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.
- 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
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Agoda, ACCOR and Booking.com so you can book your Victory House London Leicester Square MGallery by Sofitel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.