Sadie Best Western Hotel at Luton

After traveling over 10 hours, I checked in at 10:30pm, eager for a hot shower and some rest. To my disappointment, there was no hot water and no shower gel in the room (the bottle was there, but found empty inthr mid of shower). Soaked and freezing, I reported this to the reception right after my terrible shower at 11pm. They promised to address the issue by morning but only offered a room change—no compensation. I declined because I have OCD and had already cleaned the room thoroughly with alcohol wipe and covered the pillow with a disposable pillowcase. During the six days I waited, every time I followed up with the hotel, the reception staff reassured me that the hotel owner and manager were handling it seriously and that compensation would be provided. However, after six days of follow-ups, the manager’s response was not only delayed but incredibly arrogant. He brushed me off, stating he’d been on vacation and had hundreds of emails to address, showing no concern for my discomfort or the time I had waited. As a returning guest, I felt completely disregarded. No guest should endure such dismissiveness and lack of empathy. When I returned to my home country, I contacted my booking platform to share my experience. They empathized with me and reached out to the hotel multiple times, recognizing my frustration after a week of chasing. Yet, the hotel’s response was the same—arrogantly insisting their solution was simply to change rooms. As a business owner, I understand that cleanliness issues or faulty facilities can be easily addressed. However, if the hotel is managed by someone with an arrogant attitude who doesn’t sincerely listen to guests, I fear they won’t succeed in the long run. From the manager’s tone, it was clear he didn’t care about my review or concerns, adopting a dismissive attitude throughout.

Very clean Great staff