Rated 2 out of 5 by JM1234X Worth a free stay, but not a penny more
Location is great, rooms are clean, housekeeping staff very friendly, but the service at the front desk and the horrible internet connections make the free stay (with points) almost not worth it.
I was only in London about 20 waking hours, but I spent about 2-3 hrs just trying to get internet access, which in my case was needed.
As a SPG Gold member, I opted for the free internet access as my reward. I was able to get 1 device to work with the internet, well at least for 1 night. But I needed another device connected.
After calling the front desk, i was told to come down and get a new access code. After patiently waiting in line about 20-30 minutes. The person at the front desk gave me another code. I wanted to ensure my device connected before leaving but was asked (not politely) to move so she could assist others. I asked for just a minute to connect my device, but she insisted that I move.
Well needless to say, the code that I was given did not work. As I tried to get another code, I was told to move to the back of the line. Ok, there went another 30 minutes waiting in line. And yes, once again, I was given a bad code. This time, I refused to move until I got the device working. The glares from the staff we definitely not friendly. And while waiting, I saw them bumbling around as numerous others customers were having problems with their hotel keys no longer working.
To finish it off, the next morning none of my devices would connect to the internet.
At least my hotel key worked, so I guess I cant complain too much.
However, I do not wish to focus on the bad. I do wish to express thanks to the Marta, who did a wonderful job and was the only friendly person working at the front desk. Additionally, all of the non front desk staff were very friendly and professional.
Please excuse any typos, I have not finished my morning coffee yet.
July 3, 2014
Rated 1 out of 5 by BLRBusinessTraveller Poor Condition; Poor Value
You can get far better quality in London & just as well located.
Room - very small; poor condition with carpets stained, furniture from 1960(?), chipped paint, badly fitting doors. I had one carry on bag and couldn't open it out on the suitcase stand as the room was too small.
Bed - comfortable and clean
Tea Tray - none in room, but can be requested for free (why not have this in the room like every other hotel?)
Bathroom - awful, like something out of a 1 star b&b. Cheap, chipped. Shower curtain couldnt be opened properly.
Breakfast - good choice buffet, very slow if you order something
Concierge - very helpful.
July 1, 2014
Rated 1 out of 5 by SPGLIFETIMEGOLD Worst Starwood Hotel Experience
I have spend a total of 374 nights at Starwood hotels and your property in London was terrible.
The room had an incredibly noisey portable AC unit that made horrible rattling noise all night. I even checked out early wasting my "Free 5th night" just to get out of there.
June 30, 2014
Rated 4 out of 5 by Sausage A Grant
Very Good location. Good service. A little bit tired decor. Easy access to transportation and sights. Not many choices for restaurants that are walkable distance though.
June 30, 2014
Rated 4 out of 5 by Wilywilson Weekend visit
Friday night was fine, but Saturday night function was noisy, bass vibrations kept us awake until 12.45
June 30, 2014
Rated 3 out of 5 by KDUN47 DISAPPOINTING
I stayed at the Sheraton Park Lane and booked their "RomaticPackage" expecting to see champagne and fruit upon arrival. I had to remind the check in staff I had the romance package. This did not occur and as we had to make a swift dash to the theatre we left shortly after check in. Our luggage had not arrived in the room after 20 minutes so we had to leave for the theatre without changing into our evening clothes.The manager kindly refunded the charge for the romance package. The room was comfortable and over looked the park. I have stayed in a few Sheraton hotels and never not had a kettle and tea and coffee making facilities in the room. Residents have to phone down to obtain these and so having come back late from the theatre did not know this. so no cup of tea in the morning. After our theatre trip we came back to the bar in the palm court for a drink and snack. we ordered a sandwich after 15 minutes of waiting and then when it arrived it had meat in it and my husband is vegetarian. my sandwich had no butter or dressing in it as ordered!
The staff seemed unhappy and not wanting to serve at 11pm at night.
It was the impression they gave off.
Have to say the bed was great and had a good nights sleep.
