Rated 2 out of 5 by Britt17 Poor Price/Value
Over priced room (615) which was poor in both housekeeping stds and condition. Requested early ck-in months in advance, but no rooms available. (noon) Food quality was very good as was the service staff. Front desk inconsistent in handling 2-free nights and1- paid night. Bill not ready upon ck. out. I'm in the hotel business and this hotel needs better management and FFE work.
August 7, 2013
Rated 2 out of 5 by Mustafa Disappointed
My wife & I stayed a couple of times in another SPG hotel just down the street from this one. We loved that one but always wanted to try The Park Lane because it looks grand. I am just thankful that my wife was not with me when I did finally try The Park Lane. What a disappointment! I could not believe my eyes when I saw my room. If a Platinum member gets this room, what do the other poor guests get? How can this be an SPG hotel when the bottom of the toilet is all black? I've seen those old horrible toilets when I was a student staying in a one or two star hotels but to see them in an SPG hotel? While the other SPG hotel staff down the street from this one treated me with the respect that a Platinum member should get, the staff of this hotel did not even bother to make me feel appreciated. I think I got the worse room in the hotel. Unless I hear that they have cleaned their act, am never staying in this hotel again.
August 14, 2013
Rated 2 out of 5 by KL2012 Needs Improvement
Second stay in 6 months because it is the corporate hotel. Front desk staff could do with more smile and warm. Both time was told it is fully booked so did not get upgrades. Room is clean nice but lack temperature control, sinks was rusty and I do not understand why there are no toothbrushes in the toilets? The hallway creaks when you walk and it is not nice when you return late as you do not want to disturb others.
June 18, 2012
Rated 1 out of 5 by KDM1966 Dated and inattentive
My room was very dated in décor, had an old TV and even tea and coffee had to be ordered - don't see many hotels that don't provide this in the room. In the bathroom the toilet had a wooden seat and that just seems wrong to me for a hotel. The staff were very slow and at times inattentive. I spent 15 minutes waiting for someone to come and see me and take an order. For the price I paid I expected a lot better.
May 11, 2013
Rated 1 out of 5 by alex56 welcome in the hotel was very poor
I was immidiately feeling un-corfortable - I have been asked to paid in advance for all my stayng. Never happen before.
I have been promised to get a room upgrade as soon as was avalilable: no upgrade >no answer
I was charged of the breakfast while I was told that was for free for two of us. I had to make escalation to get it..
I was really un happy and it wasone of the few stay I am doing with my family :-(
May 20, 2013
Rated 4 out of 5 by Dave621 American Traveller
Overall, we found the hotel to be quite nice. It is in an excellent area and the staff is excellent in all respects. Our room was quite large and had all of the amenities which we needed.
There were a few drawbacks. The bathrooms are quite antiquated with only one small sink and no counter space. The shower had good water pressure but the overall space is very tight and at times I felt like an acrobat while trying to shower. We also had hoped for a better view than the building next store.
Finally, and this one bugged us because it's so easily correctable, the only way to get ice was by calling room service. This is quite petty for a major hotel chain. The heavy daily charge to use the internet seems like gouging, especially when smaller, less expensive hotels provide it as a free service.
The plusses outweighed the minuses, however, so we would probably stay here again.
September 14, 2012
Rated 5 out of 5 by London2013 Excellent stay and excellent service!
I had a wonderful stay at the Park Lane Hotel, which was a surprise for my wife.
The room was great, and very spacious, and the staff were very very helpful in assisting with my efforts for surprise - From the waiters in the bar, the concierge, and restaurant gave me fantastic treatment, and made sure we were looked after!
What a great stay, and I am certainly in the good books with the wife!
Thanks very much!
February 18, 2013
Rated 1 out of 5 by GN2013 Significantly below my expectations
After a 10-hour flight, I was hoping to go to my hotel, sleep and recover energies. Unfortunately, my room was not ready, so needed to wait for more than 2 hours. Then, the room was VERY small and had an odd smell. The faucets at the bath didn't work and the shower was broken. Finally, the hotel staff didn't seem to care. I will never go back to this hotel and would never recommend it to my family and friends.
