Zedwellhotels Reviews 

Multiple insect bites, appalling hygiene, refusal to refund, and an experience so poor that I cut my London trip short by an entire day.

Check-in was straightforward, but it went downhill from there. The communal bathrooms were disgusting, with hair in the drains, clogged toilets, no toilet paper, and dirt on the floors.

After my first night, I woke up with 6 large insect bites across my body. I raised concerns about a possible bed bug or other insect infestation, but was told no refund would be considered unless I physically found a bed bug. I inspected my pod at their request and found considerable dirt and food remnants down the sides. Despite explaining that I no longer felt comfortable staying, I was encouraged to just move to another pod, which wasn’t an acceptable solution. I was told “no refund would be considered unless [I] physically found a bed bug.

One member of staff was genuinely kind and tried to help, which I appreciated given how uncomfortable the situation made me feel …but his colleague’s dismissive, rude and insensitive attitude made the situation worse.

I ended my stay early, lost a day of my trip, paid for a night I couldn’t use, and was refused a refund.

I appreciate this is budget accommodation, but affordability isn’t an excuse for poor hygiene, inadequate facilities, or dismissive customer service. I wouldn’t return, and I would strongly advise prospective guests to consider this experience before booking.

DONT BOOK WITH THEM!

I made the mistake of booking with the free cancelation policy. After cancelling the booking i was still charged for one room despite me cancelling the booking in full. This is a scam! Do not book with them!

I’ve been in so much worse, this was bang for buck.

We stayed in a “Cocoon 4” at Tottenham Court Road underground zedwell hotel.

Good:
It was convenient, the room was simple and the beds were very comfy. The set-up was ideal for someone like me and my husband, who have twins. We took a bed each with a twin each, so no need to worry about cots or anything. No window meant to worry of them falling out etc.

Bad:
Ok, so it wasn’t the best cleanliness wise. The floor was grubby, there were crumbs on sides, the shower needed a good scrub and the sink needed as bleach. There was a loud noise when you flushed, that squealed for ages. You can obvs hear the underground which was fine for us because we sleep with white noise.

Overall - we have stayed in FAR worse for so much more money. Would it be a choice for a few nights? No. But for 1 night, a quick stopover if you will, yes perfectly fine.

I really enjoyed my stay at Zedwell Underground Hotel Park Lane. The room was very good, with a comfortable bed and a good shower, and the staff were helpful with both check-in and check-out.

For some unknown reason, I didn’t receive the original booking confirmation email. Getting my booking confirmed and obtaining the confirmation email and check-in details then took considerable effort, involving more than 30 attempts to make contact across WhatsApp, phone, email and Instagram. This caused unnecessary stress before travelling.

Once there, however, the stay itself was a delight.

They charge massively if you want to check in early. Staff are rude and the room quality was terrible - tiny room with to table. The lights in my room didn’t work either and it took maintenance 2 hours to come and fix.
I really would not recommend this - it’s already very expensive.

Avoid at all costs. Worst hotel experience ever!

When I arrived at the hotel, I was told that my room had been given to someone else and that no rooms were available. Despite this, I was still charged €141, which has never been refunded.

I have sent multiple emails requesting a refund, but have received no proper response or resolution.

This is absolutely unacceptable. Not only did they fail to honor my reservation, but they also kept my money without providing any service.

Terrible customer service, completely unprofessional behavior, and a total lack of accountability. It genuinely feels like they have stolen my money.

An absolute disgrace. I strongly recommend staying away from this hotel.

A room was not available in Knightsbridge despite me booking well in advance. I was not notified but had to wait until I tried to check in after a long and hard working day. I was told that I would have to get on a tube and go to their Piccadilly Circus hotel where my booking had been transferred to. No form of compensation was offered. No surprise when I got to Piccadilly Circus that my booking had not been transferred so had to spend 30 minutes sorting that out. The reception area is so impersonal. You are just faced with lots of check in consoles. The rooms are like glorified prison cells, but they are very quiet. The hotel has not even replied to my complaint despite a number of emails. Pretty rubbish all round.

Appalling. I am told I can cancel via webchat or WhatsApp. This is not the case. Both webchat and WhatsApp say that I have to email. No one is responding to my emails requesting cancellation. This feels like theft.

