Rated 2 out of 5 by Sweetjane What's Going On Here!
This was our third stay at this property over the past 7 years. Although it is not as elegant or up to date in terms of its rooms as other hotels in the area, we have chosen it over others because of its location, room size (when upgraded) and general friendliness and efficiency of its staff. We are Starwood Gold and Amex Platinum customers, and both my husband and myself have journalism backgrounds. On the other two occasions (the last one two years ago) we were given lovely junior suites with park views, a room welcome of fruit and wine and quality chocolates, and had a friendly greeting of recognition. When our room was not ready(at a time when it should have been so), the desk staff invited us to have tea or a drink, and gave us an even better suite). This time, arriving on the Eurostar from Paris on a Saturday, the reverse occurred. The desk staff was diffident at best, did not allocate the type of room we preferred (even though I spoke with Mr. Bennett's assistant nearly a month before our arrival), and the room amenity was a small box of English toffee (perfect for my diabetic husband!). They knew it was my 60th birthday and that this was our third stay, and yet the check-in was perfunctory. Only when my husband complained did they manage to find a nice manager on duty named Andrew (we gave him a gold sticker later on) who tried to make ammends. Still, it was I who had to suggest giving us breakfast during our stay. He actually offered nothing. No further amenities were given, and we had to discover the free wifi feature for ourselves. The so-called deluxe double had a broken bathroom door handle, and the tub grips were loose as well. The fridge (which we requested in advance for my medicine and my husband's diabetic jam) was unavailable. They cleared out the minibar which did not work properly until I made them defrost the lump of old ice from the top. Also, the hotel was without a proper concierge, and when I asked some of the desk staff at that station for simple help with things like boarding passes, they refused to help until I reported the problem to management. At no time did any of the senior managers make contact with us. My husband is an editor and restaurant columnist for a major American paper, and I was a former guidebook editor for two major publishers. We have always encouraged our friends to give the Park Lane a try, but now.......American Express Vacations lists this property in the same category with the Savoy and the Ritz. We find this amusing. The location will always be a draw, but someone in the Starwood organization should review the rooms for quality control, and, more importantly, the staff for the same thing.
September 24, 2012
Rated 5 out of 5 by Roy50 Right where you want to be.
Great location, wonderful staff. You will not be disappointed.
November 25, 2013
Rated 2 out of 5 by BusinessTraveller11 Stay at The Park Lane Hotel
I was able to get into my room at 9:00 am on the day of arrival which was really nice. However, i wasn't recognized as a gold SPG member, wasn't offered any of the benefits and had to ask for them myself. I wasn't given a room with a view as requested nor was I offered an upgrade.
December 24, 2013
Rated 3 out of 5 by Everest Tea time
In the Starwood group the Parklane Hotel is on average level and suitable for tourists.I suggest to offer larger capacity at Restaurants (Teatime!) as many guests like to use it,but no seats available.We tried to make bookings from Germany in advance,but no chance,we got it than at Brown,s Hotel.
December 23, 2013
Rated 5 out of 5 by PamplonaEric Outstanding Service and Comfort
We arrived at the hotel after an all night flight and were able to check-in upon arrival at the hotel. We received a room upgrade, however there were issues with the Internet connection. One of the hotel staff, Andrew, assisted with troubleshooting the issue. He was the consummate professional who did everything to assist us. This included moving us to another room where the wireless Internet was functioning properly.
The bed was very comfortable and we slept extremely well.
The drinks at the hotel bar were very good and the service excellent.
Everyone at the hotel made us feel at home. It was a delightful stay. many thanks!
April 8, 2013
Rated 4 out of 5 by Mimi2012 Texan visits London
The hotel was very nice. My first room was exceptionally small. It was conveniently located close to my son's family Junior suite, but I could barely navigate around the bed.. I requested an upgrade and was moved the following day to a lovely executive suite.. Texans are used to wide open spaces. The breakfast restaurant was very nice. That is the only time we ate in the hotel except for the lobby bar which really did have very confusing and disruptive service for cocktails, but was a very comfortable place to sit for coffee in the morning. There are a lot of restaurants and shopping near by so it is a great location. Mayfair is my favorite part of town to stay.