April 18, 2013
Rated 5 out of 5 by WendyS A London Experience
Beautiful architecture from London buildings at their best.
The staff are some of the friendliest of any hotel (a feature of Sheraton Hotels around the world in my experience).
After a hard day in Bond Street we were ready for bed to watch The Voice at 7pm and ordered room service. Second to none! Beautifully served and we giggled like children and will go to bed early next time just for the same experience.
April 30, 2013
Rated 2 out of 5 by spg123 This hotel needs renovation
Staff was very nice and helpful and provided me with everything I asked for, although they did not ask me how my stay was (since I had a few improvement comments)
Bathrooms are very very old as well as old fashioned, paint has disappeared in some places and is bladdering in others, mirror with black spots, flush was not working
The rest of the hotel is also old ( pattern on the carpet has become invisible)
June 18, 2012
Rated 2 out of 5 by ERIC2010 One night in Park Lane
I got my room with my wife using points earned as Platinum member whilst working in China. I do not see my famnily very often and Expecation of hotel was high but a few things were disappointing. Breakfast was not included and would have cost 25 pounds each or a forfeit of 500 points for staying at hotel. This forfeit was only mentioned by the concierge on checking out and after he had informed us that it would cost over 6000 points if not using forfeit - strange logic here!! The breakfast had a good selection but the service was not very good with staff pouring tea that was too weak imto mugs instead of cup and saucer and not providing sufficient cutlery. Plates for the hot buffet were not warmed and the hot buffet food was not hot enough and cold by the time we were half way through. Although there was an ironing board in room we had to ask for an iron. The sockets in the room were coming away from the wall and one of them would not accept the plug. Room was overlooking main road and very noisy until 3am. Being a Platinum memeber I would have expected a better located room.
The room should have been 350 pounds if I had not used points and overall I donot think it was worth this much.
October 7, 2013
Rated 2 out of 5 by ATL787 Don't waste extra points on a Park View Executive room
I used points for a 3 night stay, and used extra points to book a Park View Executive room for the stay, instead of getting stuck with a back alley view classic room at the standard rate. We arrive a bit ealier than check-in time, the rude French receptionist tells us to come back in an hour or so and it would be ready. We come back 2 hours later and wait another 20 minutes for a room that we get switched to. Both original an new rooms were facing the back alley of the hotel. Completel opposite of what I booked and used extra points for. Completely unsatisfied with this, the rude French lady couldn't care less, and said it was an Executive room and Park View is not garuanteed. She did switch us to an apropriate park view room for the 2nd and 3rd night, but only after myuch protest. Would not recommend this property. Old, and there are plenty of other hotels closer to the action in London.
May 24, 2013
Rated 5 out of 5 by chooch Heart of London
This hotel was right in the heart of London. We were able to walk to many parks, restaurants, even Buckingham Palace. The concierge was a great help in guiding us to things we needed and wanted. The view from our room was lacking, we overlooked a roof top, and faced another building. The room had kind of an old world charm about it, which was nice because it did NOT feel like a cookie cutter hotel room.
May 19, 2012
Rated 5 out of 5 by Jamie24 A Unique English Hotel
The PLH is the consumate English hotel situated in Mayfair/Picadilly and walking distance to great restaurants and museums. Though the facilities of the hotel are limited vis a vis swimming pool or oversized rooms, the location adjacent to Green Park and Buckingham Palace and the flavour of the hotel trumps any deficiencies. It is a fun and unique hotel with attentive and professional staff. Thank you
January 22, 2013
Rated 3 out of 5 by srtomas Stay in room 326, Oct 20 through 22
Room was small, and close to elevators and noisy service area-when we asked to be moved we were told they would get in touch with us next day-never heard a thing despite asking several addiitonal times. A/C switch didn't work, faucet and shower leaked and room was very tired.
We have three rooms reserved in June 2013 for a family trip, but are probably going to try smewhere else based on this visit.
