Terrible and please be warned against…
Terrible and please be warned against ever staying with this Hotel chain - this is the first negative Review I have ever had to write since the internet was founded and my first experience of this hotel chain as a frequent internationally traveller. Judge for yourselves but this is the experience I had : I arrived for a pre booked and paid for room on Friday 18th November at 5.45 pm at the Club Quarters Hotel London City - earlier in the day I had had a concerning call where the operator seemed to be saying that if I had been charged twice for the room it was non refundable. I alerted our superb private bank and our concern was well met and supported and it was confirmed the money for the room had been transferred although a block was put on our cad for Club Quarters Hotels for any further payments for securty. On arrival at this 'Hotel' the pre booked and paid for confirmed booking was not registered with door staff. I was offered a room to change and after putting on my DJ for an important City event close by there was still not a room available - their system was still showing that booking had not been confirmed despite the money having been taken from our account. I had already called our superb private bank who had confirmed directly with the Club Quarters staff that the money for the booking had already been taken by Club Quarters. There was no care or effort to explain or make a room available despite the evidence of payment having being provided. I would not book or stay at Club Quarter under any circumstances - the staff are unhelpful, and there is an emphasis on taking your money with no responsibility for service. I would suggest this is the result of very poor management from the top as I got the same feeling from both door staff and early call in the day . Our bank have refunded the money for the booking as they know our integrity well. I would describe the behaviour of the hotel as close to fraud - taking your money and not providing the service in terms of a room, door service and any level of integrity. Please be warned.
Audrey Bernardi
Terrible Experience!
I booked a family stay at Club Quarters Trafalgar Square (August 2025) after a previous serious incident at the hotel. The management offered me a complimentary night and a preferential rate for the rest of the stay, which I accepted in writing.From the very beginning I requested two rooms. The hotel confirmed “everything has been booked for you” but never clarified that their preferential rate only applied to one room. On arrival, I was unexpectedly charged a much higher rate for the second room.I felt misled and embarrassed, and despite raising the issue with management, the hotel has refused to honour the written agreement in full. I am now pursuing the matter with my bank and consumer authorities in the UK.I would caution other travellers to get every detail in writing, and be very careful about relying on what management at this hotel promises.
Luís Matos
The place is absolutely awful
The place is absolutely awful. Their age guidelines for check in are difficult to find on their website as is, so imagine my surprise when I find out I can’t check in. After being denied a refund, I’m now forced to be homeless in San Francisco for a weekend and down $400. This place is awful, don’t go here.
Savanna Campbell
CQ St Paul’s London UK
We’re currently sat in the lounge where we’ve been asked to wait for another 15 minutes because housekeeping are between. It’s 16:05 at the moment & our room should be available from 15:00, not a great start considering the price & we’re here for 2 nights…
Gary
Surprised by the negative comments
Surprised by the negative comments. I stayed at Club Quarters Gracechurch Street last week and have to commend all the front of house staff as they were wonderful. Having previously worked in the hotel industry for many years I know customer care is paramount and they certainly didn’t disappoint. Thank you so much for such a wonderful stay I hope to return at some time.
Stephanie
Being moved at the last minute
Arrived at Club Quarters St Pauls only to be told that they had overbooked and were sending us down to a different Club Quarters - which was a 20 minute walk without offer of transport, or explanation as to how they managed to overbook. We were also informed that 4 other guests were being sent there as though it should have made us feel better.Once we arrived at Club Quarters Gracechurch Street, again we were not offered any beverages and had to wait ages before they could complete our check in. Given we were only staying for one night, we felt that we were being kicked out because we were lower on their list of priorities. No offer of any compensation for this, or an upgrade, or anything for that matter. A shame because the room was actually decent for London but terrible customer experience.
Alicia Ariffin
A/C wasn't working properly on a night of the heatwave
I want to start with a shoutout to Nick, who heard it was my friends birthday and sent us up some wine to celebrate. It really had the trip off to q good start.However, A/C wasn't working properly on a night of the heatwave, when we called down to reception after realising it wasn't getting better after we returned from our show, they said it was a common query and issue of the night, when asked if we could have a fan, he said they had already given them all right. Said to try auto setting (which didn't help at all) and then left us to it. No sleep for us and when we mentioned it in the morning, we got a sorry we are working on it.
Sarah
CQ Houston Downtown - Avoid!
I will relate my story in full, so any potential customers know what to expect. I had booked my stay for five nights and fully paid in advance. Two days before arrival, my flight was cancelled last-minute and I immediately let the hotel know through the Booking.com app indicating the new arrival date. Noticing that they had not replied after 24 hours, I sent another message asking for confirmation they had received the first text. No reply. When I arrived in Houston the receptionist said that they considered it 'no show', but I had the full booking documentation, including the messages they had ignored. So I was given the room I had booked and at the same time told that an amount of $150 would be additionally pre-authorised to cover for potential damages and refunded upon check-out. Ok, fine. One day into my stay I see that the pre-authorised amount had gone up to a total of $346.89, with no explanation. I immediately asked at the reception and was given an opaque answer along the lines that more needed to be pre-authorised, and there was nothing to worry about since I would be refunded at the end of the stay, within two to three working days (a receptionist). I trusted them. Back in Europe I received an invoice that made little sense charging me twice for 'no show' and multiple taxes (basically they charged no show although I had timely communicated the late check in). They are obviously not planning to refund anything. Please do not trust these people with your credit card details, and go somewhere else.
