Palms Hotel & Retreat By Palette London Romford

Bathroom was a little grubby in the corners, just not thourough enough from the cleaning team.

Room was basic with the heating on full wack. Lack of climate control and mod cons. Working soap and a fire seal around the door would have been nice. Just had a niggling feeling of just being okay.
Silly amount of time to check in and jump through hoops. ID emails etc etc. entrance looks nice but the harder you look the stranger it got.
Attempted to have a drink at the bar. With only two other people in this huge nightclub area playing excessively loud music… to then be told the lemonade isnt working….. seeing staff examining the soda bottle expiry date put me off ordering dinner and attempting breakfast.
Nice and shiney downstairs.
Dust upstairs

It could do with a bit more of a clean but it’s very good value for money and I use this hotel quite often

N/A

I didcovered that the telephone number (and email address) supplied for the Hotel is actually a 3rd Part Compnay (and NOT based at the Hotel). Therefroe ALL my messages were being ignored/ not answered and although I called the Hotel 5 times (and only got through twice) when I DID get through the guy at the end of the line had a go at me for 'Not Checking-in' (when it was THEIR fault and delay in communication that meant I had to spend a night elsewhere) the 2nd guy (who TOLD me he was based at the Hotel, which turned out to be a complete lie) wasn't able to give me directions (AT ALL), from a known landmark (Gallows Corner) turned out it was a TWO MILE WALK!!! At NO time was MY VERY FIRST question answered. ABSOLUTELY HORRENDOUS communication, it culminated in me having to spend the night elsewhere (they would add an extra night as an apology) and WALK TWO miles with a very heavy suitcase and handbag (and an injured knee, ankle and shoulder). I was in TEARS by the time I arrived.

Unfortunately, the overall experience was extremely disappointing and far below what was advertised.

Firstly, I paid £39 for breakfast for two people because the listing stated that Boka restaurant was located within the hotel. Upon arrival I was informed that the restaurant had ceased operating in February, meaning the information displayed during the booking process was outdated and misleading. As a result, the breakfast I paid for was not used.

Secondly, the condition of the rooms was poor and did not reflect the images shown online. I was initially allocated Room 133 but had to be moved to Room 135 due to a broken radiator. Both rooms had noticeable maintenance and cleanliness issues including broken heating, marked or dirty walls and bins without liners. The standard was well below what would reasonably be expected.

Additionally, the overall management of the property felt disorganised. The same staff member appeared to be covering multiple roles including reception, security and bar service. When I decided to leave due to the condition of the room, there was no clear or professional check-out process available.

Due to these issues I checked out within approximately three hours of arrival as the accommodation was not fit for purpose.