October 26, 2012
Rated 1 out of 5 by James104 Disappointing
Rooms are of decent size and the staff somewhat helpful. But the hotel failed to deliver the morning newspaper I had ordered, the prices for breakfast are obscenely high, and the charges for internet use are extravagant. There are also essentially no meaningful or useful benefits for SPG members. With the exception of a couple of airport hotels I shall not be staying at Sheraton hotels in the future.
December 13, 2011
Rated 2 out of 5 by Rouge Below expectations
The room was really worn down. The tiles on my bathroom wall were loose, the painting had come off on some places and the carpet was dirty... The scrambled eggs on the breakfast buffe were grey, there were no fried eggs and only one kind of tea. You charged me an incredible GBP15 per day for WiFi access which is included in most other competitiors offering or room rates in Europe.
July 5, 2013
Rated 1 out of 5 by Guari A major disappointment
Been a member of SPG for 20+ years and did not expect such a bad experience. The room (233) was old and deteriorated, bathroom sink rusty, the toilet flush wouldn´t work properly, the place heater (??) simply a joke. View to an ugly rooftop/ watertank. Internet charges very high. For that I paid 250 pounds w/o breakfast. Requested late checkout and it was denied. So much for SPG recognition!!!
November 7, 2012
Rated 4 out of 5 by Herdy Great Location/Outstanding Service
Our stay began before we arrived. While in Rome for Christmas, I sent an email to the hotel asking them to put 2 large bottles of water in our room and to make us a dinner reservation at a place close to the hotel that would not require us to change clothes, as we were going to arrive around 7pm. The Concierge responded within the hour to tell me that all was taken care of and asking if we needed anything further.
The hotel proved to be the perfect location for us. All of our needs were met and then some. The big treat at the hotel was meeting the hotel's Executive Chef. He is such a gentleman and a kind and caring professional. He has been awarded the MBE from the Queen as the result of his outstanding service to the community. This is a man and a hotel that gives back and that is very important to us.
The hotel gave us an outstanding value for our money and we highly recommend it to you.
January 5, 2012
Rated 2 out of 5 by Jeff54321 No doubt owners are happy about their profits
... At the cost of service and maintenance to customers. Every morning and evening we couldn't get anyone to answer the phone and lines were long in the lobby. Room cleaning was shoddy. Rooms are badly in need of refurbishment. Our shower leaked, bathroom floor chipped, carpets worn.
The worst was when checking out the desk person was yelling at a guest who was very politely, but clearly in a
July 3, 2012
Rated 4 out of 5 by EclecticGuy A grand and gracious hotel
The Park Lane has plenty of old-world style and comfort in a superb location. It could use a little sprucing up in places. Ask for a park view and you'll be happy. The Palm Court has been kept in pristine condition, exquisite and distinctively London. A great place for afternoon tea or late-night cocktails. The staff works hard to honor requests. If you get a good room, you'll enjoy the stay.
February 11, 2013
Rated 1 out of 5 by Yarnster Needs a revamp
The first room I was given was extremely small, smelt of damp, in fact the whole 2nd floor smelt of damp. There was a huge airconditioning unit in the corner of the room which blasted out cool air to try and take away the smell. I complained about the room and was moved upstairs to the 3rd floor to a bigger room. Still very basic, nothing 5* about it.
August 2, 2013
Rated 2 out of 5 by BeenAround What a shame
The Park Lane has an exceptional location but clear underinvestment has left it with dingy rooms (no color/decorations/minimal paintings), obsolete bathrooms and some alleged doubles that would be considered small as singles.
With reasonable investment, the location would make this very attractive London destination. Now it wouldn't be on a recommended list except at a very attractive price.
December 18, 2012
Rated 5 out of 5 by Austonian Excellent Choice
Thoroughly enjoyed this quaint hotel while in London. Staff was friendly and rooms were very large and nice. I especially liked the tall ceilings and the period bathroom fixtures which were a nice touch. The hotel lounge was classy and was consistent with the photos online and of what you would expect in a high-end hotel in this part of town. Excellent concierge desk. I recommend this hotel.