Diana
Nice hotel next to St Paul Cathedral
We spent a long week end at Club Quarters , near St Paul Cathedral, London, - we could see part of the cathedral from our bedroom, walking distance, 30 seconds. 3 Adults, nice suite roomLocation: great, staff very friendly and professional, dealt with any enquiries so fast. clean hotel, clean room.Complimentary hot beverage in a very nice lounge, all day/night long, bottle of filtered available whenever. There were one or two minor negative points, however the offer we had, was good value for money. Will book again in the future
Nad Miran
CQ Ludgate Hill, London - AVOID!
This hotel has an exceptionally great location, being about 30 seconds' walk from St Paul's Cathedral in London. The bed was comfortable and free bottled water was available. However, the interior has clearly not been refreshed for maybe 20-30 years and housekeeping daily servicing of the rooms is not automatic, only by request. We requested a full service at 10.00 am and had to chase them at 3.30 pm, wasting our time while we had to vacate the room while they did the service. The hot water in the bathroom took 5-10 minutes to run warm, and the shower was prone to going stone cold in the middle of taking a shower. When maintenance came to take a look, they informed us nothing could be done because the plumbing system was so old. The bar was closed at 11.00 pm, so forget coming back for a late night drink, because there is no room service either. It was certainly not what we paid 4* prices for. CQ need to do a major upgrade in accomodation and service levels and it is safe to say that we will not be using any of their hotels in future
Neil Taylor
We had a room booked but very last…
We had a room booked but very last minute we were snowed in where we live no trains I requested a refund or Part refund they refused with out discussing.I strongly recommend you don’t use this hotel
Clare Spalding
Tiny, dirty, worn out rooms
Tiny (as in miniscule like an interior bottom deck room on a Carnival cruise ship!), dirty, worn out rooms. Furniture needs to be thrown away, including, the worn out mattresses that are just painful. No amenities anywhere at all; nothing, nada, zippo, fuggedaboutit! Poorly managed with NO service. They would not even bring a box if tissues to the room after saying they would three times, so I finally had to go down to the desk and fetch it myself. No housekeeping. Why are these people still in business?! Worst of all, they promised at least a partial refund and then refused to provide it.
Q Z
Don't request an early check in - whatever you do!
Requested an early check in at the Club Quarters Hotel Trafalgar Square for a surprise birthday weekend and got a list of charges and a reprimand for not having booked an extra day if I wanted to check in early. With hospitality in the UK experiencing such a hard time, I recommend you train your staff to offer better customer service.
Sue Gibbons
4* Price for a BUDGET Experience!!!
Called before making my reservation to enquire about facilities, breakfast, and parking, etc. On arrival was informed that the 'so called parking facilities' was a 20 min walk away and a cost of almost £50 per day (it was also raining). The room was tiny, the decor was basic, dated, and tired, and the shower (hmmm I am being generous here was barely enough room for one person covered by a flimsy cheap looking curtain. The breakfast was also an additional £18.00 although I was told it was part of the booking. At £200 a night this establishment was nothing better than a backpackers hostel in drag and to add insult to injury, I have just found out that they have overcharged me by 50% (approx £300.00 from my credit card although providing an invoice, approx £200.00) for my stay. At best gross incompetence for a '4*' establishment but based on my experience I am more inclined to think the worst.... be careful and check your statement after leaving this establishment
Paul B
Club Quarters Hotel Rittenhouse Square, Philadelphia
I was in New Orleans, my flight to Philly was delayed and I lost my connection in Philly. I needed a room once in Philly (the only available flight Philly-Rome was the day after), so I made a non-refundable reservation. 30 minutes later my flight was delayed again to the next morning, I didn't need anymore that room, I asked for a (at least partial) refund. It was only 30 minutes after the reservation..They charged the full amount from my credit card. I believe that sometimes you can close an eye .. the hotel didn't have any cost from my reservation and had the room immediately available for anyone else. I know it was a NON refundable, but I was 100% sure when I booked, I lost my connection and I had to find an accomodation in few minutes before the flight departure.. Never again with Club Quarters!
Rok
Wow wow wow …
Wow wow wow … I’ve just spent a fantastic weekend at club quarters hotel in Trafalgar Square which is beautifully located right in the centre of everything. All the staff are wonderful and friendly. A special thank you to the front of house staff whom always had a genuine smile and were very helpful .. all requests were seen to speedily. Matthew, the manager (who is lovely) obviously runs a tight ship, the hotel was spotless with all required amenities … the bottled water machine is a lovely touch. The rooms are a good size with comfortable beds. My only gripe is that our room was on the 8th floor (840)right at the end of the corridor .. a bit of a trek but at least we got our steps in. I would not hesitate to stay here again .. wonderful.
A. Henry
