Very poor conditions and customer service

Avoid!! This hotel SHOULD NOT have the seal of approval for sanitisation and cleanliness.

Pros: Great parking and was close to the motorway. Reception staff were friendly but they are let down by the cleanliness of the room.

Cons: We arrived at the hotel and there were a lot of people hanging around the lobby and a distinct smell of weed. Check in was okay and the staff were friendly and accommodating. The first room they put us in was dusty, tape around the light fixtures where they painted, paint on the light switches, lime scale on the shower head and show unit, tooth paste on the sink and the window didn't close properly and the to top it off we were placed right about the bar which had pounding music and the staff claimed it was nothing to do with the hotel even though the signage was all over it.. . Asked to change room preferably no where near the bar and they said they didn't have any other rooms and showed us the room next door which was just as dirty which we refused and then miraculously they had one down the corridor which was slightly better and wasn't above the bar. The bed and pillows were uncomfortable and the shower was just as bad. Would not be returning. This hotel should not get the seal of approval for cleanliness and sanitisation and that made me not want to try their food either.

Good

Pros: Great location, staff are friendly and its a nice atmosphere in the lobby even with these troubling times, the restaurant downstairs looks really nice.

Cons: Bed sheets werent clean when we got there and the rooms smelled of plaster and paint, although the second half wasnt detrimental to the stay, the first was a bit of a let down.

Like something from a horror movie

Pros: Nothing. It was appalling. I have given 2 because we were provided with two single beds, two towels and a kettle. That was it.

Cons: Absolutely no facilities whatsoever. Everything closed. No trained staff on duty. They could not even give us a plastic cup each to have a cold drink in our room. We were forced to walk to a petrol station for snacks and cold drinks. There was a scruffy unkempt lad hanging around behind reception but nothing to indicate if he was staff. He checked us in, handing over the key but giving us no welcome or information. Communal areas and windows were filthy. There was a hole in the roof in the reception area with water leaking (apparently from the electricals!) into a bucket and nobody dealing with it. There were a number of unsavoury characters hanging around reception and on the front steps. We were the only single ladies staying and we did not feel safe. There was no security. The shower in our bathroom was leaking and half the sliding shower door was missing. The sheets and towels were clean and the kettle worked so I gave 2 out of 10 which is more than it deserves. We left at 6am next morning and reception was deserted. This hotel is clearly being used to accommodate the homeless during Covid. Guests should be made aware when booking that all facilities are closed and room rates should reflect that. It is worth 10 per night at best. Booking. Com, you should remove this hotel from your site! It is DIRTY and DANGEROUS!

Awful

Pros: Nothing at all. Awful experience, rooms smelt of smoke, lack of social distancing and the water was brown.

Cons: Facilities was poor, full of refugees that dont know what social distancing is and they was all playing football in the car park giving no noticed to the parked cars

Good

Very good

Poor

They took more money out my bank today I meant to I have rang up three times and they have still not give me my money ba

Pros: Not The fact they tried to rob me

Cons: The fact that they rob me

Below average.

Pros: Nothing. However, staff were polite enough though

Cons: It felt dirty. Only 1 set of towels in a double room. We had been in the room 30 mins and the receptionist knocked on the door and then took it upon himself to open the door before I got to the door to open it or I had chance to respond verbally. I was just about to take a shower and would have been totally naked 1 minute later. How embarrassing. Also lots of migrants being housed at the hotel which was not displayed on the website & the covid measures were very lax. With being key workers this was a big concern

Bad

Pros: Nothing. I will never use again.

Cons: There was no hot water so had to shower with cold water. Air conditioning was not working. I asksd the staff why and they said they have turned it on from downstairs. Still it did not work. Made the room so uncomfortably hot. At the Restaurant, there was no one to serve you. They were in the kitchen talking. I got their attention and they said to be patient. I was ignored. And had to order food from outside. Bedsheets had stains on them. The towels too. Furniture was stained and looked bad.

Great Hotel vet central to Luton

Pros: Spacious and good parking

Good

Good

Rip off charges

Pros: Hotel ok apart from that. Check prices before you book.

Cons: Was told I had to pay an extra 10 as the Booking.com price was out of date as was their own web site. Feels like I've been ripped off and will look to get the money back.

Poor

Pros: The lovely helpful barman who was the only friendly face insaw who was able to explain to the strangers that I was a keyworker and normally a regular customer

Cons: Last night I was shocked - I stay at the Chiltern regularly and have done weekly for a year because it is close to my work. I haven't stayed for a month as the prices have doubled and trebled at times so commute home normally. I am a keyworker and manage a large nursing home - I booked on booking.com for just over 45.00 for a room and had paid already. When I arrived at the property I was questioned by a new set of staff who said that as I was not a keyworker they would charge me another ten pounds for my stay on top of what I had paid. I managed to prove I was a keyworker but stated that under no circumstances would I pay more anyway - they told me that due to covid their rooms were in high demand. I sat in the hotel as I normally do watching people in the bar area huddled together drinking and quite loud and was told by a member of staff that they were homeless but that the hotel was being paid well for keeping them there during the outbreak. While I appreciate people need somewhere to stay, I did not appreciate the unfriendly welcome from the staff and the inflated prices, and their 'extra' on top of what I had paid to booking.com - shame on you Chiltern Hotel - your premises are shabby, your normal staff are wonderful - however I would not recommend this hotel to anyone ....... A normally regular, and very disgruntled customer Belinda

Perfect

Very good

Very good

Very good