then sent to the loft space. The most terrible room we have ever stayed in. Not only was it small, it was made to feel worse by putting an over-sized bed inside. There were no windows, only sky-lights with no method of opening for fresh air. The television was not tuned. The kettle socket was not working so another had been brought in. There was quite a ‘Heath-Robinson' approach to the electricity supply/fitting. It was impossible to go to the toilet without hugging the sink. Thank God the fan was working as it was far too hot and no natural air inside. We messaged the hotel Whatsapp page to say how unhappy we were. Despite it having been very responsive/efficient previously, no response was received until they were chased. It is difficult to believe that the service can go completely from one end of the scale to the other in a matter of 12 hours?

!! PLEASE AVOID !! ROYAL EAGLE HOTEL does NOT worth your money and mental health despite location. First of, I checked in to the hotel and they gave me a room and mentioned that they have upgraded the room to a bigger one (from a twin room). I was curious at that time but thought that they have good will so I didn't say anything. My room was in the 4th floor, 419, I tried to find the room but there was no label guided to the room it was finished at 418 so I choose to go that way because it was the closed to my room number. Then I saw the label to my room in regular paper pointing the way to the room. I have to climbed up almost 20 steps to get to my room. The stairs were really narrow and I have to carry a 24 kg suitcase climb up the stair with me. The reception has not mention anything about the stairs. I was okay to go up the stairs to my room until I entered, the room was burning hot. (By the way it was a room on the roof floor and the ceiling is very low, I did not book for this room) So, I went down to the reception and told the staff that the room is really hot. The staff only told me to turn the heater off which by the way I don't even know why they turned it on in the first place. I then go up to my room again and turned off the heater and open all windows and turning on 'mini' fans but it was still quite hot in the room. The windows can only opened less than 10cm. I went down to the reception AGAIN saying it was to hot to sleep. Reception said that he has another room but it's a double bed. He shown it to me but the room is really small. The picture was taken from in front of the room as I opened the door. I didn't book with the hotel to get this type of room. I'm not okay. It was a basement room with no window. I told the staff is there any alternative room. I only want the twin room that I booked for, but the hotel said they don't have any available and deny to provide us any sister hotel. They only said that these are all they got. I was really tired from my flight and it was around 1 am already. I don't feel like dealing with any of this stuff. I should be resting in bed with the room type that I booked for. I talked to them again and mention that the room is really out, I have talked with them for more than 20 mins and told them to go see the room and feel how hot it was. The reception went up to the room with me and confirmed that it was still hot despite 20mins have passed. I then asked the staff that if I don't want to stay in the hotel anymore, will I be receiving refunds and they said yes but I need to contact through trip.com and they will confirm the cancellation. However, one of the staff was really mean with a bad attitude. He even mention that I can SLEEP ON THE STREET when I said that we do not want to stay in the hotel anymore. Moreover, it is my name who want the refund. I didn't said anything mean to the reception. I told them that I am not okay with the room. I felt really disappointed and furious with how the reception expressed. I request refund through trip.com and moved to other hotel. However, my request got denied 2 hours later, despite the reception mentioning that I would get my refund back. I contact trip.com in the morning and told them in details of what happened and I also called the hotel to ask for the reason why they cancel my request, and the hotel said that it was nonrefundable. They've took back their words. As a customer, I felt betrayed. The hotel doesn't care about customers at all. This hotel DOES NOT WORTH any pennies. PLEASE AVOID. As travelers who just want to enjoy their vacation in London, I would say to spend your money elsewhere. Don't spend both of your money and mental health here. It's too sick. I haven't received even a penny back from this hotel. They've charged me for a £50 deposit, still wait if I would get it back since they didn't reversed my card right away when I told them I'll leaving. PLEASE BE AWARE!!

Small room than normal Box room and they call double room.  Big gap underneath door that people can hear our talk and we can hear people in hallway  very noisy . Not clean at all.  One of my worst experiences. We plan to had relax evening but we had to leave 8am in morning as we could not take it any longer . Uncomfortable mattress.

The corridor to the rooms is very narrow, only 1 people can walk. The room is old, some furnitures and window were broken already. The location and food is good.

A basic easy to find hotel. Basic facilities but everything worked in good order. Staff extremely helpful.

Location perfect, service good, need to preauthorise a £50 surcharge when you check in incase they need to charge you for damages, but you don’t get that back until up to 14 days after you check out which is annoying - could be handled a different way. Bed is the worst part of the place, it’s as hard as a rock, I wouldn’t come back for that reason. Aside that, value is okay.