26.01.01
We had a reservation at London Shelton Hotel, Finsbury Park from 25–29 December. We are a family with a young child and checked in after midnight due to a late flight.
The room was freezing cold from the moment we entered. The heating system did not work at all, and the window was broken and would not close, allowing cold air to come in continuously. These conditions are completely unacceptable, especially in winter and especially for a family with a child.
We immediately informed reception and asked to be moved to another room. We were told there was nothing they could do and that the hotel was fully booked. We explained that our child was recovering from a severe illness and was on antibiotics, yet this was completely ignored. As a result, we were forced to sleep wearing our jackets, which is shocking and inhumane for a hotel stay.
The following day, the supervisor confirmed that they could not move us. He apologized and verbally promised a full refund through Agoda, stating that they could not process it directly because the booking was made via the app. Based on this assurance, we left the hotel and booked another one nearby, where we finally had heating and decent conditions.
When we contacted Agoda, they initially had no information about this situation. After providing video evidence, we were informed days later that the hotel was “happy” to refund us £9.11 for three unused nights. This amount is insulting and offensive, and shows a complete lack of respect for guests.
This experience was a total disgrace. Poor maintenance, zero accountability, and unacceptable treatment of a family with a child.
I strongly warn anyone against staying at this hotel, especially in winter. It is not fit for accommodation.
