Rated 2 out of 5 by Jasonrh Hotel falls short
I booked this hotel due to availability issues at Le Meridien close by. The hotel set up is odd in that you have to pass through the tea room restaurant to get to registration and lifts each time.
Upon check in as a platinum, my room was not ready even at noon. I ended up waiting to get in until after 330 pm. After having flown all night prior and calling to request the room early, this was frustrating. I then asked if there was a gym shower to clean up without a room and there was nothing.
During my stay I had issues in my room. I used my suite awards and was put in a suite where I had leaky faucets in my bathroom which I had to have fixed each day. The Internet was terrible. Hardly worked in my room at all.
When I reported my issues to the front desk, the staff were pretentious and offered no real solutions except to say we will have maintenance look into leaks and Internet I could call the supplier. No remedies were really found my entire stay.
I was truly disappointed at the lack of customer service and at the lack of compensation back for the amount I spent for the product I received.
The only real benefit to this hotel is location to sites and to the underground if travelling in from/to Heathrow. It's easy to find.
December 9, 2013
Rated 5 out of 5 by MegaFrank41 Superb in every way
It starts with location and The Park Lane Sheraton is superbly located for visitors who want to see downtown London and all its wonderful attractions. One can walk to The Tower of London, The Eye, The Abby and end with a walk through Green Park and St. James....along the way they can stop and see Churchill's War Rooms of WWII.... what a day! And the best part you end at your hotel...which has the finest overall staff of any hotel we have stayed at in London...food, pub, Tea Room are all excellent...and, importantly, the consignor's are very helpful....
August 4, 2013
Rated 5 out of 5 by Jdog Great Stay
The room was clean. The water was hot. The staff was helpful and always polite.
The concierge gave us the info that we required.
We spent a week in London. All we did was sleep and shower in the hotel. It served our purposes and we were happy. We did not eat or drink there, choosing the less expensive restaurants and pubs in London.
Rooms are smaller in London so don't expect things to be like the States.
The only issue I have is that there was a ridiculous charge for Wi-fi. This is not isolated to this hotel but a general practice throughout the London.
October 24, 2012
Rated 1 out of 5 by WSMS another dissat stay at Sheraton Park Lane
This hotel needs a serious renovation and the staff needs training on how to deal with the most loyal customers to the SPG brand.
After a long intercontinental flight and trying to check in at around 1:00 in the afternoon, the front desk staff tells me the upgrade room is not available until 3:00P.M.... however there is a " small room" available... when I asked if I could use the "small room" room now and then move to the larger room when available, the answer was.... "You need to choose now, we can't change you later"
Really, you can't accommodate that for a Platinum member....
I got stuck with the very small room... which by the way, didn't have a properly working plumbing..
Not worth it.... changing brands next time I'm in London.
February 12, 2013
Rated 3 out of 5 by WilliamCO Great location. Heavy price for average room
The location, near Green Park tube station and across from Green Park, is really good. However, fewer choices of moderate priced restaurants within walking distance than expected.
The room was quite large for London but had very "bedsit" style furnishing. Bathroom was nice and a good size.
Online booking didn't explain 20% VAT very clearly and that surprised me when I arrived. You are paying for location and room size but not for the comfort of the accommodation.
SPG status seemed to make little difference - if it did I didn't realize it.
November 14, 2012
Rated 5 out of 5 by welsh Home from Home
It's all about the staff at this hotel. It's very classic London hotel kind of the Downtown Abbey of hotels. Duty Manager Andrew has to be the best in the business nothing too much trouble before I arrive he ensures all is as it should be. The Manager and Front Desk manager always come and say "Hello" particularly if there's rugby being played somewhere. Warmest of welcome's from Concierge to Palm Court staff particualry when they get to know your name!!
October 18, 2013
Rated 5 out of 5 by AH82 Great Location and Friendly Staff
The location is perfect for exploring London while enjoying a break from the crowds. Located about a 15-minute walk from the hustle and bustle of Piccadilly Circus, the Park Lane is along side a beautiful (great for strolling, people watching, or a jog).
The staff is extremely helpful and accommodating. We enjoyed an upgraded room and the platinum breakfast. The concierge assisted with tickets and transportation - going above and beyond to help secure tickets "forgotten" in the U.S.
September 23, 2013
Rated 5 out of 5 by Slualum Under-rated?
I was nervous about staying here not knowing London and the inconsistent reviews so my expectations were tempered, but after a three night stay there, all I can say is Wow!
