The Sumner Hotel

Absolutely shocking customer service. They took the full price of a room despite us testing positive for covid & following the law by not attending for our stay. They ignored booking.com, phonecalls, emails & messages to discuss the situation & have since flatly refused to either refund or credit us with another nights stay. They stated that we should have informed 72 hours prior & fail to understand that 72 hours prior, we didn't have covid! Completely unreasonable people to deal with & the worst customer service I've ever experienced. Please also note that most of their glowing reviews on TripAdvisor are written by 'customers' who haven't actively reviewed anywhere else ever! Very suspicious!

Affordable hotel in the heart of West and North London. Convenient to the Marble Arch tube stop. Showing some wear and tear but not an issue for us. Everything was clean and the staff was helpful and attentive.

Nicest hotel staff at any hotel I have ever stayed at. They were kind, friendly, and informative. I appreciated them giving me the best customer experience I've received all year in 2022. Thank you Sumner Hotel staff for being so awesome!

Location is incredible but this place may need to sell itself as a 3 star hotel. The room phone doesn't work, which is frustrating as I'm not from England. I can't call to reserve anything so I'm left hoping I can just walk up to restaurants and how they have space. The tile in the bathroom is loose and coming up off the floor. Seems dangerous. Also the lamps are short circuiting. I'm here for a day so I don't plan to spend too much time in the room but this isn't the experience I expected for the cost. If I knew that this was what Sumner Hotel was about then I would have shelled the additional fifty pounds for a 5 start hotel a stones throw away. I'm sitting here looking at nearby hotel amenities and kicking myself.

Excellent room with a fantastic shower. Friendly staff and good location.

Terrible stay, stairs to reach the room with big suitcase, poor room no amenities and finally Mouse was running in the room hiding behind the bed.

Very low value for money.no breakfast, Pathetic customer services. Booked on line , they charged pre authorisation amount of more than 350 pounds; it has been more than three weeks but still amount has not been reversed

This time the only thing we miss was breakfast, that temporarily isnt being served.
The room we had was spaceous, and as usual, the staff was very kind.