Went down for breakfast and ordered a medium poached egg and it came back hard !. The manager of the restaurant was talking when we arrived and there were 5 staff on duty but no one came over to seat us within 5 minutes. A young waiter came over and finally sat us down and only then did the manager come over and took over from him. I was not impressed with the breakfast. Choice is good but quality of cooking and service was poor. Cooking a poached egg is a basic and if you cant get that right the rating is incorrect.
Having been disappointed with the food quality in both the sandwiches and breakfast we decided to cut our losses and cancel our afternoon tea in the palm court and go to Harrods and do it our self at home.
Sadly disappointing when I had looked forward to a romantic rest when I had only positive impressions of Sheraton previously.
June 30, 2014
Rated 5 out of 5 by Linden176 This hotel is ideal for Central London
This Hotel is in the Heart of London and offers excellent accommodation and comfort
June 29, 2014
Rated 1 out of 5 by MS589 Historic hotel badly in need of refurbishment
We were severely disappointed with the size and condition of the room we were given at The Park Lane. Let me preface this review by saying we prefer to stay at historic properties which may have endured a bit of "faded grandeur", as we feel it only adds to the experience of staying in a property with real history. We travel regularly to Europe, so are accustomed to the smaller size of hotel rooms, but the room we were given was clearly a single, with a queen size bed added. The bed was pushed up against the wall on the left hand side, forcing the second occupant to crawl in from the bottom. The left side of the bed lacked any type of reading light or bedside table. The room was so small as to force one of us to retreat to the bed when the ironing board was deployed. We had 4 pieces of luggage with us, including 3 which were carry on size, and still found it difficult to maneuver around the room. The carpet was worn and discolored. The bathroom was a total disaster, with cracked and stained tile throughout. The area behind the toilet was simply disgusting. The bathtub was discolored, with missing and cracked tiles on the baseboard of the tub. Had we intended to stay longer than 18 hours, I would have requested another room, but because this was such a short stay, we chose not to make a fuss. I will offer these points of praise: the mattress was comfortable, the concierge most helpful, and the staff seemed eager to help us. Having been loyal Starwood members for years, and having previously been a travel consultant, I expect a certain standard at hotels bearing the Starwood brand. For such a renowned and historic hotel, it is a shame that it has been allowed to fall in to such disrepair.
June 26, 2014
Rated 4 out of 5 by Hope1958 Amazing location.....
You simply cannot beat this hotel for location, a must for anyone wishing to visit Buckingham Palace which is just minutes away. Friendly courteous staff and on site Italian Restaurant very good. Afternoon Tea in the Palm Court Restaurant was outstanding, along with resident harpist made the afternoon complete.
June 25, 2014
Rated 1 out of 5 by CLC2013 Puts SPG to disgrace
As an SPG member I have never been so disappointed with a hotel. The staffs customer service was below average, rude and did not care about the customer or being an SPG member. They had no knowledge of events in London at the time. The food was average and so was the wait staff. The staff in Citrus were rude and took forever to acknowledge customers. It was like they had to finish there duties first before serving a customer. The reception staff were arrogant excepts one gentlemen. Embarrassing that I had a friend who works in tourism checking out the hotel to and would not recommend this for Famils either. The name Park Lane should be removed to Budget Lane.
June 25, 2014
Rated 5 out of 5 by Meier2014 History and charm
The hotel was a bit dated but still had the charm of being there back in it's day of glamour. We were fortunate enough to had a room that looked out towards the Embassy and the park. The windows are double pained so you can't hear the traffic. Bathrooms were nice but be careful on the slick marble floors and the booday (why they have these, I can't imagine). Overall a great location and a positive experience.
June 22, 2014
Rated 4 out of 5 by Gigi7 more than what I expected
I read some reviews that were not so good but my experience was very satisfactory. I emailed the manager myself and told him I have asthma and what we needed and they gave us an upgraded room for SPG gold member that was beyond what I expected. Very nice, big, clean and have a sofa too. Thanks Kieran for making sure we got the room we needed.
All the staff were friendly and met all our needs. The location is excellent. I will for sure use this hotel again if I return to London.
