Fraser Place Canary Wharf

“Front desk issues”

Clean apartments, rooms amenities all working fine. When I checked out in the morning 7am the staff did not know how to handle a refund for the two extra nights I paid for. (I have already made an early cancellation for those two nights a week earlier) The staff said he had to wait for the man... more

Clean apartments, rooms amenities all working fine. When I checked out in the morning 7am the staff did not know how to handle a refund for the two extra nights I paid for. (I have already made an early cancellation for those two nights a week earlier) The staff said he had to wait for the manager to come back at 9am and do the refund as well as send me the final receipt through email. However, it has been 5 days and I haven't received the email and the refund. A little bit disappointing as this was not handled promptly, a query sent to them two days ago was also not being addressed therefore I have to put it here.

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“A DIFFICULT START, BUT A GOOD FINISH!”

This is an updated review as of March 2024 - as for some mad reason, TripAdvisor won’t allow me to simply edit my original review. Please read all of this if you’re looking to stay here. To begin with our welcome at the venue was accommodating, the staff, check-in, the check-out, and the booking... more

This is an updated review as of March 2024 - as for some mad reason, TripAdvisor won’t allow me to simply edit my original review. Please read all of this if you’re looking to stay here. To begin with our welcome at the venue was accommodating, the staff, check-in, the check-out, and the booking experience were all pretty good, so thanks for this. We noticed that our booking included a bottle of some kind of fizz, but this was a minor issue for us, and we thought we’d just pick up on this when we retuned to the Suites. This never happened, as the following will explain… Unfortunately, the positivity of the welcome started to go downhill from then on, as we were located on the 4th floor, but was informed that there was no lift, so luggage had to be taken upstairs, and whilst this is not a great start, it was acceptable and was understood, these things happen! However, we should have been more cautious about the venue when we got to our room to leave our bags for the day, as we could smell a strong smell of drugs being smoked in one or more of the rooms. We dismissed this as a one-off moment, and carried on with our day, as we were to be elsewhere at a particular time. We duly reported the drug smoking to reception upon leaving, unsure of what can or could be done about this, but relied upon the assumption that something would be done. I’m afraid to say this was the best part of the stay as from then on, it went somewhat wrong! Upon arrival on the evening, after a tiring day, we got back to the suites at around 10/10.30pm, went to go to our room, but managed to use the wrong side of the building and inadvertently used a working lift to go to the 4th floor, only to realise when there, that we were in the wrong place, but this didn’t stop us again smelling weed, but this time of course on the adjacent side of the venue. We quickly recognised our mistake, and on the way to our room, you have to pass reception, and we again notified reception of drugs being smoked. Obviously we managed to find our room by locating the correct side of hotel, with no working lift of course - how could we forget! At this time we really should have tried to move room, as there was still a lingering smell of weed on our floor, but the day was exhausting and a good nights sleep was all that was needed ahead of a busy next day, so we settled for what we had. The sleep experience started off ok, but then cascaded into a bit of a nightmare. Around 2am, loud noises and shouting being made by guests on the same floor were experienced, which in the circumstances and after an evening of partying for those concerned was kind of understandable, so this disturbance was dismissed as ‘just a moment’ and things quietened down, and sleep soon overwhelmed us. Then, it happened again, we were woken at 5am, but to louder voices, and more people appeared to be involved, although we’d be unsure about this aspect, as perhaps it was the shock of being woken by these disrespectful idiots that gave us the impression that more people were involved. All this then manifested into a joke, as the FIRE alarm then went off, and it was clear why - as the floor and our room started to smell again of weed being smoked in this non-smoking hotel. The alarm eventually stopped, and we expected a staff member to attend to understand the reason why this had occurred? Nothing happened! Should we have tried to change room at 5am in the morning- maybe? But this is the last thing on your mind at this time in the morning, believe me. Particularly when you have no idea of the threat located in the other room(s). As nothing had happened, we were forced to contact reception to make them aware, of both the alarm, and the noise, and they promptly went to the offending room to ask them to quieten down. Your staff member then left, but then the noise carried on. We get that it’s difficult for one person to rationalise guests’ unruly behaviour, but having witnessed this, Fraser Suites should surely have a zero tolerance, (certainly for DRUG smoking in their rooms) and whilst I don’t know how you do it, or how you manage this, Fraser Suites really need to look into managing any similar occurrences with less tolerance to prevent this happening to future guests, as bad news spreads. Ok, so it all stopped at about 6am, but disturbed sleep and a grotty, dirty experience with these awful guests being present, being allowed to do what they wanted, has left us with a feeling that we’d never use the facilities again, and would have no hesitation in NEVER recommending Fraser Suites as a place to feel safe, and be able to have a relaxing time, in what is a great part of London. UPDATE Thank you to Ivo Kanev, and Astrid Chambers at Fraser Suites, whom as a result of the feedback given above, both went above and beyond to put-right the complications we experienced during our stay. Whilst it’s impossible to rectify our January experience, what is great to see is that they have actually bothered to understand the issues we encountered, managed to put measures in place to ensure this kind of guest stay is not experienced in the future, and looked to offer us incentives, to encourage us to use the facilities again. Certainly based on what communication we’ve had, we feel encouraged that the management has put in place appropriate steps to manage any issues of a similar nature, and based on this, we feel that we would not be fazed by staying at this venue again in the future, when our travel arrangements allow. Finally, a strong well done to how this has been managed, it’s worthy of note that most businesses fail from time-to-time, but it’s how you manage the fall-out from these issues that actually matters, and Ivo, and Astrid have done exactly that.

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