Lamington Apartments - Hammersmith

In July, the family stayed in London for two weeks and lived in a rented apartment in Lamington for ten days. The living environment was acceptable, but a very unpleasant thing happened on the day of check-out on the 28th. After we checked out at 11 o'clock, we stored our luggage at the hotel. When we came back in the evening, we missed the train and arrived at the hotel at 12 o'clock. At this time, the hotel staff had already got off work and did not contact us before getting off work. Our luggage was locked in the hotel office. We kept in touch with the hotel's emergency contact number all night, but couldn't find anyone to solve the problem. We also kept in touch with Ctrip, but they didn't give any effective solution and just kept us waiting. Our whole family of 2 adults and 2 children slept in front of the hotel all night on a cold, windy and rainy night. We were unable to stay in the hotel near the airport that we had originally booked. I kept communicating with the hotel and Ctrip on the phone, but no one came to open the door until dawn. Our flight was at 10 am, and the drive from the hotel to the airport took more than an hour. We had no choice but to leave for the airport at 6:30. Before boarding the plane, we had been contacting Ctrip, hoping to have a feasible solution for us. After dozens of negotiations to no avail, we had to stay alone and change the ticket. Ctrip’s change fee was more than 6,000 for one person. The round-trip fare is only 9,000. This incident brought a very bad travel experience to the children and their families. As a senior travel agency, Ctrip cannot provide customers with any professional solutions when encountering emergencies, which is very disappointing. I read in the comments that in 2022, there was a water leak upstairs in the Lamington Hotel that caused a short circuit in the ceiling light downstairs and a power outage in the middle of the night. At that time, no one could be found to deal with it at night until work time in the morning. Just imagine, if a fire or flood occurs, the consequences of not being able to find staff are very serious. I hope Ctrip will take the safety of customers as its starting point when choosing cooperative hotels. At least the hotel can contact someone to deal with emergencies. Ctrip said verbally that it would communicate with the hotel and be able to contact someone when encountering similar situations in the future. But a similar emergency happened in 2022 and no one dealt with it. Why did it happen again this year? There is no improvement in hotel service. This hotel cannot check in after 9 pm, so customers should be given a more eye-catching reminder.