October 10, 2012
Rated 3 out of 5 Excellent staff, nice room but had better
The park lane hotel is a nice hotel but it is in need of modernization. floor 6 has been done out really nicely while floor 2 and 8 are nothing to write home about. The hotel doesnt have a pool and while this clearly isnt the end of the world it is what I tend to expect in a Sheraton hotel. That said if you are looking for a brand name hotel which wont cost you the earth and is centrally located in london your not going to get any better than The Park Lane. The staff always go above and beyond to make your stay a pleasant experience. When things go wrong they are quick to acknowledge the issue and take steps to fix it.
May 25, 2013
Rated 1 out of 5 by JG123 this is the worst 5 star hotel i have stayed in
This should not be a 5 star hotel, the rooms are more like 3 star at best poor 4 star rooms, if there are superior rooms available than the one I stayed in then it is unfair that some guests get awful rooms. The hotel has designed its service to maximise it profit above any comfort or enjoyment for the guest, no free wifi (mine did not work to begin with either), no in room iron due to health and safety!!!! No in room tea or coffee, a bottle of complimentary water hidden in the expensive fridge, everything about the hotel was overly priced but then lacking in service and quality. I will never stay at this hotel again.
February 21, 2013
Rated 4 out of 5 by AlbertoMD London Get-away
I have stayed at this well-located property before. However, this time, I was with my daughter & infant granddaughter, which gave me a new. not-so-good persceptive. The property lacks sufficient "handicapped" options for navigating the hotel. Also, even though the staff knew we had a baby AND a stroller, rarely were we helped getting up and down the many stairs.Also, not until we asked about another, easier way to get to the breakfast room, were we shown a way to access it through the kitchen! Additionally, we were not told that a bottle of water would be an additional charge with our INCLUDED breakfast. Charges are fine, as long as the guest is advised ahead of time.
March 7, 2013
Rated 3 out of 5 by Tes11 very noisey room
On April 19 stayed at the ParkLane hotel and as a Platinum guest I was upgraded to a Studio room. Unfortunately i was given a very noisey room (111) facing the street and was not able to sleep all night. I called the front desk about 2 am and asked if they can move me to another room but was told they could not. In the morning when i complained to the front desk I was told they did not have any complaint about the room although the person i spoke in the night told me he will let the managment know when they arrive that morning. I am suggesting the hotel credit my account with the 12000 points i used to book the room.
April 23, 2012
Rated 3 out of 5 by CinnabarJ Great location,but facilities need updating
Great location. Concierge & bell staff very helpful. Check in problematic:I dropped off my wife with luggage to check us in while I was dropping off a rental car. Check was refused till I was back because reservation was in my name, even though my wife had her identification with her. Room was small room,bathroom poor . Ceiling light flickered on and off, and we had to turn it off. Room was supposed to have an extra bed. Called staff to request it. Someone showed up and said room was too small for one,even though reservation was for 3 people. I went down to speak to front desk and were told, a bed will be put in and the other staff was wrong.This was no 5 star facility!
May 11, 2013
Rated 2 out of 5 by DavidML01 Mixed Results
We stayed at the Park Lane twice in a month. The first stay we were upgraded to a big room with a big bath and closet. Comfortable but out of date. For four nights it was quite nice and we had no isse. Our second stay was overnight in a "Classic" room, because there were no upgrades. Classic means tiny, cramped, ugly, and out of date. If it weren't just for a quick overnight, we would have left. The room ws clean, the bedding good, and the towels good. Everything was functionl, but this is so out of date and ugly, it really should be down-marketed. It is very untypical of the Starwood properties we usually stay in.
March 24, 2012
Rated 2 out of 5 by MusicJ Too pricy and below average hotel.
