Park Plaza Westminster Bridge London

we both had an amazing time!! hotel was beautiful and the breakfast was great we will be coming soon again!

The location is good. The service is rather bad. I came to the room only to find the body and hand lotion run out. When I wanted to take my shower, only to find the shampoo is empty. Such poor service and attention to the refill items. The housekeeper didn’t seems interested

I stayed at the Park Plaza Westminster Bridge for 2 nights. I booked and pre-paid for everything on Trip.com. At check-in, I was told the upgrade to a Studio would cost £50/night, hence, £100 for the two nights. I agreed to the upgrade and paid for the £100 at check-in. At check-out, my card was charged an additional £100. The staff told me the upgrade was £100/night, £200 for two nights. He gave me an invoice. I immediately disputed the extra £100 charge, as that wasn't what I was told and agreed to at check-in. He got another colleague to look at the system, and she confirmed I should not have been charged the extra £100. (The price difference between the room type I booked and the upgrade on the dates of my stay was only £43/night), so charging £50/night for the upgrade makes total sense.) The front desk staff told me I would be refunded the £100 immediately and they will email me a new invoice with the correct prices. Over 2 weeks have passed, I have not seen a reversal or a refund to my card, and I have not been sent a new invoice. Worst of all, I kept calling up the hotel and they said there's nothing they can do and told me to email the Admin team. I emailed the admin team a number of times and had no response, not even an automated email receipt. This is simply appalling.