Royal Eagle Hotel

!! 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!!

I am happy with the hotel. Very near many trains and buses. Many food area around the hotel too. Room is decent, and meets all my needs. Staff were friendly and helpful. The hotel looks new is pretty clean. I would stay here again. Highly Recommended

The bed is very small, right on top of the child, the walls are all dirty, there is a hole in the door from a blow out