Second Nature Chiswick

My stay at Second Nature Chiswick was extremely disappointing, mainly because of the poor customer service. From the moment I arrived, the staff came across as unprofessional, with an attitude that was completely unacceptable for a hotel. There was no warm welcome, no friendliness, and no effort to make guests feel valued. Instead of acting like hospitality staff, their behaviour was intimidating and gave a very poor first impression. They also failed to explain any of the hotel's amenities or facilities, leaving guests to figure everything out themselves. The room itself was modern, clean, and well presented. Unfortunately, the bed completely ruined the experience. The mattress was rock hard and felt like sleeping on a board, making it almost impossible to get a comfortable night's sleep. Another issue was the housekeeping. I was told my room would be cleaned at around 2:00 pm, but housekeeping didn't arrive until 5:00 pm. Having to wait around for three extra hours was frustrating and showed a lack of organisation and respect for guests' time. One positive is the on-site laundry room, where you can wash and dry your clothes for a very reasonable price. What completely crossed the line was being woken up at 11:30 pm and told to move my car from a disabled parking bay, despite my Blue Badge being clearly displayed. I was told the space was only for drop-offs and pick-ups or for doctors' and electricians' vehicles using the site. However, there was absolutely no signage stating this anywhere. If that's the policy, it should be clearly displayed instead of disturbing paying guests late at night. I raised this issue with the manager, but it was simply brushed aside. No apology, no solution, and no attempt to address the situation. That says everything about how this hotel deals with customer complaints. The hotel itself has potential because the rooms are modern and clean, but it's being let down badly by poorly trained staff and poor management. Hospitality is about making guests feel welcome, respected, and looked after, and sadly this hotel fails at the most basic level. I would not stay here again or recommend it until the customer service improves significantly.