Z Hotels Reviews 

Hello I would like to make a complaint regarding our stay on July 3 at Z hotel Holborn. The room did not meet the specifications of the room we chose. For example, we chose a room with window (on the photo you could see it near by the bed) but what we had was a window hidden in a small corridor behind the bathroom, where we couldn’t even go because to narrow. In addition, I was asked to pay an extra charge for a second person when checking in, even though I had clearly indicated that there would be two guests when making the booking on your website because I also booked for 2 breakfasts. So I had to pay for another stay and another breakfast (unexpected 28£ to pay extra). Maybe it’s a trap to make it look cheaper for you to get new clients, and if so, i find it really disappointing to start a stay in that way, I won’t recommend your hotel. Overall, the experience was far below our expectations, and I would therefore appreciate a commercial gesture or some form of compensation from your side. As your website does not seem to allow me to attach files, I can send you photos and screenshots supporting the different points mentioned above, should you allow me to do so. I look forward to hearing from you. Kind regards,
Anthony

Booked accessible room at week before my stay. On arrival I was told my accessible room was on second floor and no working lift. No accessible or standard rooms available with step free access. Yet rooms are being advertised as accessible. A disgrace.

Unreasonable and inflexible customer service

I made an honest mistake with my booking dates, confusing how long my mother was staying with me, and tried to amend the reservation from 3 nights down to 1 night. I was fully willing to attend and pay for the first night. While I understand hotels often have strict 24-hour cancellation policies for the immediate date of arrival, I was only asking to cancel the subsequent nights, which were well outside that 24-hour window.

​Despite this, the hotel rigidly upheld their policy for the entire block and charged me the full amount (£168.67) for nights I will not be using. The complete lack of common sense, empathy, and refusal to offer any flexibility or future credit made for a deeply distressing experience. I expected much better customer service and understanding from a city centre hotel.

The Good: Clean. Courteous staff
Comfortable beds

One of few hotels offering 2 beds in a single room in London (not a cot). We booked the “Family Room”

The Bad: Tiny 2 story family room where 40% of room area is made up of stairs to upper bed

The Ugly: Not for vacationers! 1 person: OK. 2 persons: a challenge! 3 persons: Impossible!

Arrival. Lift to 3rd floor, then down 8 steps, then up 3 steps with luggage. Brutal! On every floor the elevator stops on a half floor requiring steps to your room. Use a porter should you decide to stay here. If you have small luggage, it’s easier.

The room: Minimal floor space. Challenging to get passed each other to navigate room with three people

No seating other than a small stool that is always in the way

No drawers. No closet. No place for clothing. No furniture. No luggage racks.

Suitcases needed to be opened on the floor to access clothing, making maneuvering more challenging.

One set of shallow pegs for hanging clothing, that overlap. Nearly enough for 5 garments.

There is space on the on both floors for them to have added closets, but there are none. Not even hooks on open wall space. Twenty Two steps up to the loft area with the second bed with two turns.

Smaller than the smallest cruise ship cabin

Small desk filled with coffee set up. I had to move it under the bed just to accommodate cell phone charging and personal items etc

Needed to use staircase and window sills for shoes and other storage

Bathroom 3 x 2.5. Tiny!
One bathroom hook to hang wet towels. Nearly enough room for a single person. Will not accommodate a large person (250 lbs or more)

Bathroom shelves were filled with towels and extra bathroom tissue leaving no space for personal items.

Shallow space at faucet in corner of sink. You can just about get your hands under it.

Insufficient lighting in bathroom to do anything. Walls are black making it even darker.

Light switches handle both floors. You can’t light certain areas without lighting both floors. Tough for anyone sleeping late on the alternate floor. Light switch wars!🤪

Room is bad for families. Hardly enough room for one. Beware! This hotel might be good for a single business traveller or back packer. Thats about it. Even this “family” room was difficult for more than one person .

Myself and my 10yo daughter have just come back from an overnight stay at the Z Hotel, Leicester Square in a family club room. Location was perfect, right in the heart of the city only 2 minutes from the Underground, 2 minutes from Trafalgar Square and 2 minutes from Leicester Square. The room was small but shaped so that we each had our own area which worked fine. Everything throughout the hotel was clean and tidy so no issues there.The staff were fantastic, helpful and enthusiastic and all smiles. Breakfast in the basement restaurant was good and not rushed. I cannot recommend them enough and hopefully will be returning.

We stayed at Bath location,room was the size of a cupboard-shocking! the mattress dipped, the bed wasn't made neatly, most of the sheet was on one side of the mattress and just placed on the mattress near the wall, no window., couldn't face staying the 2nd night - got an evening train home.
No cooked breakfast, when we went to the breakfast bar at 7.45 am to see what was on offer the coffee pot and orange juice was empty and a spoonful of fruit left - not worth what is charged for a breakfast.
The only positives - the staff were very friendly, and happy, also location.

