Millennium & Copthorne Hotels Opiniones 

Confusing signage, rude staff, and a manager who never accepts responsibility

I've attended events at this hotel several times over the past two years, and on every single visit the car park terms have been different — sometimes free, sometimes standard hourly rates, sometimes pay at reception. There has never been a consistent policy, which is confusing enough on its own, but this time it was made considerably worse by the signage in the car park itself.

Multiple signs, positioned close together, gave conflicting instructions. Some said to enter your registration at a point in the car park; others said parking needed to be validated at reception; another referred to parking being discounted for hotel guests or anyone "using the hotel facilities," without any real explanation of what that meant. I don't think this was designed to deliberately mislead people, but the practical effect was that nobody I spoke to, including other guests at the same event, had any idea what they were actually supposed to do.

When I went to reception afterwards to ask how to pay or validate my parking, a female staff supervisor (blonde) and a male duty manager (short, dark hair) were dismissive and confrontational, telling me parking "would never be free" when I simply explained that on a previous visit it had been. I made clear I wasn't lying and was happy to pay — I just wanted clarity, given how inconsistent both the signage and my past experiences had been. I was directed to an iPad showing a £6 overnight guest rate, despite being there only twenty minutes, and told a cheaper hourly rate was available "on the website." There's no mobile signal anywhere in the hotel, so I had to go back out to my car to try and load it. When I eventually did, there was nothing about parking on the site at all, and I had to go back to reception a second time, where I was then told it was a third-party system with "nothing to do with the hotel" — something I had no way of knowing beforehand.

When I mentioned that other guests at the event were also struggling with the same thing, I was told, in a flat, dismissive tone, that "some people just get on with it." When I said I found that rude, I was told it wasn't rude, it was "a matter of fact."

Reading back through other reviews here, I've noticed a clear pattern: Nicholas, the Operations Manager, replies to almost every piece of negative feedback without ever once accepting any fault on the hotel's part. At this point it's almost comical how consistently every complaint gets deflected rather than addressed.

Confusing, contradictory signage combined with rude, condescending staff and a management style that appears to take zero accountability is not what I expect from a hotel of this standing. A formal complaint has been raised directly with Millennium Group, and separately with Trading Standards regarding the misleading car park signage. I won't be returning, and would think carefully before booking any Millennium property based on this experience.

The worst experience I had in April 26 at Copthorne Tara Kensington. Had booked for 1 day for my birthday. The AC failed, we had someone come over, hit some panels and leave. The entire night it was hot without the air-conditioning. When checking out was assured with great empathy by the duty manager that my issue will be addressed and I will be compensated. I was asked to lookout for the email Nothing happened. Extremely poor service. Never again will I book. The standards has deteriorated over the years.
Booking reference: 42D63F05E

This is for Millennium Copthorne Hotel Dubai Airport …

If there a minus figure I would put that ..

Please avoid this place at al costs .

Not front desk team. but those that support front of house were rude and aggressive.

Best guess taking tips from other people so elevating them to queue jump.

Room was dated and appalling , so my guess only used by delays with the airlines .

See my view. Which I was told in advance would be lovely room and a double to celebrate our anniversary.

Still trying to upload photos, twin and add shoddy.

Food was cold and shocking with limited choice’s away from curries very limited. Even my partner refused to eat.

Place is badly run with no senior management on show and reception in chaos.

Do not stay here .

Have outlined all concerns to head office, but expect no response.

Even since returned have now got bites, which were not there before stay.

Copthorne Tara Kensington. 4* hotel. Club room.
Lobby was sparkling and attractive, but that is just to pull you in and commit to your booking.
The hallways along the room had torn carpet with old gaffer tape holding the edges. The wall where the TV was, had been repainted but only about 6ft wide in the middle, with roller edges.. and in a different colour to the original wall. Room was small, carpet looked like it was put down in the 1970's. One of the drawers fell apart. Food prices were ridiculously high for a mediocre burger and chips (£22) and a chicken and chips (£24) Bed was not particularly comfortable. I have stayed in far better 2* hotel rooms.
Every member of staff had a different instruction about what was included in my club room. NOTHING was allowed to be charged to the room.
I will NOT be returning.

