Four Points Express by Sheraton London Euston

I am satisfied with the location and the modern environment of the hotel itself (not the unreasonable tiny space of a standard double room - a pot 8sqm double room), but this is the worst hotel experience my family and I have ever had. My mother is an old lady who is almost 70 years old. She fell down at the hotel entrance on the day we checked in. We noticed that the ground at the hotel entrance was designed with a ramp to facilitate access for disabled people who need to use wheelchairs, but there was a small gap and height difference between the entrance and the ramp, which caused my mother to fall very badly. We booked the pot 8sqm double room for 4 nights in this hotel, the space was really incredibly small. The only thing I could thought of was to ask the hotel whether they could upgrade us to a slightly larger room to accommodate an injured elderly person, and the hotel catered our needs. The Front Office and Operations Manager Rax explained that due to the design of the hotel, the small rooms are on the floors above the ground, whilst the large rooms are in the basement of the hotel, so the only room we can move to is located in the basement of the hote, and we could only be able to move on the second day of our stayl. Although this statement is not very reasonable, the situation in the basement is acceptable. The second unpleasant and terrifying experience was that I was taking a shower in the bathroom in the room while my mother was having coffee in the hotel lobby at night, and there was no one else in the room except me. While I was showering, the lights in the bathroom suddenly went out completely, while the water was still running normally. This was definitely the most horrible hotel experience ever. I was so flustered, trying so hard to find the water faucet in the dark and turn it off. Once I opened the glass door of the shower room, the lights came back on. I hurriedly finished my shower and went to the hotel front desk, I saw Rax and reported this issue to him. From his reaction to me when he knew about this, I didn't feel that he had any empathy or sympathy for the terrible thing I had gone through. He explained that the hotel had a new motion sensor that would cause the lights in the room to turn off if there was no movement in the room. He even argued with me that it wasn't a big deal that the light went out during the shower. I suggested that he could explain this new feature of their hotel to guests when they check in, so that if guests encounter a similar situation, at least they will feel less panicked. He told me that even if he knew it in advance, he would not feel better. I was really amazed by the responses as a Front Office and Operations Manager. On the third day of our stay, when I was putting on makeup in the room and getting ready to go out, the alarm suddenly sounded. When we were trying to calm down from the unpleasant experiences we had encountered in just two days, suddenly these things that made us irritable and uneasy happened again, which really drive us crazy. I then met the Front Office Supervisor Asher at the lobby, he tried to understand our experiences patiently, and gave apologies on behalf of the hotel. He offered us free breakfast on the forth day morning which we did not ask for. Asher also talked to me sincerely, and that he would talk to the General Manager of the hotel about our case, and let the GM to have a talk with us too. I think this is the kind of attitude and crisis handling method a hotel employee should have. Finally I want to say that although my family and I have been a member of the Marriott group for many years, we will no longer stay in any of their hotels and any type of accommodation.

一進門口就是床，隔音太差難怪房間甚麼都沒有卻給了耳塞。雖很近地鐵站，但沒從euston這個站撘過，都是巴士，不然就10多分鐘路的st pancras/russell square，旅遊的話建議訂大一點的房間，要不然行李都開不了。員工有禮貌服務態度很好。

離euston、king cross和st.pancreas等車站很近，挺好

Fantastic stay at a fabulous hotel. Excellent location with rooms decorated to a high standard with a comfortable bed. The pod rooms are cosy and snug, ideal for a short stay with light luggage. The hotel is very accommodating and had a warm welcome at reception by Pooja. Would highly recommend.

空間小、床太大、放大喼開唔到，行路轉身只能一人，單行旅客還可以，酒店沒有水煲需自備，要到地下取水喝，地點超近火車站，住一晚可以，職員很好，早餐好平宜唔錯，建議酒店吃，由於假期，價錢較貴，由於拎住重行李，所以選擇這間，感謝職員俾一間較闊房間給我，亦見好多人選購這間酒店

Hotel staff is helpful and nice. Room is clean but the basin in the bathroom is really small so it’s kinda hard to wash my face without water splashing out. Except this everything is fine .