June 18, 2014
Rated 3 out of 5 by Kdp2012 Disappointed
There is nothing special about this hotel. The hotel's reception is oddly placed off the entrance from a small street in the rear instead of the main thoroughfare (Piccadilly). Our room was clean (except for stained carpet) and adequate but lack of view made it seem dark and dreary even though the sun was shining. The location is great with proximity to central London sites. Stay here for location but don't expect much from the level of accommodations.
June 18, 2014
Rated 1 out of 5 by AHJH Complete Rennovations Needed
The proximity of this hotel and the room size were the only good features at this hotel. Our room had a cracked tub, stained carpets, paint peeling off the walls, and doors that were off alignment. It is strange that the reception said they "upgraded" our room, when it is clear that this room is badly in need of repair and total rennovation and should never be assigned to any guests. It was certainly not worth the 12,000 starpoints we used or the upwards of $700 per night paid for by our friends.
June 17, 2014
Rated 5 out of 5 by chrissyTodd My best stay in a London Hotel to date.
Upon arrival at the hotel I knew immediately that we would be well looked after. My mother and I were in London for one night and arrived considerably earlier than the check in time. We were checked in by reception staff straight away and our luggage stored so we could carry on with our plans for the day. The room was superb - huge, comfy bed, air con, and upon request tea/coffee facilities and a gorgeous basket of cakes, cookies and macaroons. The palm court was a haven of peace and tranquillity and the concierge bent over backwards to secure us theatre tickets for the evening, even providing exact directions for our journey for the evening. I cannot find fault in this hotel.
June 16, 2014
Rated 4 out of 5 by WM1000 Great Location
Great location, very good sized room and friendly staff.
June 15, 2014
Rated 1 out of 5 by Londoncalling Not Sheraton Standard
This property is not well maintained and the staff is not very well trained. Starwood Platinum membership does not seem to be considered for the simplest requests on the reservation such as a non smoking room. This is a two star hotel at most.
June 14, 2014
Rated 5 out of 5 by DXWalker Excellent stay for family vacation
My wife, kids, and I stayed at the Sheraton Park Lane for a vacation in London, June 5-10, 2014. We primarily chose this hotel because of the ability to use SPG points to book rooms and the hotel's proximity to attractions. We could not have made a better choice of hotel.
Arrival and Staff: The staff was very friendly when we arrived. They immediately grabbed our bags from the cab and ushered us to the check-in. Check-in person was extremely friendly. We had to book two rooms because of the size of our family. The check-in person not only got us adjoining rooms (which made the space a nice-sized suite) but also made a number of suggestions to best use the value we get as SPG members across both rooms. Also, though I did not speak with him again during the 5 nights we were there, he remembered my vividly at checkout and we had a nice conversation.
Rooms: The adjoining rooms were fabulous. They were fairly spacious compared to what we expected in England. And, it was a nice suite because they were adjoining. The rooms were somewhat dated, as has been mentioned in other reviews, but not such that they were undesirable. In fact, they were very comfortable.The bathrooms were nice sized and had marble appointments. Both bathrooms had a separate shower and bath, and one bathroom had a bidet. They both had a heated towel rack, but only one was working. The closet in one room was cedar which was a nice surprise. The view from one room was overlooking Green Park. The beds were very comfortable and what we expect from Sheraton.
Location: the hotel is located across from Green Park in the Piccadilly section of town. It is a short 4-5 block walk to the Green Park Underground station, which is connected to the Jubilee, Victoria, and Piccadilly lines. The Jubilee line gets you directly to most attractions and we were generally no more than 1-3 stops away from 80% of the attractions we visited. We took the Piccadilly line directly to Heathrow Airport when we left. Perfect.
Also we were in walking distance to Buckingham Palace, Hard Rock Cafe (which I visit in every city I visit), as well as a few reasonably priced restaurants (Pret and Henry's Bar) and a Marks and Spencer grocery store.
All in all, we were very satisfied with the stay at Sheraton Park Lane. I would stay there again, and recommend others do the same.
