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“Customer Service has much room for improvement”

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Victory House London Leicester Square MGallery by Sofitel
Ranked #713 of 1,077 Hotels in London
Reviewed 5 September 2017 via mobile

I booked the Victory House months prior to my stay, about half a month after the hotel was scheduled for its grand opening. 1 week prior to my stay, I received notification that the hotel would not be opening on time and that they rebooked me into a different hotel. The late notice ensured that my previous alternative hotel options were no longer available or were higher in price, thus having to accept their choice of replacement or scramble to start our hotel search over again.

My husband and I are premiere status members of SPG/Marriott/HYatt and Hilton. We are frequent travelers for work and business and have had many experiences with what CAN be done when a hotel screws up. If a hotel is overbooked, they usually rebook you at a significantly upgraded hotel at their cost, or a comparable or less hotel, and refund you some part of your cost as compensation.

The team at Victory House did not manage this. I'm giving them 3 stars instead of 1 because they did rebook us into a reasonably nice hotel that was under renovation. They positioned it to us as if they secured us a great deal, when in truth the hotel rate was comparable and available to the general public. They said they paid for a room upgrade/breakfast/wifi (funny, bc wifi was free at the new hotel) after I suggested they handle something- and even then all these benefits are already available to Hilton gold members.

So, I did not get a chance to stay at the Victory House but I was able to experience their customer service. In this case, I think they did the bare minimum of what they had to do, so they get an avg feedback of 3*.

It also guarantees that we will not stay at, or recommend any Accor hotels in London for future stays.

I hope they make better efforts for their guests in the future.

Stayed: September 2017, travelled with friends
11  Thank SimplicitLy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
arbiterofhotels, Director of Sales at Victory House London Leicester Square MGallery by Sofitel, responded to this reviewResponded 25 September 2017

Dear SimplicitLy.

Many thanks for your message. Firstly I appreciate that you felt that the hotel you were booked to was on good standard for your trip.

Overall, we all wish that this situation had been in our control and we had opened as planned. We would like to state that we were only informed of the building issues one week before your trip so it would not have been possible for us to inform your earlier. As hoteliers we do not wish to disappoint our guests especially not before they have even had the opportunity to stay with us but with a project of this complexity there are always possible slips and delays. For this we can only sincerely apologise.

We hope that we will have the opportunity to host you in the future.

Best,
Natasha Lawrence

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a ReviewReviews (30)
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27 - 30 of 30 reviews

Reviewed 3 days ago via mobile
Google Translation

Stayed: December 2017, travelled as a couple
Thank Roberto G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 days ago via mobile
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Stayed: December 2017, travelled with family
Thank Mathildemc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 September 2017
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Room Tip: Ne réservez pas dans cet hôtel
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Stayed: September 2017, travelled as a couple
7  Thank Madette2604
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Victory House London Leicester Square MGallery by Sofitel

Address: 14 Leicester Place, London WC2H 7BZ, England (Formerly Victory House)
Phone Number:
Region: United Kingdom > England > London > Soho , Leicester Square / Shaftesbury Avenue
Amenities:
Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service
Hotel Style:
Ranked #713 of 1,077 Hotels in London
Price Range: RM836 - RM1,770 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Victory House London Leicester Square MGallery by Sofitel 4*
Number of rooms: 86
Official Description (provided by the hotel):
Opened 9th November 2017, Victory House is situated in the vibrant heart of London’s Leicester Square, the property remains a heritage icon in the midst of its ever-evolving location. Connecting guests with London’s most renowned districts, Soho, Covent Garden and St James are within walking distance, allowing guests to experience world famous theatre, cinema and shopping. Victory House offers a haven where guests can unwind and relax. ... more   less 
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