Great location. Great price. I was upgraded to the Chlesea Suite (room 328) which was HUGE and comfortable. I was advised that it was next to the elevator so I can see that the noise may have disturbed some people, but thought the noise was minor (I tend to keep the TV on).
The Palm Court seems understaffed, but I didn't mind because I wasn't in a rush, but I imagine for someone in a hurry, that the service might have been an issue.
Overall. Excellent and a place I'll return to for sure!
May 3, 2013
Rated 5 out of 5 by ErickWa Great stay at the Park Lane London
Ideal location in central London and on the Tube from Heathrow, great prices, wonderful service - will definitely visit again
November 14, 2013
Rated 2 out of 5 by JCKD Faded Elegance. Decor needs an overhaul as do some staff! responses from staff
The hotel team provided poor service to AC breakdown. initially reported at 9am but with no action taken until we reported the same fault 8hrs later on our return to the hotel. 2hrs later agreement to change room and the AC was broken in that room. Staff then failed to provide a fan despite 5 requests over 5 hours.
Staff who dealt with our complaints were of mixed standard varying from excellent eg the Duty Manager to completely incompetent eg the receptionist on duty late on Saturday evening who was downright patronising and failed to respond to any of our requests for a fan.
When the fan finally arrived it could not be used because it sounded like a jet engine and was clearly not fit for purpose.
Appreciated the loyalty discounts for SPG members and the Palm Court staff were excellent.
August 22, 2012
Rated 1 out of 5 by jandk Worst hotel stay by far better experience at a hostel
This was the worst hotel stay we ever experienced. We arrived at approximately 11 am on April 29, 2012 and were helped by Michelle at the front desk. Upon giving my name, she found our reservation for 2 nights and said we would be staying in a standard room. When I mentioned that I would like to receive free Internet as a welcome gift for being a gold member of Sheraton Preferred Guest Rewards Program, Michelle told me that I was not a gold member and therefore could not receive complimentary Internet. I assured her that I indeed was a gold member and just came from Paris where I stayed at the Starwood property Le Meridien Etoile and I was certainly a gold member there, so how on earth could my status have changed in a few hours. She also added that my standard room would not be ready for another 2 hours and that I should just "wait". I asked her to please look up my gold member status in the computer and also to please check if there were any rooms in the hotel that were ready for check-in as I had requested early check-in when making the reservation. Michele rudely grumbled under her breath and reluctantly looked up my status and after a few more minutes, confirmed that I was indeed a gold member and that I could then receive free Internet in my room. She stated though that there were no available rooms for me and that I still would have to wait for 2 hours to check-in despite my gold status.
There was nothing I could do but wait so I checked my baggage with the concierge. The concierge remarked to me that it was highly unusual that our room would not be ready by this time as housekeeping starts very early preparing rooms for guests arrival. As a frequent guest at various Starwood properties for many years, I also knew this to be true and had never been denied early check-in before.
Upon returning to the hotel at approximately 2 pm to ensure that my room would indeed be ready, I checked into my room. After briefly retrieving our baggage from the concierge, we immediately left the hotel for a business meeting and did not return until the early evening. When returning to our room, we noticed that the room was very, very cold and that we had to leave our heavy winter jackets on inside the room in order to stay warm.. We looked around the entire room for a thermostat and some way of regulating the temperature inside the room, but could not find anything except for a strange looking giant plastic box on the floor beside the desk. So we called the front desk to ask if the heat was working and if so, how do we turn it on. We also asked what the huge plastic box was by the desk and window, but the front desk person did not know the answer. They did however, send a technician up to our room, who told us that there was no thermostat in our room or way of regulating the temperature in our room, but that he would "turn" the heat on as it had been turned off. He went by the window and with a wrench turned a valve by the radiator. He also told us that the giant plastic box on the floor by the desk and window was an air conditioner attached to the window with a giant tube.
After waiting for about an hour for the room to finally heat up to a temperature that we could withstand, without having our heavy winter jacket on, we decided to take a shower. Our bathroom however had no heat supply whatsoever and was still extremely cold. The bathroom window was so drafty that a cold breeze was actually blowing into the bathroom making the room even colder. We therefore could not take a shower, which was a huge inconvenience to us as we needed to attend another meeting early the next morning.
We decided to just go to bed, but the room still felt very damp and cold, despite the heat being on. We went to the area by the air conditioner and found a huge hole in the window created for the air conditioner vent, that was open to the outside air and that was why the room was still very cold despite the heat being on. We found an extra blanket in our closet and stuffed the blanket inside the hole in the window and that helped stop the cold air from entering the room.
