Courthouse Hotel Shoreditch

I called the hotel as I wanted to check their availability prior to purchasing a virgin experience day voucher. I had a particular occasion in mind for it and it was short notice, so I wanted to ensure it was available on the dates I required.

The man on reception confirmed they had availability so I said I'd purchase the voucher immediately and then call back.

I called back shortly after and he abruptly said "you need to email the voucher", so I sent the voucher while I was still on the phone, he took my details and the date I wanted to book and said he'd get back to me.

30 minutes later I had an email from a different receptionist, in response to my email with the voucher, asking which date I wanted to book in. I explained that I'd given the details to the gentleman on the phone and was asked to send the voucher via email and gave my details again as I wanted to make sure there weren't crossed wires or two people working on it at the same time.

No response.

I emailed a couple of hours later to ask if they were able to book me in. No response.

I emailed the next morning. I got asked for the voucher details again as if they had no idea about my booking.

Of the 3 different reception staff I have spoken to, there was no continuity, no communication and still no confirmation of booking.

While I understand staff may be busy, setting guest expectations is important when providing a 5-star experience. Having worked in hotel reception before at a 4-star hotel, and knowing the level of guest experience required, this falls very short of what should be expected in a 5-star hotel.

Had I been told a room had been reserved while they processed the voucher and they would send me a confirmation within XX hours then I would at least have some idea of what was happening and where I stood given the short-notice booking. But with no confirmation, no set expectations and no customer service I definitely wouldn't recommend this hotel if you require a 5 star experience.

I have now requested that they do not book me in and have requested a refund from Virgin Experience Days so that I can book somewhere else.

We had an amazing time! The staff were friendly and approachable, particularly the lovely man that seated us for breakfast. The spa was lovely and relaxing, it wasn’t busy at all and features a steam room, sauna and pool which were all great. The room was lovely and clean, great amenities and the location was perfect - very good for visiting Shoreditch and the rest of London should you wish to. I would not be put off by some of the negative reviews! We loved it.

Lovely hotel, clean and quiet even though its in a lively area. There's a valet who parks your car. Bathroom is huge, some of our party had never seen a bidet lol. Breakfast was lovely, buffet had a selection of hot and cold food and was tasty. We wanted a family room as our granddaughter was staying with us. But asking for the extra bed took up a lot of room in which was supposed to be a seating area. Should have looked more closely at the rooms and booked the suite that was made for extra beds. I'd recommend the hotel and stay again.

Went to the cinema and cocktails experience here. Horrendous sound quality for the film itself, sounded like everybody was under water. Other people had same complaint when leaving the cinema.

Only 1 bar man was on to get the cocktails after (thankfully I was one of first at bar, but could see how long people were having to wait whilst I was having my drink.)

I did email the hotel to raise the concern around the sound quality but they haven't bothered to get back to me.

The room and bathroom size were very large for London (in my experience) over plenty of space to feel comfortable whilst staying there. Some bathroom fixtures were loose, and a light bulb was blinking - however this really did not impede on our stay in a noticeable way. Also, the rooms were very quiet - which is surprising due to the nightlife available in the area as well as constant traffic flow. The reception staff were always helpful and had great recommendations. Breakfast was really good providing a large range of buffet options, and staff were on hand and there to help or keep supply refreshed. The Bar area was beautifully decorated, and staff would come in to serve you if and when required - great cocktails! The location is excellent for access to food, entertainment, transport and airports. Overall, very happy with our stay and would highly recommend staying here.

Booked a room for the night. All residents bars and restaurant were booked out for a private party. Only water in the rooms. I was told to go out in the rain to find somewhere to eat and drink. If I wanted room only I would have booked a guesthouse. Security were appalling. Never again

Do not stay here! Everything you see online as “amenities” or “available” is either not in use or you have to pay for. It’s all a farce. No restaurant, empty bar, the cinema is only offered on Sundays, they had the audacity to charge £60 for half an hour of bowling, the continental breakfast is £17/person… offering the worst scrambled eggs possible… and either frosties or toast as an option. Don’t get me started about the cleanliness of the bathrooms. There is mold in the caulk of the shower. The icing after the ridiculousness of this hotel is the battery needed changing for tele remote. I am furious about this hotel and its offerings. Far from a 5 star hotel; I will never be staying here again.

Beautiful hotel so unique. Lovely rooms. Comfy beds and pillows. Great breakfast. Pool was cold. No soap in shower area for pool and shower was broken as was steam room.