We arrived at about 14:40 and our rooms were not ready and we had to be at Kew Gardens for a wedding at 4pm. It took around 25 mins before we could get into a room, we did not have time to unpack, they would not let us go anywhere else to quickly change whilst they sorted it out, it was shambolic. The person in the queue behind me whispered as he walked past that it must have been his first day and he hoped that we got to the wedding on time. Due to the delay, I asked Kane who seemed to know what he was doing to order us a taxi as we would now not get to the venue in time, I asked the driver to take us to Elizabeth Gate Kew, he took us to the Chiswick entrance, then the Kew station, then Victoria gate, I then had to give him directions to thd correct destination. Not the hotels fault but the they chose the taxi service. We got to the venue with a few minutes to spare and my wife and sister did not have all their make up on. When we returned to the hotel around 2am, we could not get into our rooms and I was advised this was because our keys had been near our iPhones, mine was in my wallet. I was also advised at hhe time that my card had declined which was embarrassing for me so I made the payment then and it went Through fine. We were due to checkout by 11am yet my sister had a knock at her door at about 09:50 by room service. It was a really bad experience and I hzvd received no part refund or apology as yet for the poor service we received. This did ruin a very joyous day.
