Rated 1 out of 5 by traveltime2020 Consistently underperforming: Very unfriendly staff, not caring at all, late room availability, good room service, great location.
My wife and i spent a few days for a shopping and musical trip in London. Wanted to stay central for this and the Le Meridien seemed to be the right location. And the location and the quality of the room service is the only thing that is to favorably mention about this hotel.
We arrived late morning, and of course did only expect to drop our bags and get the room later. A nice touch to be offered to use the lounge, but a little disappointing to learn that they can not exactly say when the room would be available (had used Suite night upgrade awards to upgrade to an executive suite). Expectation was set that it might take up to 5pm (late checkout of last guest plus 1hr cleaning) for us to get the room. Even more disappointing was that when we came back at 5pm after a day in the city, the room was not only not available, but it took the front desk staff 15 minutes to figure out where we are in the process. Apparently cleaning had started 20 minutes ago and might be another 30 or so minutes. We waited in the club lounge. It took another hour (6:15) until someone told us the room was available. no one escorted us to the suite, which I would have expected after all the hassle. Baggage took another 15 minutes. So after a long day of travel and city we had 30 minutes to unpack and freshen up before leaving for the evening theatre. Heard a lot of "oh so sorry" which did not sound honest at any point in time. Would ahve expected at least a letter in the room at some point to apologize, or maybe a little plate of chocolate or anything. But seems that "oh so sorry" in a standard voice is all you get.
- hot water in the sink alternates between dripping and bursting out at the same setting
- concierge extremely unfriendly, does not necessarily call back to confirm restaurant reservations, packages that arrive are not delivered to the room but expected to be picked up at concierge desk, unfriendly for any recommendations bordering on snobby
- noise problems during the night apparently coming from the device that is involved with hot water, no fixing happened
- lounge staff closes up early and rudely pushes people out
- lounge tables often contain dirty dishes or crumbs and stains, chatting with colleagues is more important than cleaning the lounge
- at checkout problems to figure out the prepayment
The lady at checkout asked how the stay was, and my answer of "consistently underperforming" surprised. She wanted to know the reasons, took them down, spoke to her supervisor but on some of her notes was unable to explain what she meant with it. The supervisor fixed the prepayment difficulties, apologized again (they are quick with those words) and promised to look into this, and that they had my contact details to get back to me. Unfortunately she was out of business cards (so much in line with the overall impresion of the stay). Never heard back (2 weeks). Answered the standard request for feedback I got thru email, and got an email answer that assures me feedback is passed on, but in all honesty I doubt that this will have any impact. Expect to see the seem useless standard answer here.
The unfriendliness is a disgrace for the Le Meridien brand which I have come to like so much in some of the other properties I have stayed at recently and rated highly.
Bottom line: consistently underperforming.
April 12, 2013
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 5 out of 5 by Patrick99 Great stay, and happy to be back
This was my second trip to this hotel. The first time I was upgraded to a beautiful suite. This time (despite paying a much higher rate) I was "upgraded" to a small room with a window overlooking regent street. The window and a table with 1 chair was up some stairs in an odd stage style area of the room. I would have rather had a room on a lower floor with a larger window that i was actually able to open, but I guess it was busy.
The lounge was insanely busy during my stay, and was impossible to even get a seat there during breakfast time. This made it hard to enjoy it. I came by during the early afternoon at one point to have some sparkling water and I was given some attitude from the attendant for being there then, as I was the only guest there. I found that a bit odd.
Overall, everyone else was wonderful, and I enjoyed my stay. I will be back, and hopefully next time I will get a nicer room again.
May 2, 2013
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 2 out of 5 by Business5 Poor Room Facilities
Just wanted to share the disappointing stay these last couple of days, no problems with the staff but the room was decidedly low par.....it was hot in the room so switched the air con on...constantly trying to see if it would be turned higher only to find it was kicking heat out when I checked in the morning! so a very poor nights sleep ..... The one thing you ask for when on business.
In the bathroom the shower curtain was hung on a curtain rail so it came off every time you tried to pull it!- did not look like meridien standard either.
For info it is room 504 if you want to fix it but sadly will think again before staying on my next business trip.
April 12, 2013
Rated 5 out of 5 by Menton6 Great Option for families if Platinum
Obvious caveat is that my experience here is both with platinum status and that I am something of an independent traveler. Thus: Very pleased with upgraded suite when here with wife. Love the club lounge which provides a nice breakfast as well as happy hour and drinks throughout the day. Great location per proximity to tube and shops, and theatures and great parks and historical buildings. Really everything. (though could be a bit busy for some as if walk one way is like you are in times square) Great overall gym with pool and hot tub which I use after my runs in the parks. Will likely come back in future with kids and breakfast and pool and walks to park will be big hits. I saw a number of reviewers complained about the concierge. I can not say I am someone who searches and books on my own so never speak to them. Overall it is a very nice hotel where comfortable with young children and not over the top.. I like that as is all the hotel I need without being too snooty. Great for familes and others with top Starwood status.
February 17, 2012
Rated 4 out of 5 by Spb2nyc Nice and spacious
Staying for 6 nights. Can recommend to ask room 901 - round room in upper tower - nice, stylish and spacious (windows are small in that room but you can see most parts of London). Good fitness and great evening sneaks/wines in lounge. Only three bad points for hotel: internet works worse than normal (and I should registered many times a day), receptionist doesn't pick up phone sometimes and hotel is located in noisy place - so I always heard traffic sounds.
April 21, 2013
Rated 4 out of 5 by traveller410 Convenient location for London tourist attractions
We stayed here for 1 night in April. The location is great for walking to attractions, museums, etc, and for hopping on the Underground. Easy walk with luggage from the Piccadilly stop to the hotel.
The room was comfortable and clean. Staff were all pleasant - nothing above and beyond - but not rude either.
I stayed on points, so can't speak to the value for the $$ it costs to stay here.
April 21, 2013