Fraudulent and illegal charge on my credit card Millenium Hotel Broadway New York

I stayed 3 nights at this hotel, the reservation had been paid in full via booking.com 3 days before I checked in.

The front desk wanted a credit card to charge a deposit which I passed over, trusting the process.

A month after my stay there was another charge for the 3 nights stay (a little higher) this time. I challenged the hotel straight away and I was told incorrectly that booking.com has cancelled the reservation, that’s why I was charged again?

Then for 5 weeks the hotel ignored any of my attempts to obtain a refund. My bank were unhelpful, booking.com very slow.

Then to add insult to injury, I was abroad and 2 further charges of the same amount were charged to the same credit card, taking me to my limit.

I had to pay the second charge in full due to the hotel ignoring my request for a refund, eventually after many months booking.com refunded me the double charge, I lost out slightly due to the exchange rate.

The hotel continue to ignore my request for a reason why I was charged the 2nd and 3rd time. At one point, Rackee in the accounts department was going to compensate me, however then changed his mind .

The worst part of this awful experience is being ignored by the hotel time and time again

In 2026, a refund to an illegal charge should take no more than 7 days to reverse.

Do not trust this chain, stay with another company.

No one should have to go through months of stress for a situation like this.

tks so very much to Maaz from group reservations/Copthorne Tara Kensington in London, for the great work and the kind/determined/professional and punctual approach. In checking hotel availaibility in London today for today, he's been the only one that took things at heart and made the extra effort to solve.
Staff from some other hotels were embarassing.

I stayed at the millennium Central downtown as I was having cancer treatment I had to get my own toilet paper get my own cleaning supplies because the hotel was incompetent of cleaning, the management is very poor customer service is extremely poor they do not care about customers. You complain it falls on deaf ears a pathetic excuse of a hotel do not book one of the worst hotels I've ever stayed in by far when I asked to check out early to get a refund it took them over two months to reply after I've already checked out. The hotel is disgusting and dirty. The bathroom looks like it's never been clean since it was put in bedding is all torn and dirty ironing board is broken overall very very dirty and disgusting customer service you might as well go to India because none of them can speak English

I rarely leave negative reviews, but this has genuinely been one of the most frustrating and disappointing customer service experiences I have ever encountered.

My family and I booked the Copthorne hotel Slough, specifically because it advertised a swimming pool and sauna. These facilities were a major factor in our decision to book. After paying in full and receiving confirmation of our reservation, we were informed that both the swimming pool and sauna would be unavailable during our stay.

This was extremely disappointing, but despite feeling misled, we decided to proceed with the booking.
Shortly afterwards, our eight-year-old son suffered a serious accident and broke his arm in two places.

Following medical advice, we were informed that he would be unable to travel for several months. As soon as we knew this, we requested what I believed was a very reasonable solution: simply moving our booking to a later date.

What followed was days of being passed from one department to another with nobody taking responsibility.

Hotels.com told me to contact the hotel. The hotel told me to contact Hotels.com. Hotels.com emailed the hotel manager multiple times and received no response. Hotels.com then attempted to call the hotel directly and reportedly received no answer. I contacted the front desk repeatedly and was told the manager would deal with it, yet nothing happened. I even requested to speak directly with the manager but was never given that opportunity.

Throughout this entire process, nobody appeared willing to take ownership of the situation or provide any meaningful assistance.

What makes this even worse is the complete lack of empathy shown towards our circumstances. We explained that our son had suffered a serious injury and offered to provide hospital documentation and X-rays as evidence. None of this seemed to matter.
What should have been a simple booking amendment has instead become an exhausting battle that has caused unnecessary stress during an already difficult time for our family.

Even now, after numerous phone calls, emails, promises of responses, and repeated attempts by both ourselves and Hotels.com to resolve the issue, we still have not been able to move our booking.

On 9th January 2026, I booked 2 x single rooms at Salford for the night of The Big Push concert (May 29th) for myself and my adult son. As part of that booking, I took out cancellation insurance.
All through StayForLong Hotels.

A week before the concert, my son broke his tibia, fibula, and totally dislocated his ankle. They were all pinned, but he was told he could not be weight bearing.
On 22nd May, as per StayForLong's insurance, if I was claiming a refund on medical grounds, I had to supply medical evidence.
So I attached a copy of one of my son's X-Rays.
Also on 22nd May, they replied that they had received it, and
"Due to increased volume, we might take a little bit longer than usual to answer your email, please rest assured that we will get back to you as soon as possible."
And I have heard nothing since.
No refund, despite the cancellation insurance.