June 11, 2014
Rated 4 out of 5 by dobbin had a better stay this time
The previous occasion I stayed at the hotel I commented on the fact that I thought the hotel was getting dingy and needed a face lift. The room I had this time was a lot better. It was bright and airy probably because it was highr up than the floors I normally seem to stay on. Please can you put me on the 6th floor or above from now on?
June 10, 2014
Rated 5 out of 5 by Willsdp63 Visit to London
This was one of the best SPG hotels I have ever stayed in and look forward to returning again soon. Excellent staff, excellent facilities and they treat their guests with the utmost respect. The facilities are stunnigly beautiful. Afternoon tea is a must. Close to Harvey Nichols and the best shopping London has to offerI stay in hotels all over the world but the service here you will find hard to beat - they are wonderful! Thank you so much!
June 9, 2014
Rated 5 out of 5 by JWUK Great hotel team, charming rooms, 5* breakfast experience
The hotel is great; perfect location, very helpful and kind hotel team, super efficient breakfast and most of all great value.
A good example; I wanted a caffeine free tea for my sister, the helpful girl in the Palm room came back within seconds with 3 options for me, and a bucket of ice that i'd asked for. The Breakfast team were also very efficient, and looked after us in 5-star style.
The rooms are charming, sure they are not super modern and slick, but that's the point - it's a genuine building and part of London's history - it will never be a vegas style modern room and nor should it should be!
The rooms are very comfortable, beds amazing, nice a quiet. Plenty of room and not crammed as many central London hotels are. I would strongly recommend this hotel for anyone who wants a London experience.
June 9, 2014
Rated 1 out of 5 by Stevieb23 Very Disappointed
I have stayed at this hotel twice before and had great experiences.
This time I booked myself here for 3 nights, booked rooms for 4 other colleagues, and booked a meeting room in the hotel.
The meeting room was great.
The hotel room....
First off let me say that I have stayed over 400 nights in Starwood hotels and I have never asked to change rooms before.
I get amazing treatment and great rooms as a perk of being a platinum member.
Not here. Not this time. The first room I checked into was on the 3rd floor with a view of a brick wall 6 feet from the window. It smelled like mildew. They moved me to a tiny room on the second floor that hasn't seen a renovation since the Churchill era.
There is something in the air in the room that is making me constantly cough and sneeze.I do not have allergies, so that is alarming. I have had a horrible sleep
They tell me they are fully booked and can't do anything for me but send up a guy with an air freshener spray.
As a platinum guest, I should have got a better room to start with. As a hotel guest, I should have got more help than that.
On top of that, they have managed to alter my SPG profile with someone else's name now attached to it.
I will not be coming back, I will not be recommending this hotel.
I travel the world with Starwood hotels, and until today, I have never been disappointed.
And that is too bad, because my first two stays here were great.
June 4, 2014
Rated 2 out of 5 by dspencer Public space wi-fi does not extend to the gym
Very annoying... the public wi-fi works right up until the door to the gym, but not when you cross over into the gym! Easy fix. Please do it!
June 4, 2014
Rated 1 out of 5 by Cyrus49 Great location but very disappointing stay
Great location and condition of the hotel was fine but three very disappointing aspects of Sheraton Park Lane London - poor front of house staff (doormen watched my wife put bags down to open her own front door), restaurant food quality worst quality of any SPG property and wifi consistently disconnecting. Unique layout and odd elevator behavior are part of the charm of a historic building but the issues with our stay are human issues that can / should be fixed.
May 31, 2014
Rated 4 out of 5 by Blaise Park Lane Hotel London
Very good experience. Location is excellent.
Internet free in guest rooms would be a welcome addition. Citrus restaurant is a real plus.
May 30, 2014
Rated 5 out of 5 by Tony45 Very nice hotel with great service
The rooms were somewhat dated but very nice and clean.
I like a firm pillow but the ones supplied were too soft. No I did not ask for firmer pillows.
The front desk people and the concierge were very helpful with any request.
I was told they are remodeling in September.
The sitting room was just wonderful and relaxing with harp music in the afternoon.
