Thank you for your informative feedback. I'm glad to read you found the Lodge a useful base for your London visit, and our team were helpful. I've asked Housekeeping to check the mattress of your room. it sounds like you booked a cosy room which have 4'6'' beds due to their size. We have a variety of room types with larger beds, thus I've put a note on the system of this preference should you find yourself in Putney again. I've forwarded your comments re the remote / free view to our maintenance dept. Thank you again for your comments, they help us to keep the standards high.
Dear Tony M,
Thank you very much for taking the time to post your review. Delighted to read our team were very helpful and you had such a positive stay overall. We hope to welcome you back to the Lodge soon.
Thank you very much for such a wonderful review. As an independent business feedback such as yours is what we aim for. We look forward to welcoming you back to Putney again.
Thank you again.
Dear Helen K,
We are disappointed to see your review, as clearly your frustration is not actually the hotel's fault. We offer various different rate options & promotions, with the terms of each offer clearly marked, including discounted rates depending on season with a 10-20% price reduction for pre-payment but no cancellation. This type of offer is standard practice across the travel industry. I believe our team has emailed you privately with an offer for your next London stay. I hope you will take us up on this and experience the Lodge for yourself. And we would appreciate if you removed this review.
Dear Richard T,
Thank you for you excellent review, however mostly we would like to thank you for your repeat custom. It is always warming to read such positive feedback from regulars. Your business is much appreciated and I hope you will continue to see the improvements here at the Lodge for years to come.
Thank you again.
I believe our GM has spoken to you on the phone personally regarding this complaint. I do hope we can tempt you back as we feel we didn't do ourselves justice on this stay. Needless to to say, the booking was for a Cosy, room only on a peak night, however we endeavour to always exceed our guests expectations, and clearly we failed on this occasion. Our front desk team should have used more initiative. Please be assured, our team use these reviews to learn from and hopefully continue to improve our product. Apologies again for the inconvenience, our GM will be taking care of your future booking personally and I hope you will have a much improved experience.