Renaissance London Heathrow Hotel

Amazing hospitality, the staff went beyond all expectations and were so friendly

Very bad hotel was expecting runway view **** hotel paid £27 for a omelette go to another hotel this one is really bad

This hotel was awful! It was awful and I will never be booking it again! My mum arrived at the hotel before me to check in as I was arriving on a flight. When she got to the room she found that the toilet didn’t work and didn’t flush. She called down to reception and the lady on the phone said she would send someone up straight away. 90 minutes later she still hadn’t had anyone arrive but she needed to leave to meet me at the airport. She called back down to reception and was told that they would send someone straight away and once she had to return to go straight to the front desk. She was told on the phone it would either be fixed or our room would be changed. Mum goes off to collect me from the airport. On our return we went straight to the front desk as we were told. However this time, no one at the front desk new nothing about this. They sent someone there and then to check the room and we were told that it had been fixed. A member of concierge took my luggage and when we arrived at the room, threw my bags in and stormed off. No hello or goodbye. He was very rude but we just left it. As soon as I used the bathroom, the toilet didn’t work again. I went down to reception and complained again and they said they would change our room. I got told to head back to my current room and someone would come and help with the bags and take us to our new room. The same member of concierge arrived at the room, threw the bags on the trolley and stormed off down the corridor. Myself and my 60 year old disabled mother struggled to keep up with him. In the end I shouted down to him asking what room we were going to. He shouted back the room number without stopping. It’s key to mention that both myself and my mum are hard of hearing so it was a struggle to hear. My mum also struggles to walk so I shouted back to him asking the easiest way to get to the room. He told me to follow him. He made us go the longest way round, down the stairs when really, we later found out there was a closer and easier way to go. Once again he threw the bags in the room and stormed off. I was not impressed. Over dinner, the waiter who served us STANK of BO and was incredible rude to both myself and my mum on serval occasions. Especially when my mum asked what a sauce was and he resounded ruddy asking “how did she not know?”. The new room smelt of smoke at was very dusty. During the night, my mum woke up in extreme pain and we realized the duvet and pillows were feather based. My mum is highly allergic to feathers and there was no warning in the room or on the site saying this was the case. I truly think this should be disclosed. At breakfast the next day we asked a member of staff if they could help us clear the table. She groaned loudly and barely wiped up. As my mum is disabled and struggles she asked a member of staff if they could help her get an item (as a sign did say to “ask a member of staff if you require help”). 30 minutes later the item still hadn’t arrived. We asked another member of staff to which she responded “I’m not doing that because it will come eventually”. I asked her to still get it because clearly the other lady forgot. Then eventually both staff members came over with the item at the same time. Why it took so long I have no idea. Overall the staff at this hotel are INCREDIBLY RUDE!!!! I was shocked. The overall experience was awful and we will never be returning.