Stayed in the Z hotel Liverpool in March staff friendly, room clean.
What they didn’t tell us that they only clean the room and make the beds every other day so 2 tea bags, 2 coffee bags and 2 milk sachets has to last 2 people 2 days, no chance luckily I had brought some with me.
Bed hard, room freezing and the bottle near the wash basin was not hand,face or body wash no it was shampoo.
Also two people staying why not 2 chairs?
Very disappointed and as we go to Liverpool quite a lot believe me I will not stay at this hotel again.

Z hotels Liverpool. A member who has stayed over 80 nights.

Yet the manager lies, does not know how to treat guests. And leaves you without a booked room and on the streets.

I stayed at the Z HOTEL STRAND for the 8th time on 26th February 2026… The reason I go back is not only because the location is perfect & the hotel is lovely..it’s the wonderful staff! Nothing is too much trouble and they are always so warm & welcoming! I’d mentioned it was my friends birthday to see if an upgrade was possible, they made her a little birthday cake from waffles & gave us a cocktails each…above and beyond every time..FANTASTIC

Stayed in the Z SoHo for 2 nights in January with my husband as we were going to Ronnie Scott’s literally round the corner. Booked room with a window, we knew that it wd be small, very comfy bed, great shower, tea/coffee/wine available in cafe downstairs, we didn’t need anything more. We only had hand luggage. Excellent staff, would not find better in a top class hotel. Special mention to Viktor, beyond helpful, super nice guy! Would stay again.

Room too small. Wine and Cheese disappeared after first night. TV programmes archaic or non-existent

I had a wonderful stay at the Z Hotel in Bath in October this year. Fantastic service from start to finish.
Also had a lovely conversation with Norge who works there who provided a great insight into how well Z Hotels look after their staff. This makes sense as content staff members are best positioned to deliver an excellent service. Thank you Z Hotels!!

Good points: The staff were helpful and friendly. The breakfast was nice, and so was the food we had from the limited bar menu. The location is good. Clean linen on bed and clean towels.
Not so good points: The room was small. The toilet was 2ft away from the bed. The bed was pushed up against a wall so I had to climb over to get in! No wardrobes, only 4 hooks sticking out of the wall and four hangers. No drawers, we had to leave our things in the case. No safe. The room was very tired and the bathroom, especially the toilet wasn’t very clean. Air con very noisy all night, even when turned off. Such a shame as the staff were all lovely. We would not return 😢

I’ve stayed here (pre-booked) 3 times this month. Claustrophobic rooms - even the largest ones are not being enough for 2 people. Collapsed hard mattresses. Sinks that don’t hold water. Dodgy power points. Blinds that won’t close. Bathroom door falling off. No tea / coffee (supposed to provide). Variable customer service (lots of staff socialising, not much work getting done, some nice but some rude). No flexibility to move or change bookings - inhumane.

Stayed there for one night on the 16thJuly 2025.
Our air conditioning wasn’t working we call for help with it no one bothered to come.
The shower just leaks into the room very bad design and a hazard if you have a disability also the shower sink and toilet are enclosed with glass so a great surface to land on if you slip over due to the water from having a shower.
We had mobility issues there is a disabled platform at the entrance. No one bothered to even show us how that works. As we struggled with our walkers up and down the stairs at the entrance.
The banging breakfast well I’ll let you decide that for yourself but their banging isn’t exactly my idea of a banging breakfast.

I stayed at the Soho Z Hotel for three nights, shelled out £780 for the privilege, and left feeling completely ripped off and exhausted.

Where do I begin? The shower ran cold, constantly — no hot water at any time of day. But even that was a treat compared to the unrelenting sound of flushing water and sewage pipes echoing through the walls at all hours of the night. Sleep? Forget it.

As if that wasn’t enough, I was “greeted” each morning before 8am by ear-splitting drilling right outside. Thanks for the unsolicited wake-up call.

I raised these issues with reception multiple times, and was met with indifference and zero effort to resolve anything. No apology, no action — just blank stares and a clear message that they didn’t care.

And as a final insult, there was no room refresh during the entire stay — not once. For £780, I expect at least clean towels and a bed that gets made.

This place is a total scam dressed up as boutique. The only thing stylish about the Soho Z Hotel is their talent for overcharging and underdelivering. You couldn’t pay me to come back here

DO NOT GO HERE! CRIMINALS! My bed stunk of urine. The shower was freezing cold - no warm water. When I complained the staff not only denied it and did nothing but were rude, unprofessional, lied to me multiple times - literal cowboys. This place should be shut down and its staff change career

If you want to hear cascades of water from other bathrooms or the rumble of the tube trains stay in room 717 although I imagine all the basement rooms sound like they are flooding. TV did not work either. There was a overhang over the bed so very clostrophobic.

We were given the key to room 344 which had another person staying in it. We went back to reception who didn't seem concerned and gave us a new room 325. That room was grim. The blinds didn't work. The air con broke on the second night and we overheated. Generally very poor service. We stayed in the Bath location