We left early for our business meeting and again was not able to take a shower that morning because the bathroom was still extremely cold and drafty. We have never stayed at a Starwood property before which was not heated properly so that we could not use the shower without fear of getting ill. We felt as if we were staying at a youth hostel and could not even imagine how cold the room would be, if we had stayed in room during the winter months! So for the 2 days and nights throughout our stay we were unable to use our room shower, and we were forced to finally ask a friend who lived in Notting Hill if we could come over and shower at his apartment.
Needless to say, our entire experience at the Sheraton Park Lane Hotel was not a good one from our rude reception by Michelle at the front desk and our cold room that never warmed up enough for us to shower. We would never stay at the hotel again, nor would we recommend the hotel to any of our family, friends or business associates.
May 7, 2012
Rated 3 out of 5 Average
The top positive thing is the location. It's less than 5 minutes walk from Green Park tube (subway) station (Piccadilly line) and about 10 minutes walk from Buckingham palace. I stay for the location, price and very solid gym facilities. The rooms are very stylistically dated, and could do with a total refresh. If you want a decent Starwood property to sleep in when you're in town doing stuff from early till late, this is your place.
No coffee / tea makers in room. Just be prepared for that.
April 9, 2012
Rated 5 out of 5 by JD47 This hotel was very comfortable and perfectly located
I stayed here with my 15 year old daughter for a 3 day treat. We had booked last minute and got a good deal on what i think was a standard room?The reception staff were exremely courteous and helpful. The lounge area was elegant and warm, with a harpist adding to the ambiance!Our room was quiet with very comfortable twin beds, walk in closet and large bathroom, in which the fixtures and fittings weren't 5* but perfectly ok.All very clean, staff friendly, hotel location perfect!
November 19, 2012
Rated 3 out of 5 by Scott1988 Disappointing this visit
We've stayed several times at the Park Lane Hotel in London, and we very much enjoy the convenient location and comfortable beds. This most recent stay (May 31st), our room (#506) was very small, with little room for us to open up our suitcases and maneuver about. Also, the air-conditioning was not working properly (needed after a rather warm day in London). So, disappointing for this last visit, but have had good luck here before and plan to stay here again in the future.
June 2, 2013
Rated 2 out of 5 Disappointing
The room was old, with precarious heating system. Shower was always either too hot or too cold. No recognition of SPG Gold status to get a better room. But the worst was that I was charged GBP 7.50 for making a short call to the SPG Customer Service. Hard to believe I had to pay more than USD 10 just to briefly speak to SPG given the fact I was calling from Sheraton! When I complained the front desk told me there was nothing they could do. I will not stay in this hotel again.
October 15, 2012
Rated 2 out of 5 by London2011 Disappointing
Technical standard not up to date:
1. In 2011 one would expect free internet access in a hotel at this level, specifically in an executive room. The access one could buy was rather expensive.
2. More electrical outlets are required these days in order to be able to charge mobile phones, PCs and Ipads etc. in parallel.
3. No coffee or tea options in the room
4. The bathroom was large, but cold and smelled of cigarette smoke most of the time.
1, The location is very convenient
2. The Palm Court is very nice
3. The room was spacious
4. The breakfast was medium, crowded and noisy. Not worth the money.
5. Food in the Palm Court was very good
6. The bed was also very good (as always at the Sheraton hotels)
7. Reception areas and corridors would benefit from a general upgrade, specifically the carpets.
December 14, 2011
Rated 3 out of 5 by Globaltraveler25 Hotel needs updating
The lobby of the hotel is nice and warm however, the rest of the hotel needs a face lift. My room desperately needed a paint job and the furniture was dented and splintering. I asked the front desk if my room was indicative of the rest of the rooms and received a "Yes, that is our standard room". The concierge was less than helpful when I was asking directions to make a client meeting, Overall, I would not stay at this hotel again except the location was not bad.
December 12, 2011
Rated 5 out of 5 by PLASTICMAC13 THE FINEST PAD IN THE LAND.
I'm certain that if The Queen didn't reside at Buckingham Palace while in London Town she'd be resting her royal head at The Park Lane.
Bravo and Blessings to the staff and management for providing everything anyone may need for a truly delightful stay.
My beautiful wife and I are already looking forward to a return visit. The Park Lane ROCKS!!!
October 7, 2012
Rated 5 out of 5 by Anne55 Wonderful, charming hotel
We loved our visit to the Park Lane Hotel and would love to stay longer next time! This hotel had old world charm and made our stay memorable.
