Hotel Riu Plaza London Victoria · London

I did not stay at this hotel and, after this experience, I never will. On Christmas Eve at around 3:00 a.m., I found myself stranded in London with a completely dead phone, no access to transport, payment, or communication. Most places were closed, including the nearby train station. In genuine need of help, I approached the Riu Plaza London Victoria simply to ask whether I could charge my phone for a few minutes. The hotel was locked. A porter came to the door, and after I explained my situation, I was told “it’s not allowed” and the door was closed in my face, leaving me outside in the cold with no means of contacting anyone. I fully understand that hotels are not obliged to admit non-guests. However, there is a reasonable expectation of basic duty of care and human decency — particularly when someone is clearly vulnerable and requesting minimal assistance that poses no risk to the property or its guests. This situation could have been handled with basic compassion and common sense. Instead, it was met with complete indifference. For a hotel operating under an international brand, this was deeply disappointing and reflects poorly on its values and approach to hospitality.