Serpentine Gallery Tours

I booked a room overlooking the trees, as shown on Expedia, for nearly £300 a night to celebrate our anniversary. Instead, I was given the room shown in the attached photos. To say I was disappointed would be an understatement. The moment I saw the room and its “view”, the mood of our anniversary was ruined. This was not what I had booked or expected to receive for nearly £300 a night. When I questioned the view, I was told that it was the only room available and that I would have to pay extra for a better view. No apology, no attempt to resolve the issue — just pay more. Only after I made it very clear that I was unhappy was I eventually moved to another room, which was only slightly better — overlooking the car park. I also asked for my concerns to be passed to the General Manager, but despite following up, I received no direct response. The irony is that the building itself is beautiful, the food was good, and the waiting staff I encountered were generally pleasant. But the room allocation and, even more so, the way my complaint was handled were deeply disappointing. It left me wondering what exactly I was paying nearly £300 for. For an anniversary stay, the experience should have felt special. Instead, the first impression of the room immediately took the enjoyment out of it. Sadly, the experience did not live up to the setting or the price. I wouldn’t choose to stay again, and I would not recommend it to anyone.