I actually wanted to give this a score of zero but I didn't get the option. Zedwell, or should we rename it Living Hell..hands down the worst accommodation experience I have ever had. I feel like I have been ripped off and conned into booking what was is a cleverly disguised backpackers hostel. They claim they offer the 'Japanese experience' of serenity.... no, they just give you a room without windows because it's cheap. No light, no cupboards, no drawers, no hairdryer, no toilet brush, no air, no staff and quite frankly no idea. Apart from this the reception area is barely represented with any staff and the check in experience, with no reception as such , is not unlike buying goods at a supermarket. What you think is a reasonable fee for the room when you book becomes an expensive nightmare, for every single thing you want requires yet another financial transaction. Imagine.... to leave your bags, it's fifteen pounds.... no, not for all your bags, per bag!!!!! The reception area is a dystopian, heartless, grey area full of people slouching and waiting to get into their room bc they can't afford to store luggage. Zero. Zero. Zero stars. A complete and utter rip off. Do not stay here!!!!!!

Booked a spot at the Leicester Place capsule hotel. They took my money, When I got there, there is a Zedwell door - to a building site. Security confirmed there is no hotel yet - but they took my money and no effort at contacting Zedwell works. I will have to claim this back from my credit card company. Disgusting scam behaviour.

We booked a "Cocoon 2" room expecting a clean, comfortable stay with soundproofing and climate control as advertised on their website. Instead, our stay was a complete nightmare.

The Good:
The night receptionist was polite and genuinely tried his best to assist us given the circumstances.

The location.

The Bad:
Hygiene & Pests: When we arrived at 11:00 PM, our room door was standing open. The room was dirty, the shower had visible mold, and the ventilation exhaust was covered in dust and grime. The bathroom drain smelled terrible and was infested with bugs. To make matters worse, I was bitten by something in the bed overnight, leaving a mark.

Climate Control & Humidity: The room was uncomfortably hot with high humidity. We were told handymen were working on the air conditioning overnight, but it never worked.

Zero Soundproofing: Despite advertised claims of soundproofing, we could hear everything: plumbing pipes groaning, footsteps upstairs, and neighboring toilets flushing.

Service & Facilities: Right off the bat we asked for a room change to shower and prepare for the day. We were told no rooms were open yet and were given no alternative facilities (shower/toilet) to freshen up. While one morning staff member was friendly, the other was dismissive and downright rude.

We had no choice but to check out early and pay for another hotel. We filed a formal complaint by email and received no reply- When we asked the front desk for a phone number to management, we were flatly told that email is the only option.

Do not be fooled by the website photos. Between the poor hygiene, non-functioning amenities, and total lack of customer support, this was an unacceptable experience.

**Update (2026-10-01): an answer was given in regards of forwarding my complaint further up the line for evaluation. Resulting in that one of the managers have been in contact with me, but stopped correspondence after my first answer and have yet to receive a reply. It has been over a week.

Bear in mind I paid about £450 for this experience.
Firstly, once you leave the stylish reception the place is like a dungeon/prison, everything is grey with white writing on the wall. It’s an absolute maze which I got lost in whilst initially trying to find my room. I whatssapped their customer team for assistance but still awaiting a response 2 days later. After half an hr of waiting I managed to figure it out myself. There is a lift to your floor then I had several stepped areas as if you were going to another floor to get to my room so it is not easy accessible for blue badge holders like myself, especially trying to drag luggage up and down these stairs. Must easy have been 40 in total between lift and my room. The rooms are bare, no storage at all just 2 coat hooks. No hairdryer ( you have to go to a beauty room which is miles away from your room unless your lucky, you can pay £10 if you want one in your room) the shower was great. The toilets are really high, I’m 5’2 and I had to jump up on to the toilet and couldn’t touch the floor by about half a foot. No kettle, no lamp, only a big light on/off and couldn’t find away to turn off the bathroom light so that was on 24/7. Wanted go gym to help me sleep as seen as there is also no tv but alas that’s also extra. I was awoken at 6.30-7am both mornings by consistent hammering and drilling which echoed all around my room and made it impossible to sleep. I don’t think I’ve ever had bags under my eyes before until now, I’m completely exhausted. I left my room to speak to staff in the corridors to see what is going on who just laughed at me and walked away without saying a single word back. Whilst stripping the bed I found a pack of fisherman’s friends under the sheet, leading me to believe they hadn’t changed the sheets before my stay and the corner of the duvet that’s been near my face each night is disgustingly dirty/stained, I checked out hours early even though I'm not travelling home until This afternoon- which will be almost a 6 hr journey whilst already fully exhausted. I feel more like I’ve tortured rather than relaxed I would not recommend this place if you want to rest.

Lack of organisation, after 2 months with them. Staff member was telling me I didn’t pay I was arguing about it with him when he realise that I was right he didn’t want to offer apologies. And when the manager of the hotel been invoked he did an infesfation (without asking me what happen) and told me to go while they received my money. I picked up my stuff and because they are not organised they forgot a bag I have to send them several emails to get it back. Now my perfume it’s still missing and it is a £300 perfume I got receipt and date to proof that I bought while staying with them.

