Rated 2 out of 5 by USAvisitor01 Hotel Staff need better training
Did not have a great time staying at this hotel. Found the staff to be very officious and presumptuous that guests would do something wrong. Staff were not very service oriented and used no discretion at all to ensure customer satisfaction.
Duty manager badly mishandled a meaningless situation that got completely overblown and taken out of context.
Room was very small too, for two people and not of the quality required for a hotel of this supposed stature.
Left as a very unhappy customer and got zero feedback from management at check out despite them being very aware that I was dissatisfied.
April 14, 2014
Rated 1 out of 5 by Unsatisfied321 Substandard
This hotel is not guest friendly. The health club is poorly staffed by unfriendly workers. Even the bellman doesn't know the area very well and cannot give sound advice on restaurants. We could not find the concierge when we were in search of information. As platinum guests we could not check into our room until 6:30pm. We had to wait until the guests in our room were ready to leave. I would NEVER recommend this motel. This is not a family friendly hotel which is fine. I wish I had known that prior to travel. The hotel should state that children are not welcome. This hotel does not accommodate SPG members in ANY form or fashion.
March 18, 2014
Rated 5 out of 5 by PJNJ Best Starwood in London
Have stayed at the hotel 7 times in the past 12 months mainly on business and once on a family weekend getaway.
For business it is always quiet, there are multiple locations in the hotel to work from ranging from your room to lounge to pool area to lobby. Very accommodating to the business traveler.
Great staff, location, impeccable room cleanliness and a management team very responsive and open to doing what they can to always make the hotel a memorable occasion.
Have stayed at all the other Starwood London hotels and recommend this one as best in class, a great mix of the traditional classic London lodging feel with a great staff.
March 13, 2014
Rated 5 out of 5 by JohnCManhattanbeachCA Staff goes above and beyond
I cannot begin to tell you of my experience with this amazing staff...I had an upgrade (suite) this past August with my wife and two children. Looking forward to all of the historic sites we began our 5 day stay. i chose this hotel as they are one of only a few hotels that are centrally located AND have a swimming pool, which for my kids is almost a must have ...The hotel is centrally located and less than 100 yards from the Piccadilly underground which became our gateway to this fabulous city. We were having a blast. Now here is where the fun started. On only the second day I was struck with a crippling pain in my back and stomach...Vomiting heavily, we thought I had food poisoning. My wife called down to the front desk and the staff called a Dr. who within 15 minutes was examining me in my room...His advice - get rushed immediately to a hospital. The staff arranged for a taxi and I hobbled in to it to the horror of my young children and was taken to the local hospital. It was determined that I had an abnormally large Kidney stone and that I required immediate surgery. Mind you we were heading to Monte Carlo in 3
days on the Eurostar train. Well I was admitted to the hospital where my wife stayed with me...I was in extreme pain, in a foreign country, and my 12 and 9 year old girls were back at the hotel. This was turning into a a nightmare vacation.
Here's where the hotel staff kicked into high gear. They assured us they would drop in and ensure our children were OK that first night. they provided our children the peace of mind of round the clock emergency support for any of their needs, they provided genuine care and compassion. And to my children's delight the staff also provide milk and cookies before bed! My children became regulars at breakfast and snack time - sometimes having to eat by themselves while my wife visited with me and the kids were soon minor celebrities with the staff. My wife stated that every day without fail all of the staff whether housekeeping, maintenance, concierge, or hostess/waiters would greet her by name with well wishes. She had no idea how they all learned who she was over the period of one day. I ended up being in the hospital for 3 and 1/2 days. Le Meridien staff called ahead to Monte Carlo and handled all of the hotel cancellations without me incurring any penalty cancellation fees. They also took my 5 day Monaco stay and simply converted it so I could convalesce "post-op" at Le Meridien Piccadilly in our same upgraded suite. They also handled the arrangements with Eurostar train and worked out an unheard of partial refund of my non-refundable train tickets. If you have ever dealt with Eurostar you will know what a feat this is!.
I finally returned to Le Meridien where the staff had flowers, gourmet chocolate, and plenty of much need water waiting for me in my room. After about a day or two I was up and around and while admittedly at a much slower pace, began to enjoy the London sites...For me this type of treatment is unheard of in the fast pace, "make a buck at any cost" day and age we live in...and there is no where else I would even think to stay
in London if and when my travels take me back there again...by the way the indoor pool and the spa were also very nice amenities!!!!
And Finally my family would like to thank these fine employees ( forgive the spelling), night duty mgr Maria Dessi , Concierge team Luis Cano, George Cosgrove, and the entire Club lounge team especially Andrea Zelles who is one of the most kind, personable hotel employees I have come across in any of my travels both business or pleasure...I hope this note finds it way to a desk of an Starwood/SPG regional manager or
president sometime/somewhere in the future.
Thank you all again for getting a rather horrific vacation back on the tracks!.
January 28, 2012
Rated 2 out of 5 by jim12345 Great location but needs major renovation
I choose this hotel because of the central location but was surprised at how rundown the rooms are. The carpets are old and stained, the floors squeak, the temperature gauge is only a 'plus or 'minue' and has no numbers, the internet is spotty. I am SPG Platinum but still wasn't able to check in until almost an hour past the hotel check-in time, the room I received wasn't even an SPG 'Preferred' room and was on a corner with windows facing an alley which was noisy between midnight and 7am (staff unloading tables, garbage trucks, etc). I asked to move my room but never got a call back from staff. I wouldn't recommend this hotel to anyone
December 31, 2013
Rated 5 out of 5 by PALF our stay
This hotel is very well situated in the middle of London .We enjoy ourselves every time we come ,The staff are so friendly and recognise us when we visit it is a real home from home ,see you soon
April 2, 2014
Rated 5 out of 5 by Jimmy Another wonderful stay!
Stayed in the hotel for three nights in the end of January.
Got upgraded to a nice sweet, fully enjoyed a nice size room, a door area, and a full size sitting room with separate TV and a full size desk!
The young man at the separate desk in the lobby helped me and my brother check in, to speed up the process. Super nice service!
The club lounge was very boutique like and very quiant!
May 1, 2012
Rated 1 out of 5 by Raffster OMG
What a debacle of a hotel.
Old, tired and what a shame for a grand hotel in such a great location and a great brand.
Staff were the one redeeming feature and kudos to them for making a silk purse from a sows ear.
As a platinum member, the room which we booked as an executive suite was small, and far from being a suite.
We had the opportunity to sit in the executive lounge on the Friday night where food ran out early on in the evening much to the disdain of late arriving guests, and the poor staff were left to apologise for an inept kitchen not keeping up with demand.
I would recommend any platinum members to avoid this hotel for its Rooms were average and club lounge below par but great staff who tried above average to keep customers happy!
March 21, 2014