More contact info

More contact info


 UK: 020-3287-0018

 USA: (347) 389-0019

 AUS: (02) 8006 1052

 SKYPE: hotel-assist



 EMAIL: reservations@london-hotels.co.uk

 For existing bookings please refer to your confirmation email for contact details

The Metropolitan 18 Pounds offer




London-hotels.co.uk statement


In view of all the social media activity involving  the mass 18 pounds per night bookings at the Metropole and Halkin Hotels in London, we would like to run through the events of January 7 – 8, 2013 in chronological order so everyone is aware of the facts from our side.


On the london-hotel.co.uk webpages for areas and districts we state the lowest price available in that part of London for both single and double occupancy.


On the evening of the 7th, we noticed that for central London we had a low price of 18 pounds for The Metropolitan Hotel.


Knowing this to a 5 star, we questioned it with our coders and they confirmed it was not an issue within our system.  They also informed us that the 18 pound rate was bookable via booking.com direct ( we did not check this so can not confirm whether correct or not)


At 21.43 (CET), we made a test booking which was successful however the terms and conditions did not allow us to cancel it.


At this point we had two thoughts:


a) It was a promotional offer for what would normally be a quiet night

b) Booking.com probably only had 5 rooms on allocation so the maximum “damage” would be 5 rooms at 18 pounds.


At 22.33 (CET) the first booking arrived followed by 4 in the next hour.


At 22.55 We picked up on the increasing chatter volume on social media and on moneysavingexpert.com


At 23.30 (CET) the bookings started coming in at a rate of one every two minutes and we even had warnings that the server was under pressure.


At 24.00 we decided to try to block the bookings:

  • We contacted the Duty manager at the Metropolitan and informed them in no uncertain terms of what was happening.  We advised them to either amend the price or cancel the availability
  • We emailed Booking.com in Singapore hoping that they would be just opening and could resolve it from their end.
  • We telephoned Booking.com and spoke to a help desk in the USA and warned them to stop the feed

At that time of the night we had no way to disconnect our page feed to prohibit the price being accessed


During the night we took 104 bookings.

5 at the Halkin

99 at the Metropolitan


At 10 am on the 8th, Booking.com disconnected the price feed for the two hotels.


At no time did the hotel or Booking.com make an attempt to contact us despite our communications, so we removed the entire Booking.com feed to our websites on concerns that the issue may reappear on other hotels.


It was at that time that we realised that the two hotels were part of the same hotel group and it was therefore a fair assumption that the issue was down to the group rather than London-hotels.co.uk or Booking.com.


The rest is history:

you all received calls / emails as follows:


Thank you for choosing Booking.com.

I am contacting you with regards to your reservation number 634674280 at The Metropolitan with arrival date 1st – 2nd January 2013.

Please, be kindly advised that we have just been contacted by the Revenue Manager at The Metropolitan and they informed us that the rates of your reservation, i.e. GBP 18 per night, are unfortunately incorrect and cannot be accepted. The hotel has advised that this discrepancy comes as a result of a system error that had occurred at the time your reservation was made.

Please, kindly note that our co-operation with The Metropolitan has resulted in the hotel agreeing to offer you a compromise rate of GBP 149 per night, room only, exclusive of VAT – fully pre-paid, which is lower than the correct standard rate for this room type and dates.  Alternatively, the hotel would accept cancellation free of any charges.

We would appreciate it if you could inform us at your earliest convenience of whether you wish to accept the offer made by the hotel, or whether you would prefer to cancel your reservation without penalty.

In the meantime, please do not hesitate to contact us, should you wish to discuss the matter further, or if you have any other questions.

Please, do accept our most sincere apologies on behalf of the hotel for any confusion and inconvenience this matter may cause you.

Once again, thank you for choosing Booking.com.


At the time this statement is made (20.45 CET), of  the 104 bookings we received only 4 have cancelled.


In our opinion:

The hotel group should be man enough to stick to the bookings.  If went into a shop and bought a chocolate bar, would the shop be correct in asking for more money the day after ?


It appears to be the hotels fault, they should accept the consequences



London-Hotels would like to hear your comments on this matter so it of use to others


We thank you for any contributions


Update at 8pm Jan 9:

Private message from Como:

COMO Hotels

Metropolitan by COMO, London is looking forward to welcoming all lucky guests who have already booked their stay for Jan 2014
06:47 PM – 09 Jan 13

Not sure what to make of this – will update when we know more


Update 2230(CET)  Jan 9:

email to Booking.com

Thank you for your communication

We received this message from Como direct which tends to indicate that they are now accepting the bookings.
Can you confirm this to be correct?

Private message from Como:

COMO Hotels 

Metropolitan by COMO, London is looking forward to welcoming all lucky guests who have already booked their stay for Jan 2014
06:47 PM – 09 Jan 13



Jan 10, 13.18 (CET)

Bookings at the Met are being honored and in our opinion thats very good of them.

I for one will review the hotel – hopefully favourably and post good comments

You also have the opportunity to change your dates


As we advised you previously, The Metropolitan London had informed us they were experiencing some technical issues which were the cause of the rates for your desired dates being loaded incorrectly.

After further investigation and analysis of the situation it is our pleasure to inform you that your reservation at the Metropolitan London will be honoured as originally confirmed, at the original rate of GBP 18 per night (including VAT, room only).

Further to this, we are pleased to offer you the flexibility of changing the dates of your stay to run from any date of arrival from the 11th January 2013, through until your current date of arrival, at the original rate of GBP 18 per night. If you choose to make these changes, this would be subject to availability at the discretion of the hotel, and the number of nights must remain the same as per your original reservation.

We would appreciate it if you could contact us at your earliest convenience, should you wish to take advantage of this offer.

We would like to offer you our sincere apologies for any confusion or inconvenience this matter has caused you, however our co-operation with The Metropolitan London has resulted in an outcome in which we are delighted to present to you.

Once again, thank you for choosing Booking.com and we sincerely hope you will give us the opportunity to serve you again in the future.



On behalf of all bookers, we would like to thanks Booking.com and Como Hotels for their kind offer


8 Responses to: The Metropolitan 18 Pounds offer

  1. 18crew says:

    I have a confirmation from yesterday morning around 6:40 for one room for two nights – no further contact has been made.

    I am also of the opinion that they should have the good grace to “suck it up” and accept the free positive advertising which they will get by making the right announcement!

  2. 18crewmember says:

    I want my room which I have a confirmation booking for at £36 for 2 nights. It says I cannot cancel so I am not letting the hotel cancel. No email or telephone call so far.

  3. Kiwi says:

    Same here – it seems that The Metropolitan and Booking.com were both made aware of the price hours before I booked; I have no intention of cancelling. Money taken at time of booking, with text saying that cancellation wouldn’t be possible! No emails yet, I’m going to wait it out.

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