An experience fail: Parting ways with The Hoxton

Until last week, I genuinely loved staying at The Hoxton. So what ended the relationship? Simply, a coffee not included in the included breakfast. It was not the charge itself that caused the relationship rupture, it was the response: “A process is a process”.

True guest loyalty is rarely built - or lost - on price, it’s built on experience - and how you make people feel. This story is not about coffee, it’s about care.