You can decide for yourself if you want to risk booking a room with this company (Copthorne Hotels).

Stayed at your slough branch whilst visiting with family. Friendly and helpful staff on check in, talked us through everything and then we went up to our room, clean tidy and cool, which in this heat was a blessing. Had no issues and would definitely return again

I've stayed at this hotel more than once! This time I booked nine nights, and the order showed check-in at 11 am. I arrived at the hotel four hours early, but they made me wait until 11 am to check me in. I couldn't speak the language and they even mocked me! This hotel isn't worth staying at multiple times! I will never patronize your business again! The tables were covered in rubbish! What a disappointment!

On 26 march i stayed at the Millenium Roissy CDG.I booked one night reference 421711759;Price 87.13 euros.The room that was given to me had NO working television and no telephone.I had to return to reception to speak to someone.
A technicien came to try and fix the problem at 21.00hrs all in vain.
I am rquesting a full rebate for this room.

Booked on 21st February for a spa day today 21st April to arrive to be told no booking! Despite us having evidence of this. Simply not good enough when travelled all the way from Birmingham and the only compensation offered was told to return another day. No managers available until Monday in order to make a complaint. We booked an annual leave day from work so have lost a day’s pay as well! Shocking customer service! Who doesn’t have a manager on site?

Awful
Im claiming money back from bank due to not fit for purpose . Room window didnt close and thats because it was a hundred degrees in there. You wouldn’t leave a dog in that heat. My daughter felt sick.

Absolutely awful experience men hanging around outside very intimidating.
Curtains hanging off worn carpets bathroom disgusting dirty broken parts toilet didnt flush properly. Paid £226.80 not even worth half that and plus parking.
Do not recommend. Even review response back just said usual sorry they will look into it- no compensation. Then other reviews stated negative too clearly not taking any action at all

I had a terrible stay at their Chelsea Harbour hotel. Harassed by the staff to leave just gone 11am even though our reservation email said check out was 12. Reception just shrugged "were not charging you extra"! Rooms unclean, sink cracked, windows so dirty you can't see out, wardrobe broken. Facilities at pool did not work. Breakfast a shambles, no cutlery, no coffee and harassed to leave at 10:25. I have asked for a refund but they refuse, telling me I am in the wrong, firstly because although the email they sent me says 12 somewhere on their website it says 11 so they have the right to hassle me. As for the other matters they view these as acceptable for their hotel. So if you, like them, think unclean rooms with broken sinks and wardrobes is acceptable, then its ideal. If on the otherhand you have some sanity, for goodness sake don't stay.

The bar staff need retraining in the Gloucester Road hotel

Chelsea Harbour Hotel

Don’t join membership scheme and amass points as you are provided with a sub standard room.

Copthorne Cardiff
All staff were lovely and friendly. Breakfast was excellent. Hotel spotless. Bar food tasty. Great stay, excellent value!

Not a hotel that cares about its customers Heading back to the Copthorne Newcastle for yet another visit, to spend time with my family who I meet every year. It’s a shame that a hotel that “could” be amazing is actually awful. My sisters paid for the executive suite last year which was disgraceful. There was dust everywhere and what furniture wasn’t stained or damaged. Was old fashioned and very depressing. She even found a half eaten chocolate stuck to the side of the bed.
You’d think the prices they charge, they might plough some of the money back into making the hotel presentable.
My sisters pays for my visit for my birthday. And with her being from the center of London, where hotels are ultra expensive. Trying to explain that the Copthorne are taking her eyes out without sounding ungrateful. Is very hard. My sister loves the fact the hotel faces the River and the views looking out the windows are lovely. So I just have to endure this hell for another week.
Now to the absolute nerve of the Copthorne to charge paying customers £12.50 for 24 hours parking is disgraceful. When they should really be allowing free parking for people who pay to stay at there hotel.
I will be taking photos this year and will make a point of going out my way to report this hotel.
If Copthorne wants to offer a basic/budget hotel. Then they should charge customers accordingly