Palms Hotel & Retreat By Palette London Romford

It wasn't that clean. Hairs and dust in bathroom behind the door. Carpet poorly hoovered.

The Booking.com site said the rooms where air conditioned. Deceptive, only some of the rooms had air con. We had to change rooms halfway thought our stay!

Air con wasn’t the best

One of the male reception staff was rude and delivered poor customer service when my wife checked-in. E.g. threw room keys at my wife. Interpersonal communication skills were poor.
Room was too hot despite windows being opened. Sleep disrupted several times, no air conditioner! In-room coffee facilities poor, one cup provided despite room booked for two. Power outlets insufficient, none at beside table.
Breakfast poor; coffee machine did not work, instant coffee alternative poor, juices display and choice poor, bread remained in packaging on display, eggs were served without serving utensils. Waitress, did not possess/speak good English. Front of hotel car park spaces too small. Rear parking, adequate but surface/tarmac uneven and damaged.

The TV was not working & the maintenance guy had gone home. We had to ask for tea cups too.

That we wasn't told about paying for parking

Where do I start? I booked a disabled access room for my parents, specifically requested a room close to reception as they have mobility issues. Their 1st room was occupied by other guests, the second room was way down two long corridors with a bath that neither could utilise. Finally room no.3 was no. 171. I walked the whole of the ground floor in the hotel attempting to locate no. 171 - it does not have a room number displayed on the door!!!. It is labelled accessible, but didn't open with the door key I had been given. Finally got a staff mbr to locate the room - he had to ring a supervisor to find it. Moved my parents into the room, no air conditioning (36° outside) , requested & received a fan . No fridge in the room, my mother is a diabetic & the TV did not work. After all of that the key to my room did not work & I had to reassigned a new room. We were staying 2 nights and guess what, on the second day, our room keys did not work! We were also attending a function in the hotel, could not access the function room from inside the hotel, you have to walk around the hotel past the kitchen and bins to enter the room. As my parents had mobility issues, we asked if there was anyway to access the room internally, but no I had to drive around the hotel with them.
Lovely lady at breakfast, but very limited options for the continental breakfast.
Very very disappointed with our stay. We stayed in this hotel many years ago and it was lovely. Lots of work to be done here, to bring it up to an acceptable standard. Not recommended for anyone with accessibility issues.

No air-conditioning in standard room. Reception gave a fan, but do not book these rooms when there's a heatwave!

No towels in the room Reception said they'd bring them up but had to walk down twice as they forgot. No phone in the room and a long way from Reception.

No internet
Room keys didn’t work
Staff acted like it was an inconvenience when they had to let us in our room because the room keys weren’t working

The room was so hot and extremely noisy. We could not sleep the whole night. Some other guests were having party in their rooms and they kept going from a room to another. It was around 4am in the morning we complained about the noise to the receptionist and they came to warn those guests. They shut their doors so we didn’t hear the music and conversations briefly but they kept slamming doors as they kept going from a room to another one. It was a terrible experience for us. We left the hotel very early in the morning as we couldn’t stand it anymore.

Having to pay £10 per 24hrs of the stay. This was a surprise on arrival

Motorway noise