November 1, 2013
Rated 2 out of 5 by BC12 A disappointment
I stayed at this hotel a number of years ago and was very pleased. it is clear, however, that they have not maintained the hotel at all over the years. From the dingy lobby to the dirty hallway carpet, it did not bode well for our stay. The guest room was a complete letdown; dirty walls, cracked tiles, sink and tub; filthy grout and windows. The furniture in the room was completely mismatched and in very worn condition. A true disappointment for abrand
October 2, 2012
Rated 3 out of 5 by Passie Needs renovation
Although the location is great, the rooms and corridors are in desperate need for renovation.
The plumbing is just awfull with either burning hot water or icy cold water (from the sinks and shower; without changing anything).
You have to walk through the restaurant to exit the hotel on Piccadilly which is quiet annoying when you're having a nice and quiet (btw excellent) high tea.
Price/quality it's exspensive compaired to other SPG hotels in London.
December 5, 2012
Rated 3 out of 5 by PaoloLA Average
Was there 1 night last week. Definitely not a 5 star as advertised! Very old and dated. Room was not very clean, especially the bathroom. Staff was OK but when I went to talk to concierge at 6 pm no one was there. the bellhop guy told me he went on a break...he tried to help me, and was very nice, but he did not know much about restaurants, etc. I can't believe they had no one at 6 pm! Location however is fantastic! Will stay there just for that...
January 9, 2012
Rated 5 out of 5 by Barlaw3603 Perfection
Stayed for 2 nights. Location is perfect for tourists being right on Piccadilly. Walk across street and be at Buckingham Palace in 10 minutes. Close to Harrods, Piccadilly Circus, West end theatre etc.
Hotel was clean and all staff we encountered were very welcoming and friendly. The beds were very comfy and air conditioning was a bonus as London was in the midst of a heat spell.
Would highly recommend this hotel to anyone.
July 28, 2013
Rated 5 out of 5 by ZR11 Excellent stay!!!
I spent 5 days in this hotel with my wife. Excellent view from the room overlooking Green Park. Staff was very kind and honored my SPG membership level.
Breakfast superb, Shepherd Market with nice and cosy restaurants just one corner away.
I was reading with slight concerns the reviews before I booked this hotel - I was ensured by Ms Kuras that they will pay attention to my room allocation. Thank you, it was indeed a memorable stay!
May 28, 2013
Rated 5 out of 5 by jlhv GYM across the restaurant
Everything fine, just would be nice to jave the gym near elevators (rooms) with no need to people cross ther estaurants.
October 28, 2013
Rated 1 out of 5 by spg53 Worst SPG Hotel
I have been to many SPG hotels and this one was the worst, by far. The experience from check-in, the full stay and check-out was terrible.
Check-in was way past schedule, front desk manager was extremely rude. Room was unacceptable. Amenities in the room were scarce. Check-out had unexpected charges and each staff member seemed unconcerned with my experience.
September 11, 2013
Rated 1 out of 5 by rgsg One of the Worst Experience with an SPG Property
Other than location, this hotel has nothing to offer. Poor quality small rooms with old furniture, dismal service, and complete lack of care from the Duty Managers and the Room Service. Unsafe property to stay because the small rooms are packed with junk furniture that minimizes the walking space and increases the potential of running into an hard object while moving around in the room. Climate control is primitive.
November 30, 2012
Rated 5 out of 5 by VacationerJack Perfect location for central London
This was my 3rd stay at the Park Lane Sheraton (pleasure trip). The hotel staff is nearly as perfect as the location in Central London (Mayfair). With two Underground stations nearby, the hotel is ideally located for tourists seeking access to the theater district. Within walking distance are multiple "must visit" landmarks and parks. I have stayed at other hotels in London, but I keep coming back to this one.
July 26, 2012
Rated 5 out of 5 by PAtraveler55 The staff at this hotel are helpful.
The staff at this hotel are very friendly and businesslike. The platinum breakfast was very good, especially the country ham. Concierge was very cordial and helpful. I love the location which is near green park underground and bus stop. Business facilities are available for printing. I always stay at this location when visiting London. Hard Rock Cafe just a few doors down the street.
August 3, 2013
Rated 2 out of 5 by Sillytoneedanickname1 A very tired hotel
Whilst the restaurant is very quintessentially English the rooms are no where near normal Sheraton standard, small, very noisy aircon, shower difficult to access due to location of taps and toilet.
On arriving with two cases I passed several staff whilst hauling my cases up stairs towards reception none offered any assistance. A hotel in disparate need of an upgrade.
August 12, 2013