Millennium Hotel and Conference Centre Gloucester London

The SW7 restaurant provides a diverse and reasonably priced breakfast. Convenient location near attractions and transport. Spacious, comfortable rooms with excellent customer service.

We had a highly frustrating and upsetting experience during our stay at this hotel, particularly concerning the room condition, the lack of accountability from housekeeping, and the hotel’s poor internal communication. From the moment we arrived, it was clear that the hotel had a high number of Indian staff and guests. While we fully respect cultural diversity, there was a persistent, unpleasant body odor smell throughout the hallways and even inside the bedroom, which made the room feel unclean and unlivable. We were unable to sleep the first night due to the strong odor, and my husband had to go out late at night to purchase air freshener, which only helped for 1–2 hours. The following morning, we requested to change rooms due to the unbearable smell. While waiting for the new room to be ready, we left our belongings with a family member in another room. However, due to the unfortunate timing, I forgot two important suction tubes used for my child’s nasal rinse machine (photos aattached) in the bathroom of our original room. That evening, we returned to the hotel and moved into our newly assigned room. Later at night, when I needed to use the nasal suction device for my child, I realized the tubes were missing. I immediately called housekeeping to report the issue. The staff said they would check and get back to me, but I received no further response. Since the previous room was on the same floor, I decided to walk over and check myself. I found a housekeeper in the corridor and asked about the item. She told me she had received no report at all and suggested I call reception again, who would then contact housekeeping. I followed this process and called repeatedly until I was finally told that the item could not be found. I am absolutely certain I left the tubes in the bathroom of our original room — and we had not checked out or removed our belongings from the hotel yet. There was no opportunity for the item to go missing elsewhere. Out of desperation, I knocked on the door of our previous room and explained the situation to the new guest, who kindly allowed me to check the bathroom. The item was no longer there. The next morning, I asked housekeeping again, hoping the morning shift had picked it up and set it aside. The answer was again a simple "We didn’t see it. Sorry." This experience reflects an appalling lack of responsibility, professionalism, and communication from the hotel staff. The item I lost was clearly not trash, and it had obvious medical use for a child. It should have been kept and returned to us, especially since it was known that we had not checked out, and had only been transferred from room 431 to room 439 after filing a complaint. A responsible hotel with proper coordination would have sent the item directly to our new room. Instead, we were met with indifference, disinterest, and vague answers like "we didn’t see it" or "it’s not there." There was no willingness to help, no sense of urgency, and no customer care at all. I asked about a missing item within just a few hours — not days. The response and handling were unacceptable. I needed the item urgently and could not find a replacement at that time. This caused both inconvenience and stress, especially since it involved my child’s health.

It was good.