彭希爾埃平 (Punthill Epping)

AVOID AT ALL COSTS! I've owned and operated successful hospitality businesses for years, and I have never experienced anything remotely close to this. From the moment we checked in, staff were knocking on our door every few minutes demanding that we re-confirm our booking. We were then told the room had been double-booked and that we needed to move rooms. Not long after that, they suddenly claimed there was an issue with the payment and wanted us to pay again despite the payment already showing as processed. What followed was over three hours of phone calls, emails, bank statements, transaction receipts, invoices and booking confirmations, all while we were trying to enjoy what was supposed to be a short break. Every piece of evidence was provided, yet the situation only became more chaotic. The room keys regularly stopped working, meaning access depended entirely on staff. If you left your room, there was no guarantee you'd be able to get back in without finding someone to let you through. Different staff members seemed to have completely different information, so every shift change felt like starting the entire process from scratch. What was even more frustrating was that every staff member claimed to be "the manager" and there was apparently nobody higher available to speak to. No supervisor, no general manager, no owner, no escalation process—just a different "manager" every time the shift changed, each giving different information and making the situation even more confusing. The "Do Not Disturb" sign appeared to mean absolutely nothing. Staff repeatedly interrupted us, entered areas they had no reason to access, and created an environment where we felt more like suspects than paying guests. I've never felt so unwelcome, scrutinised, or harassed by a hotel. Instead of being able to relax, we spent our stay defending the fact that we had a valid booking and had already paid for it. The most concerning part was the complete lack of accountability. Nobody seemed willing or able to take ownership of the situation, and every attempt to get a clear answer was met with a different story. When every employee is supposedly the manager, in reality nobody is. There was no communication between staff, no consistency, no professionalism, and no genuine attempt to resolve the issue. The entire experience was exhausting, stressful, and completely unacceptable. Save yourself the headache and book elsewhere. There are far better options nearby that actually understand customer service, respect guest privacy, and know how to manage a booking without turning a simple stay into a multi-day ordeal.