Aerotel - Reviews and experiences

I actually saw this place on the Heathrow website and a friend had mentioned it, so I booked the night before a very early Virgin flight. I had my doubts up front because my wife can’t walk far, and I needed something really close to the check-in desks. Those doubts stuck with me, and for good reason. When we arrived at the airport they told us the hotel was closed because of a water issue. Fair enough — things happen. My problem was how they handled it. They didn’t give us the choice to rebook somewhere else ourselves, or a prompt refund. Instead they shoved us into a van with seven other people and a driver who seemed annoyed to be there, wouldn’t wait if people lagged behind and took what felt like forever to get to the replacement hotel. The hotel was supposed to be “10 minutes away”; with the waiting and the drive it was closer to an hour. That extra walking and the early-morning shuffle through departures twice made the whole night more stressful than it needed to be. I’m left disappointed and a bit tired. I wouldn’t rebook here unless they fix communication and give people options up front.