Aparthotel Adagio London Sutton Point 4 stars

During my stay, I extended my reservation directly through reception, and the extension was confirmed by the hotel. At the time of extending the booking, I made the partial payment requested by the hotel, with the remaining balance forming part of the agreed payment arrangement for the extended stay. On the day the extended stay began, while I was at work, my partner attempted to enter the room using the hotel key card. The key card did not work, and when my partner approached the reception team for assistance, they were informed that access to the room would not be restored until the remaining balance had been paid. My partner was an authorised guest on the booking, and the extension had already been confirmed by the hotel. I fully understand and respect that the hotel has the right to ensure payment is made for the accommodation provided, and I am not disputing the requirement to settle the outstanding balance. However, I am disappointed with the way this situation was handled. Given that the extension had been agreed, the required partial payment had already been made, and I was simply unavailable at that moment because I was at work, I believe the hotel could have exercised greater discretion and provided a more reasonable solution. Refusing my partner access to the room until payment was completed caused unnecessary inconvenience and distress. A more customer-focused approach, such as allowing access while giving me the opportunity to complete the payment later that day, would have been a more appropriate way to handle the situation.

I am still waiting for news on my nightie. It was taken away when the bed was changed. Reception said they would check with housekeeping and let me know. I haven’t heard anything further. This is a £55 White Company nightie and I’m disappointed to lose it and more disappointed that I haven’t heard from you on this. We are currently booked in for next year and will look forward to our stay but I would appreciate your feedback on this. Thank you.

We stayed at Adagio Aparthotel Sutton for seven nights in a one-bedroom apartment, and unfortunately it was one of the worst hotel experiences we’ve had. This property is advertised as a four-star aparthotel, but in our opinion it feels much closer to a budget one-star property. When we arrived, our first room had an overwhelming unpleasant smell. To the hotel’s credit, they moved us to another room, but it was also dirty and, after a long journey, we simply didn’t have the energy to keep complaining. The cleanliness throughout the apartment was unacceptable. The floors were filthy, and when I wiped them myself, the wipes turned completely black. The carpets were full of hair, crumbs and debris left by previous guests, making it clear they had not been properly vacuumed. One of the biggest disappointments was the housekeeping policy. There is no room cleaning during your stay unless you stay for eight nights or more. During a seven-night stay there was no cleaning, no fresh towels and no bed linen change. By the end of the week everything felt dirty and unpleasant. The bedding itself was poor quality. The pillows were uncomfortable, the mattress was uncomfortable, and the bed linen felt cheap and worn. Sleeping well was difficult. The hotel promotes its environmental policy by not replenishing tea and coffee supplies, but then offers to sell a replacement tray for £3 containing items you may not even use, such as sugar. That doesn’t feel environmentally friendly-it simply feels like an extra charge. The air conditioning was another major issue. In our one-bedroom apartment, the unit was only in the living room and was ineffective. Even with the thermostat set to 16°C, the bedroom never cooled below approximately 25°C, making the apartment hot and uncomfortable throughout our stay. Parking costs an additional £15 per day, which feels excessive considering the room rates. The only real positive is the excellent location, just a short walk from Sutton railway station. Overall, this hotel falls well below the standard expected of a four-star property. Poor cleanliness, uncomfortable beds, ineffective air conditioning, limited housekeeping and expensive parking made for a very disappointing stay. I would not choose to stay here again.