Numa London Chelsea Green

N/a

There were no check-in staff, although it wasn't a problem.

I didn't know the the room was not cleaned every day, I thought the room would be clelaned every day...

No Signage to find your room

It took me a couple days to figure how to work the heat. I thought it was on the wall temperature pad, but I finally learned it was the knob at the bottom of the heater.

I have stayed at this property multiple times over the past two years when it was operated by Sonder. Since Numa took over, the experience has clearly declined. This stay was highly disappointing and nowhere near the previous standard.

1- Upon arrival, no access instructions were sent, leaving me waiting outside. I was later told the email was “incorrect” and blamed on Booking.com, despite my correct email being on the reservation.

2- More seriously, my colleague who checked in the morning was given my room, even though our bookings were completely different. She had already settled in, yet I was asked to have her pack and swap rooms with me. How can I ask a colleague to leave and take all her belongings? Very far from any sense of courtesy.

3- I was not allowed to speak with management and was told nothing could be done. Even my request for a similar room was refused, so we ended up swapping at 10:30 pm.

4-My colleague had one more night stay after I left. Her PIN is changed without notice, leaving her locked out of the room at around 4–5 am. She had to contact support to obtain the new PIN.

5- Despite multiple requests for an invoice, they either sent broken links or incomplete documents. Only after repeated follow-ups and explaining what was missing did they finally manage to send a correct invoice.

Overall, the situation was handled very poorly and fell well below expected standards. This is particularly disappointing given my previous positive experiences at this property when it was run by Sonder. The cherry on top was that they offered me a 15% discount on my next stay. I politely refused.

Aside from the location, I would definetly not recommend staying here.

Review:
I booked this room for an important afternoon meeting and contacted the hotel in advance regarding early check-in. Booking.com confirmed with the hotel on the same day that access would be possible at 1pm.

I relied on that confirmation when organising my meeting. However, I only received the check-in instructions around 3–4pm, which made the room effectively unusable for its intended purpose.

Booking.com contacted the hotel twice during the day, but no solution or compensation was offered.

The explanation later given by the hotel — that the booking was for two guests — is not relevant. Booking.com defaults to two guests, no additional information was ever requested, and this was never mentioned when early check-in was confirmed.

This is not about early check-in policy, but about a confirmed arrangement that was not honoured. Very disappointing experience.

Check in was very poor. I’d not stay again on this basis. Staff were as helpful as they could be but non on site, so phone and WhatsApp is required for any support.
Being a UK resident there is no requirement to carry photo id, so making this mandatory for check in is not welcome and wasn’t spotted when booking. Hence I’d not book again.
The code I was originally issued worked on the outside door but not the room door, it took almost 1.5hrs to get into my room from arriving.