May 29, 2014
Rated 4 out of 5 by Matt519293 A perfect spot in London...
I recently spent a week @ The Park Lane Hotel in London on leisure. I was traveling with my spouse and another couple. We found the property to be delightful in almost every way. The service was outstanding in all areas. We found the front desk to be fantastic and the concierge outstanding. This IS a historic property and it IS in need of some renovation but it did not detract from our stay. We had some issues with temperature control when we checked in but it was repaired immediately. The lifts experienced problems throughout our stay but were repaired, etc. The rooms were very generous in size for a major European city. Although the rooms are a bit dated it truly didn't bother us or impact our stay in any way. I can't imagine how beautiful this property would be with a full-scale renovation. The location is absolute perfection. We enjoyed runs in the park directly across the street and an extremely easy commute to any shopping/dining on and around Piccadilly and easy access by foot to Soho and the West End Theatres. There is also a delightful little area located just steps from the hotel behind the property with proper pubs and dining. In all - a delightful experience and one worth repeating. Special thank you to Roman Husock for making the stay a stand out.
May 28, 2014
Rated 1 out of 5 by JonSmith Avoid this hotel
I was excited for this stay for one main reason. I had just achieved Gold status and was looking forward to the perks.
Unfortunately it was all downhill from there. For context, I was staying for a full week, and chose this hotel over lesser priced hotels in the area because of the typically good experiences I have at Starwood hotels. I can say that this was easily the most disappointing stay I've ever had with Starwood, and if this happens more often... well there are other hotel chain loyalty programs out there.
The number one problem with the hotel:
The staff overall could care less about you. For the issues described below, the response was typically something in the line of 'there's nothing we're going to do about it." So of course since issues were not being addressed, I had to continually bring them up resulting in the same conclusion. With exception of one of the engineers and a nice blond guy at the front desk, no one else made me feel like a welcome guest, especially one who was spending 2000 pounds for a week's stay.
One other quick example: On my second day which was a Sunday, I was still feeling jet lag. So I took a nap at 3 in the afternoon. My "Privacy Please" sign was hanging on the outside of my door, but sure enough I got a knock with "Housekeeping" spoken on the other side of the door. They were beginning to open the door when I got out of bed and opened it fully. I looked at the woman and man who were there, looked at the "Privacy Please" sign on the door, and then pointed to it. I asked why they are knocking on my door. The woman replied that it was hotel policy. Not even an apology. I went down to the front desk to complain about this, and the front desk repeated that it was hotel policy. I don't understand the point of the sign then. Horrible experience.
The number two problem with the hotel:
The air conditioning didn't work in my first room, and was a hair better in the second room (I had asked to switch and was the one request they did fulfill). In both room, the air conditioning panel has two knobs, but the wording above the knobs was faded, so I had no idea whether I was making things hotter or colder. The front desk was no help when I called down to ask how it worked. It was hot weather during my stay, and the AC should be something that works at these prices.
I would never stay here again, and I would dissuade others from staying here, and coincidentally when I was telling a friend about the experience, he said he stayed at this hotel during a business trip as well and had the same bad experience. You can definitely find better!
To the hotel: If you have someone staying for a week at a time, assume they are there for work and that there is high probability that they will be returning to the city in the future for other business trips and want to find a single hotel that takes care of them. If not, you lose a good persistent revenue opportunity. Case in point.
May 26, 2014
Rated 2 out of 5 by Jones71 Bathroom
The bathroom in room 417 wasn't big enough to swing a cat. Anybody slightly overweight would have massive difficulties to get the plug into the plughole as the toilet was situated so closely beside the bath. We would compare this hotel to an "old well worn" hotel in Torquay, not a major hotel in a Capital city. We expected better for the price paid.
May 23, 2014
Rated 3 out of 5 by Dave987654321 Wifi
Please sort out the wifi and phone signal coverage.
The wifi drops out all the time making it extremely difficult to do business. It's been like this during past stays also.
It's 2014, guests expect reliable internet in every room at a 5 star hotel
May 23, 2014