Henriettahouse Reviews 

Appalling management, wrongful charges, and total radio silence. Avoid!
I am profoundly shocked by the chaotic mismanagement and sheer incompetence of Henrietta House. As a professional working within the hospitality industry myself, I have never witnessed such a blatant failure of customer service.

​We had a booking via Booking.com (Conf: ) for early June. Due to flight disruptions, I contacted the hotel immediately to reschedule the stay to commence on June 14th. I was explicitly assured over the phone by their staff that this date change was accepted and processed.

To my absolute astonishment, they wrongfully charged my card for the original dates anyway. When I called to reconfirm the new arrival, I was told there was "no one available at reception until Monday" and the operator couldn't even verify if our booking existed.

Worse yet, management has completely ghosted my emails ) trying to resolve this. They broke a verbal agreement, took money they weren't entitled to, and then went completely radio silent. A review of other recent feedback shows that this "unresponsive customer service" and dodging guest emergencies is a known, ongoing pattern for this property.

This severe breach of trust has disrupted our business travel plans entirely. I am demanding a full and immediate refund. If you value your money and expect basic communication, do not book this hotel. Radisson Corporate and Axcel Hospitality need to urgently investigate how this property is being run.

We booked this hotel as it is part of the Radisson Group and we thought the standard would be really high, sadly not!. The hotel is very central and its very close to the town centre, however the hotel is actually 2 separate buildings 3 doors away from each other. We were put in the building away from the main Reception which is really run down. There was cellotape over a crack in the window, an off colour rug of carpet on the floor, a leaking shower, the beds were both broken and leaning to one side and the room was really shabby. This room however was an upgrade to a Superior!, we were stunned. The first night there was a lot of banging and crashing around in the corridors, loud chatting and lots of arguing, this went on from around just before midnight until 0330, although this cant possibly be blamed on the hotel when we mentioned it to Reception we were simply told that the rooms in question had been asked to leave, no real apology and when we asked why it went on so long long before it was dealt with we were not given any reason. When we checked out we were asked if we had enjoyed our stay we said that we had no sleep the first night and we were really disappointed with the standard of the room, the Receptionist then to our absolute surprise admitted that the rooms were in need of renovation and that in fact we were the last to stay in those rooms as that very day the building was being closed and gutted, as we walked past on our way out the furniture was being carried out of the door!. There was no offer of our money back for the first night no "have a breakfast on us" or a drink at the bar, however they did say if we stay there again we could have a free upgrade ( we all know what their idea of an upgrade is!!), which we didn't really think was good enough. This room should not have been sold as a Superior and it certainly wasn't up to Radissons normal high standards. Not enough was done to apologise, I know when I have worked in Hotels the first thing we would have offered is a meal and a drink and certainly a refund of at least one of the nights. When my friend spoke to the Manager he advised a 50% discount could be offered on a mid-week stay ( no good to us as we both work during the week and had taken holiday to stay in Bath after a very trying few months ) . Although a great location this Hotel lacks any real customer service and is really not a 4 star, its 3 star at best. If we had booked a 2 or 3 star hotel we may not have been so disappointed but we found the whole experience a bit of a let down after spending a lot of time looking forward to it. Probably better standards in one of Baths many other hotels.

To make us even more angry the hotel simply keep asking us to go back and stay by way of compensation!!!! Midweek only to save themselves money!. They really believe after such a dreadful stay we want to go again and take precious time off work. Read the trip advisor reviews before you consider booking this place!. No offer of even a partial refund absolutely disgusting