Unfair and bad treatment during tough time
We booked a room when Superstorm Sandy knocked out our power in our apartment downtown. One day after checking in, the hotel itself lost heat and hot water. We could have just stayed in our apartment! But the hotel refused to let us leave without charging us for the next night and also (at first) did not offer any price break or other concession for operating without heat or hot water. I recognize that this was not their fault, but of course, we would never have agreed to stay there if we knew they would freeze us out and we wouldn't be able to shower. Eventually, they agreed to a small price break -- after lots of discussion and negotiation. Other hotels in the area, we have heard from friends, didn't charge for the nights when they had no heat or hot water. The London put up a fight to give any price break. Shame on them.