The hotel was just average. Nothing special about it at all, and too pricy in comparison to what you got back. Temperature was super cold everywhere in the hotel, when I called and asked if there was something wrong with the temperature, as I turned the heat up, they said no and just sent me a heater. Zink was leaking water all over the bathroom, shower was old and hadn't been fixed for a while so water was coming out irregularly and the shower wasn't fresh at all.
Not recommended for a London business or leasure trip. Staff was good though, did the best they could, but the hotel really needs a fix-up.
September 16, 2013
Rated 1 out of 5 by Tahir Worst SPG Hotel I have stayed in
Appalling hotel. Dingy rooms - air conditioning that doesn't work - only appears to go on full heat blast and no sign advising of this. Horrible low energy light bulbs in the chandeliers in the dining room - lousy lighting quality makes breakfast a pretty miserable experience. Unfriendly and inattentive staff in dining room.
Very disappointed by this stay - many other hotels nearby that offer better quality and service. This one is 10+ years past it's overhaul date.
December 2, 2013
Rated 5 out of 5 by peterm Great staff and WONDERFUL location!
The concierge staff truly made every effort to make our stay enjoyable. They made sure we had bookings for the restaurants we wanted and researched what options we had [especially for the night of my wife's birthday! and this was NOT easy during the Christmas Holiday!] The are really helpful and welcoming ! The front desk staff were also great in allowing early check in, upgrading our room and sending a lovely amenity to our room.
The rooms need to be upgraded soon, they look very shabby. The lobby bar however is lovely and a wonderful place for a drink. I would certainly return and recommend the Park Lane!!
January 3, 2013
Rated 2 out of 5 by Irene Disappointing
First, the entrance to the hotel, on a side alley, was most underwhelming, to say the least. The room was adequate in size, but sorely in need of updating. It was a challenge to figure out where and how everything worked. I had to call the desk to find out where the hair dryer was...in the closet! And, there isn't even a plug in the bathroom to use the hair dryer! The only redeeming feature to the room was the quality of the bed, and the bath towels. And, the one redeeming feature to the hotel itself is it's location, and the entrance to the hotel from Piccadilly Road....it is a lovely lounge and bar area.
May 10, 2013
Rated 1 out of 5 by TBSheraton Not to the standards expected
This is a tired hotel much in need of renovation. As a platinum member I'm used to being treated as a valued guest and given access to the best the hotel has to offer. Unfortunately it didn't seem to matter who I was. From the old carpets in the hallway, to the damaged room doors, to the poorly lit room which faced the wall of another building and gave no view whatsoever to the toilet paper shoved in the window frame to stop the wind and rain blowing through, this hotel was a disappointment from start to finish. Breakfast, for which we were charged £70 (I understand that I chose a non-inclusive rate but then the hotel doesn't have a club lounge which I expected to use) consisted of 4 hot menu items and an automated machine to make pancakes. The umbrella, if you wanted to use one was £15 and there was no iron in either of the two dark rooms we reserved. The bathrooms were small. cold, dark and originally constructed in the 80's (or that's how old they felt), there were cracks in the paint and wallpaper, the bed was to twin units pushed together and very uncomfortable. The TV reception quality was grainy and the light fitting in the ceiling rattled when people above walked around. All in all a very disappointing visit and I won't be going back to this venue again when there are such wonderful hotels in the area. My loyalty to the Sheraton brand on this occasion has not been rewarded in spite of the usually very high standards I've experienced at other Sheraton hotels.
December 23, 2013
Rated 1 out of 5 by Atagama Unacceptable
I have been overcharged and a number of times tried to forward a complaint to the hotel. However, I e-mail do not get through.
Extremely poor service from front desk staff.
December 18, 2013
Rated 4 out of 5 by SPGRocks Great location.
The hotel is located conveniently, across from Hyde Park and Buckingham Palace, between two London Underground stops, just up the road from stops on the Big Bus tour, and near a variety of eateries and convenience stores. The only real negative was the layout of the bathroom. We expected the rooms to be different than back home in the US, however having the shower head on the long side of the tub caused it to protrude into the usable space making showering awkward. Ventilation in the bathroom would also help as the condensation from the shower left everything covered and slippery for a long time.
