lockeliving.comReviews of lockeliving.com

Service charges appear to be applied arbitrarily. I am a regular here, and when I visited last week for eat-in breakfast, no service charge was included on my bill. However, on my recent visit, customers ahead of me ordering eat-in items were not charged a service fee, yet one was added to my bill. When handed my receipt, I explicitly noted, "Oh, there is a service charge?", to which the staff member simply smiled and walked away without answering. Simple requests were equally frustrating; getting napkins took multiple requests and a long wait because staff kept forgetting. When I raised this with management, their solution was for me to physically return to the venue to collect a £2.63 refund. As a local regular, this isn't about a small refund—it's about fair, transparent billing policies and basic attentive service. I expect better consistency from the Locke brand.

The absolute most horrendous stay I have ever had at any Locke property. I submitted a complain via e-mail and have been ignored for almost two weeks now. I then contacted them via Instagram and was told I already spoke with the manager at the Bermonds Locke in london. To this day I am justified a partial refund for what many would consider terrible conditions at a four star hotel.

I stayed at Locke at Broken Wharf in June 2026 and am leaving this review after a formal complaint was ignored. The issues during our stay were as follows. The room was described as having a possibly frosted window; we were given a room with a window facing an internal wall — no natural light, no ventilation, not openable. The in-room climate control panel gives every impression of being functional, but AC is in fact controlled centrally by reception — something not disclosed at check-in or indicated in the room. The system resets periodically overnight, waking us from the heat on more than one occasion; each time we had to physically go to reception, as there is no in-room phone. The kitchenette microwave appeared to run but produced no heat; reporting this was met with scepticism and a suggestion I watch an instructional video, despite having already consulted the manufacturer’s manual. An extra duvet request resulted in a mismatched single duvet in a double cover being delivered. When I raised my dissatisfaction at the end of the stay, I was not given the opportunity to speak with anyone about it — I was handed an email address and told to write in. I did so, with a full account of the above. I have received no response. It has been almost a month. What concerns me is not just that things went wrong, but that several issues stemmed from inaccurate or misleading information, that staff responses throughout were reluctant, and that the hotel’s own complaints process has produced complete silence. I’d encourage prospective guests to ask specific questions before booking about room aspect, ventilation, and how temperature is actually controlled — the in-room controls are not what they appear.

Tried to pay for the room through Booking.com, but transaction did not complete due to an error. Selected the payment transaction again, and both were processed, creating duplicate bookings. I informed Turing Locke, who said they were unable to reverse the duplicated transaction, and to contact Booking.com. Contacted Booking.com who said they had to request the transaction reversal from Turing Locke. Neither Turing Locke nor Booking.com are taking responsibility, thus I have paid twice for one room, doubling my costs. The credit card provider also make it difficult to raise this chargeback issue without confirmation of the issue from Booking.com who point the issue at Turing Locke, who won’t reply. If you dont want to be out of pocket, do not pay in advance for a room at Turing Locke.

horrible hotel, no cleaning, they dont change bed. rude staff. stayed at locke de santa joana lisbon

I had an absolutely awful experience with Leman Locke in Whitechapel. At around 11:30pm on my first night, I found a bedbug crawling on me while sitting on the couch, my suspicions confirmed by Google Lens. I later saw more—one on the bed pillow and another in the bathroom, so it wasn't just lost. I went straight to reception expecting them to take this seriously and help resolve it. Instead, I was told the hotel was fully booked, their other locations were also full, and there was basically “nothing they could do.” I asked to speak with a manager but was told no manager available. No ability to escalate, no real attempt to take ownership—just a vague suggestion I might get “some” money back. Some?! I was handed an email address with which I could make a complaint. The email address was for "reception" at Leman Locke, literally where I was standing. I was then advised to find another hotel myself. At midnight. In a further insult, when I suggested that, if the worst came to the worst and I couldn't find an alternative, I could at least take sanctuary in reception, I was told they could not let me do that, as it would look bad to other guests! After trying multiple places, I eventually found a room at my own expense and didn’t get to bed until after 1am—completely defeating the purpose of staying there for an early work commitment the next day. The lack of basic duty of care here is shocking, as is the lack of any kind of escalation procedure. Managers should be woken from their bedbug free slumber to resolve incidents of this nature. Any reasonable hotel should have taken responsibility—arranged alternative accommodation, covered the cost, and ensured I wasn’t left wandering around late at night. Instead, I was abandoned to a stressful, avoidable situation entirely on my own. If that sounds like your bag then I heartily recommend Leman Locke.

Beckett Locke is an absolute joke. Imagine paying for a room and having NO HOT WATER for the first 24 hours of your stay. The toilet heater was also broken. What's worse? NO ONE on staff noticed or cared until I complained a full day later. This isn't a luxury stay; it's a health hazard with non-existent service. Avoid this place at all costs. The management is clearly incompete, ROOM 206

I stayed at Bermonds Locke for one night on 22 November 2025 (approx £200). The concept and branding are great, but the basics of the stay and the way my complaint was handled were poor enough that I would not return. Room condition (Room G-0003): Cold room: The heating was up but the room stayed cold. I eventually discovered an outside door was ajar, hidden behind the drawn curtains, letting cold air in. Lighting issues: The left bedside light flickered, then I found the right bedside light did not work at all. Persistent mould smell: The most serious issue was a permanent, pervasive smell of mould coming from the bathroom (possibly ceiling/vent). Running the shower did not resolve it, and the smell travelled into the room. These are not “minor niggles” when you are paying premium pricing for a short business stay. Comfort and basic maintenance are the minimum. Reception interaction at check-out: When I raised the above calmly at reception, I expected at least a professional acknowledgement and an offer to verify the issues. Instead, I was handed a sticky note with an email address and told to write an email repeating what I had just explained. When I expressed surprise and asked what would be done to address the problems, the interaction turned hostile and intimidating, including being told I would not be “dictating” how they handle it. Most bizarrely, after I sat at a communal lobby table (an area used by guests and non-guests), the same staff member approached me and told me I was no longer welcome to sit there. Complaint handling (or lack of it): I submitted a formal complaint on 23 November 2025. I then received no substantive response. The only message I received was an acknowledgement on 2 December 2025 apologising for the delay and saying it had been escalated internally, followed by silence. I chased again on 9 December and 18 December 2025, still with no proper reply. So the takeaway is not just “things went wrong” (that can happen anywhere). It is that when things went wrong, the front-line handling was unprofessional, and management then defaulted to non-response even after repeated follow-ups. If you want a reliable, comfortable stay with accountable customer service, I cannot recommend this property based on my experience.