Not that bad.... there is the minimum care
But it's cool, welcomed is nice and the location too. For a couple of days it's cool.

I have been trying to get an answer to my issues with Zedwell who refuse to honer a commitment made by the Night Manager, Michael.

See my latest mail:

I have to say that I am extremely disappointed with your response and with Zedwell’s continued refusal to honour the refund that was promised to me by your Night Manager at the time of my stay.

This matter has never simply been about a faulty air conditioning unit. My partner and I were required to spend one of the hottest nights of the year in a windowless capsule room with no functioning air conditioning. The room became unbearably hot, making it extremely uncomfortable and, in my view, wholly unsuitable for occupation. This falls well below the standard that any reasonable customer should expect when paying £228.74 for a night’s accommodation.

What is even more disappointing is that your Night Manager, Michael, acknowledged the seriousness of the situation on the evening of our stay. After confirming that the air conditioning could not be repaired and that no alternative rooms were available, he advised us that we would receive a full refund via Booking.com. We accepted this in good faith and completed our stay based on that assurance.

Your subsequent explanation that reception staff are not authorised to approve refunds raises a far more concerning issue. Either your Night Manager misled us by making a promise he was not authorised to make, or your organisation is now choosing not to honour a commitment made by one of its managers to resolve a service failure. Neither explanation reflects well on Zedwell or demonstrates the level of customer care I would expect.

I also note that Booking.com, despite not being responsible for the condition of the hotel or the service provided, has acknowledged the poor experience and has already offered a partial refund of £28.59. It is disappointing that the hotel itself has been unwilling to accept similar responsibility for the circumstances that arose.

The offer of a credit note or discount towards a future stay is not an acceptable resolution. I travelled to London specifically to attend Wimbledon and have no plans to return to London in the foreseeable future. A future discount therefore has no practical value whatsoever and does nothing to compensate for the experience we endured.

After several exchanges of correspondence, I am disappointed that Zedwell has failed to recognise the seriousness of this complaint or offer what I believe is a fair and reasonable resolution. Rather than resolving a genuine customer service issue, your responses have simply repeated the company’s position without addressing the fact that a refund was promised and that the accommodation provided was fundamentally below the standard advertised.

As we have been unable to reach a satisfactory conclusion, I now wish to formally escalate my complaint to your General Manager, Tasneem Buitendijk. I would be grateful if you would forward this entire correspondence, together with all internal notes relating to my complaint, for their personal review.

I hope the General Manager will reconsider this matter and conclude that honouring the refund promised by your Night Manager is both the fair and appropriate resolution.

I look forward to receiving confirmation that my complaint has been escalated and to hearing directly from Tasneem Buitendijk.

I stayed in Zedwell Underground to attend a work event nearby.
The location is great but the staff was unhelpful during check in and only one lift makes getting in and out somewhat time consuming.

I found the smell of the place to be unpleasant.

I let you do the math: there's about 100 rooms, meaning there's about 100 toilets. The plumbing is amazing, ok? Strong and powerful flushes. But you're still 5 floors below ground, the aeration system and the heavy deodoriser are no substitute for opening a window.

It will be a fancy fallout shelter but I don't plan on visiting again unless I need a fallout shelter.

No customer service. When trying to cancel a booking I sent a WhatsApp message (suggested method of contact by them) this was ignored. I messaged them via their chat service on their website, this was also ignored. I have now sat on hold for over 30min trying to talk to someone to cancel this booking. They clearly don't care about their customers at all. I feeling like paying extract to be able to cancel is just a con as they make it impossible to contact them. My advice is don't book with Zedwell.

Very disappointing experience. For a hotel room located four storeys below ground level, functional air conditioning is essential especially during the 35°C heat we experienced last week.
We arrived before the standard 3pm check-in, having paid an additional £40 for early access, only to find the room temperature at 28°C. I raised this with reception immediately, as we needed to get ready for an awards ceremony in suits, and the conditions were far from suitable.
Despite reporting the issue multiple times, it was never resolved. As a result, I had one of the worst nights’ sleep due to the lack of ventilation and the uncomfortable heat.

The hotel was the Tottenham location.

Red weather (heat) warning issued by the government. My event cancelled and travel disruption, this rubbish company refused a refund.

Avoid like the plague

Room was filthy, including towels which were stained. Hotel staff couldn’t care less. Complained after my stay and the only thing they were willing to offer was 20% off another stay… you couldn’t pay me to stay there again. Only thing going for it is location. But to have to pay £185 for a filthy little box with no amenities is ridiculous. It was the only place I could find for a work trip that was anywhere close to budget and near the location required.