NOX Hotels
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Disgraceful treatment of elderly guest – avoid if accessibility matters
We booked Nox Richmond for my partner’s 84-year-old grandmother, requesting a ground floor room due to serious mobility issues. This was confirmed by staff member Maria in a phone call on 1st July. On arrival (7th July), we were told the room was “taken” and given one up two flights of stairs. There is no lift, and we had to physically carry an elderly woman upstairs. Maria offered no help, apology, or explanation. When I questioned her, she was on her personal phone, smirking, and completely dismissive and sarcastic. The attitude and lack of care were shocking. This isn’t just bad service — it’s a failure of basic duty of care and accessibility, with serious fire safety concerns. We’ve submitted a formal complaint (including audio evidence) and have received no response. Avoid this hotel if you value respect, professionalism, or accessibility.