Rated 2 out of 5 by SPGinDC Poor Food Service and SPG
I have stayed at this hotel multiple times. I have mixed things to say.
1) Every time I check in, they have no idea who I am or that I'm an SPG member. Once I even had to have them look up my account to even recognize that I was platinum. The check in staff and general staff speak extremely poor English and are fundamentally unhelpful. The bills are always confusing and it takes a long time to fix anything.
2) The room service is very poor. I just paid 41 pounds for dinner, and when I called to tell them that the sauce was extremely light on my dish and request more, they told me it would be five pounds extra. FOR SAUCE! You'd think customer service would be a bit better given that I've stayed at this hotel 8 weeks in the past 5 months, but nope! I would rather stay at the Park Lane hotel where at least the staff are friendly.
March 23, 2015
Rated 2 out of 5 by Kim2015 Badly in need of a facelift and an update--Definitely Not a 5 Star Hotl
Terrible suite for almost 700 lbs per night, room was shabby, depressing, strangely laid out and one of the worst rooms I've ever had. The staff were responsive when I complained and I was moved into one of only 12 renovated rooms, the staff seemed to know that the "suite" is awful. I would not stay here again until after the renovation is complete!!
March 26, 2015
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 1 out of 5 by 88la This hotel is not meeting the expectation of Le Meridien Brand
Disappointed experience. Check-in was slow, but the staffs were nice and tried hard to help. Staff here in general were very responsive, but couldn't really resolve our issues. I know they tried, so I would give them credit for this. However, the staff didn't seem to recognize SPG Platinum benefits, We were put to very low level floor when we requested our preference is higher floor,
Facility in general is not meeting the expectation as a category 6 SPG hotel, very out dated and toilet was not working properly. We were told this is how London works!? This statement is very disappointing. I would not recommend my colleagues and friends to here.
December 26, 2014
Rated 1 out of 5 by SadInLondon Last time here
This was my 5th stay at this hotel as a SPG Plat and will be my last stay here. Things are really going down for this hotel. The Internet access is some of the slowest I have seen at any western hotel location, and the staff seemed to recognize this when I complained but didn't indicate anything would be done. The lounge has had a lot of corners cut since last year in terms of breakfast and evening snacks. All of the reasons you might have been willing to pay more for this location over another are now gone, so don't stay here unless it is the cheapest option.
December 17, 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 LKK1 The long lost concept of quality service
My life was made very difficult when trying to coordinate a stay for a number of colleagues and myself by this hotel's silly rules and inability to apply common sense.
Pre-paid rooms require the card to be produced on check-in even though we'd checked beforehand. It caused a problem, but only with one of our group as the hotel forgot to follow their own rule the rest of the time.
Very thin walls so rooms are noisy (mine had an internal window!).
One of my group was made to use the internet to extend their stay.....rather than book at reception...seriously do you want our business???
Running machine in gym was filthy.
February 9, 2015
Rated 2 out of 5 by Travel247 Poor Customer Service
Front desk staff greeted me with severe attitude when I checking in after a 14 hr flight. I requested fresh towels and my room to be cleaned several times without any action taken by the housekeeping staff.
Staff was not warm, welcoming, or focused on customer service.
March 1, 2015