Z Hotels: most-reported complaints
Automated analysis of 74 public Trustpilot reviews published 2018-02-21 to 2026-08-23. TrustScore 2.8 from 79 total reviews — see the Trustpilot page. Quick answer: is Z Hotels legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Z Hotels properties are not as described, with 14 complaints accounting for 39% of the identified issues. Other frequent concerns include rooms being significantly smaller than expected, which was cited in 7 cases (19%), and difficulties obtaining refunds for double charges or cancellations, reported in 6 instances (17%). Additionally, 5 reviewers (14%) mentioned being overcharged, such as paying full price despite cancelling due to a strike. No clear trend can be established for these issues due to the limited number of reviews.
How to reach Z Hotels
These are the contact details Z Hotels publishes on its Trustpilot profile, as of our last check on 2026-09-26 — it publishes no phone number there, address Moor Street 17, London, W1D, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 4 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 10/06 (MD) Win an overnight stay for two at Z Hotels”, “E: 10/06 Win! A weekend break at Z Hotels in Liverpool(email)”, “E: 21/07 Win a family ticket for official London Theatre's kids week”.
Elsewhere: 4.4★ on Google (2,366 reviews) — a 1.6-star gap between its Trustpilot and Google scores.
Severity: 22% of this company’s 36 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.9 days between the experience and publishing their negative review (34 reviews record both dates).
What their policy promises
guarantee: lowest published bedroom rates
“Book on our website and we guarantee you will find the lowest published bedroom rates.”
refund window: match rate + 10% off
“If you do find a better rate on another site, we will match it and give you a further 10% off.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-08-30.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Sector benchmark: not as described makes up 39% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 21 of this company’s 79 Trustpilot reviews (27%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Z Hotels?
Not as described
14 reports · 39% of complaints“put in a basement 200 metres from the actual hotel !!”
3 readers marked this review helpful on Trustpilot.
“I thought I’d got a great deal at Z hotel Victoria, only to be given a room in the basement the size of an assisted WC.”
1 reader marked this review helpful on Trustpilot.
“confirmed to me at booking the hoist was there”
1 reader marked this review helpful on Trustpilot.
Other
7 reports · 19% of complaints“Rooms are literaly the size of the bed.”
2 readers marked this review helpful on Trustpilot.
“The shower ran cold, constantly — no hot water at any time of day.”
“My bed stunk of urine. The shower was freezing cold - no warm water.”
Refund refused
6 reports · 17% of complaints“receptionist ended up saying that she can't refund me the money I paid twice for the same room”
4 readers marked this review helpful on Trustpilot.
“They refused and kept my money.”
3 readers marked this review helpful on Trustpilot.
“Nonsensical refund policy as mentioned (many times) below.”
2 readers marked this review helpful on Trustpilot.
Overcharging
5 reports · 14% of complaints“I was charged full price for the room even though I called an cancelled because there was a train strike !”
3 readers marked this review helpful on Trustpilot.
“I was asked to pay an extra charge for a second person when checking in”
“I paid a premium price for a very uncomfortable stay....Never again”
Poor core service
3 reports · 8% of complaints“room was the size of a cupboard-shocking! the mattress dipped, the bed wasn't made neatly”
1 reader marked this review helpful on Trustpilot.
“And being kept awake all night due to actions of the staff is just totally unacceptable.”
1 reader marked this review helpful on Trustpilot.
“We were given the key to room 344 which had another person staying in it.”
Support unreachable
2 reports · 6% of complaints“I have written to Z Hotels directly twice and had no response whatsoever.”
1 reader marked this review helpful on Trustpilot.
“no one bothered to come”
Compare Z Hotels with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-01.