4/10 Poor
Mohammed, london
Travelled with family
Aug 25, 2025
Liked: Amenities
Disliked: Cleanliness, staff & service
To the Management, W Amsterdam,
I am writing to express my profound disappointment regarding our recent stay from August 21-25. I booked two rooms as an anniversary gift for my parents, but the service was a complete disaster.
Upon arrival, we waited 10-15 minutes for luggage assistance. At check-in, despite mentioning my Expedia Platinum VIP status, we were denied a room upgrade due to a "fully booked" hotel. I asked for a good room for my parents, but we were given two impractical, tiny rooms (505 and 329). My parents' room had no privacy. When I raised this, staff were unhelpful, stating, "this is what we have."
My room, 505, was left uncleaned for two days despite repeated complaints. A filthy corridor bin attracted flies and smelled horrible for two days. I have video evidence of the poor cleaning, showing unchanged bed linens, my charging cables under the duvet, an uncleaned toilet, and unreplaced essentials like toilet paper, towels, and water.
Finally, at check-out, we waited over an hour for a bellman. We eventually had to haul our own luggage to reception, only to find a bellman standing by, doing nothing.
This entire experience was a continuous series of failures. I expected a high level of service from the W brand, but the lack of cleanliness and helpful staff was inexcusable. I request an explanation and a plan to address these serious service failures.
Sincerely,
Mohammed
Mohammed
Stayed 4 nights in Aug 2025