October 16, 2012
Rated 1 out of 5 by MonikaChicago Extremely bad service
was really looking forward to my stay in the Park Lane Sheraton Hotel in London this past weekend - especially as this was my first one as a gold member. Unfortunately it was a huge disappointment, got one of the worst rooms (#126: first floor close to the elevator and stairs, very dark, no view) – decided to let it slide until hearing a constant humming noise that really drove me crazy.
Will spare you the details and sum things up: had to talk to reception 4 times to find out what was going on – the major issue was not the noise itself, but how I was treated. No one seemed to care and even stating very clearly that I am not happy with this situation and the humming sound stressed me out (could hear it even with ear plugs). Asked specifically to be kept in the loop – which nobody did, had to call again and again to ask about the current status and if anything can be done.
It was also very apparent that the receptionist was taking more and more time to pick up the phone which was really annoying and made me feel bad. Did not make this up to get another room or an update, the noise was seriously stressing me out. Had to call the duty manager (reception did not put me through, was just told to call the operator) – at least Susan was aware of the situation but also made no real effort to change anything, she did send up a technician who confirmed it was coming from downstairs and he recommended to talk to the duty manager again – called, but she decided to not pick up the phone or follow up in any other way.
All in all it was a huge disappointment to be treated this way, no one kept me in the loop or bothered to help me and this was the real issue. Things like this happen, it´s unfortunate but the most important thing is then how the hotel staff is dealing with it and the service provided was absolutely unacceptable.
I´ll stay loyal to the SPG program as it’s the best within the travel industry, just never ever stay again in the Park Lane Hotel in London or recommend it to anyone (there are some negative comments on foursquare and Tripadvisor already).
To end on a positive note, the team behind the @starwoodbuzz twitter account was doing an amazing job and answered very quickly after my complaining tweets, reached out and asked for details.
October 28, 2013
Rated 3 out of 5 by Hemi50 This hotel needs upgrades
I was greeted with a non welcome, welcome. Our rooms were not ready, told one hour, when we returned one was ready the other took another hour. I was told they would call me when it was ready but they didn't.
One elevator worked but the othere didn't. The one that did tried to close the doors on me.
The floors in the halls and rooms squeaked so lould I thourght I woould wake everyone.
October 13, 2012
Rated 3 out of 5 by JayD Nice location, but...
Nice old hotel, great location. If it's hot in London you won't be comfortable in the rooms - air conditioning is poor and to get fresh air from the window means a lot of street noise. I always want to come back to this hotel, but the last two times the service has been hit or miss. Nice people, just don't seem to coordinate well on requests. Price is typically best for SPG in London.
June 28, 2012
Rated 3 out of 5 by GPCSF Great Location, Not So Great Hotel
I stayed at an Executive Room for slightly under 300 GBP. The room was good size but quite old. The bathroom was updated but the carpet and curtains were old and needs to be cleaned. Location is great but suggest other hotels in the same location. BTW we complained about tobacco odor coming into the bathroom. Apparently the hotel is not smoke free. Most other Starwood properties are.
December 19, 2012
Rated 1 out of 5 by UkTravel8989 Uncomfortable Stay
Upon arriving to the Park Lane, the staff did not have our rooms ready, even though we had called the night before to request early check in and were told that it wouldn't be a problem. The first room I was given was a Queen with no air conditioning, when I had pre paid for a King. I think had to wait to more hours to get my correct room. It was almost 90 degrees in London and the hotel was simply not equipped for the weather. The portable in room air conditioner was very inefficient and produced more hot air than it did cold. As a result, I wasn't able to sleep for two nights. When I called the hotel they said that the sir condition that they had set up was 'the best that it would get.' I understand that it rarely gets this hot in the UK, but when you are paying as much as we were per night, the hotel needs to be prepared for these occasions and/or note that they do not provide air conditioning as a part of their standard accommodations.
July 26, 2013
Rated 5 out of 5 by Tony Kind and helpful staff
unfortunately slipped on the stairs while entering the Tube and broke my elbow. Hotel Manager Andrew and Concierge Jolanta were exceedingly helpful once I returned to the hotel. They called around to various hospitals and arranged for a taxi to take me to St. Thomas' emergency room. They were most kind and helpful in assisting a foreign visitor suffering from a painful fracture.
April 17, 2013