August 27, 2013
Rated 3 out of 5 by Jen330 Mixed Results
Staff is very polite and helpful, location is good, internet connection is stable, and taxis are readily available. However, the hotel continues to suffer from too few check-in/out staff, problematic phone service, and inadequate soundproofing. My room on an executive floor was near a staff storage facility, and constant loud noises from going in and out with rollaways and other items at all hours, disrupting rest and telecons. Finally, i could never get through to room service and rarely to Guest Services, having to go through operator after every failed attempt. Don't know if it is too few staff again.
November 13, 2012
Rated 3 out of 5 by Roscom Great location poor rooms
The first room I got was tiny and I asked to move as I was staying for 5 nights. THe second room was much better size wise with a great closet.
I felt the rooms were a bit old and the bathrooms in particular were poor. On 3 occasions when I came back in the evening there were insects (ants) in the sink, the shower was so tight the curtain constantly stuck to me.
December 8, 2013
Rated 1 out of 5 by Hyde Needs Complete Renovation
Only thing good about this hotel is the location and maid staff. Rooms are horrible. Outdated, air conditioning barely blows anything out and will sweat all night if weather is warm. Furniture and bath fixtures are decades old, etc. I moved rooms once and looked at several others, so I am not just referring to one room. The entire place needs to be gutted and renovated.
Front desk staff clueless and was typically a long 10-15 minute queu with other staff sitting and watching instead of helping assist guests. Desk did not know SPG benefits - tried to charge me for Internet until I corrected them and they took 5 minutes checking that it should be a free benefit for SPG members with status.
July 20, 2013
Rated 5 out of 5 by Tezza22 Super unspoilt 1930's features.
Looked good on web-site before booking and lived up to everything we expected. We will definitely be back.
December 16, 2013
Rated 4 out of 5 by guppy Great location and wonderful old building
Stayed for a weekend recently for a wedding nearby. Loved the location and style of the hotel.
Found it off tea/coffee making facilities where not in the room. On checkout told we could have requested it! There had been no mention of this in the room or check-in, so this was disappointed.
I thought the breakfast hot food selection wasn't brilliant, but then again maybe we could have asked for things they didn't have, but then again we were not told.
Biggest advice is if you go ask for anything you need just in case it's on a need-to-know basis!
Shame that the little things can impact your stay.
June 6, 2012
Rated 3 out of 5 by Flyingtailor Love Hate
Sometimes this hotel can do no wrong but sometimes they can really screw it up. I either love this hotel or really dislike this hotel. This time somewhere in the middle.
Got there at 2 30pm room not ready the front desk very seldom recognizes the Platinum status. Didn't offer coffee or drink there is no sympathy just go wait come back at 3pm that's check in. You can understand my frustration arrived in London at 6 am.
March 12, 2012
Rated 2 out of 5 by NickF13 The staff let me down continuously
I found the hotel well located but was let down by the staff who just weren't focussed on meeting the needs of the guests. So often I had to work hard to find someone to help (other than the male concierge who was a delight). Finding someone to help drag bags from Picadilly to reception was impossible. Like myself, many of the guests were simply pointed the way to travel with no offer of assistance...there are 8 steps that you need to drag your bags up to get to reception. I found the reception to be unfriendly as well.
November 11, 2013
Rated 2 out of 5 by Steve99 Not so platinum
Unfortunately I must say I was disappointed by the lack of recognition of my SPG status or the willingness of the staff to do the right thing. There was no chocolate, room upgrade, water, or attempt at refunding a pre-paid night although I let the hotel know at check in. No executive floor, included breakfast or aperitif included. Even at exit when I was asked if I was happy with my stay and I replied 'NO', and I was asked if they could have done something to improve and I said 'YES', nobody asked why I was not happy and what they could have done. A very disappointing Non-SPG-Platinum experience.
March 8, 2013
Rated 2 out of 5 by Robin18 Antiquated bathroom and heating/aircon
The bathroom was very tired. Fittings were ancient and clunky. Bath plug hole (?) was rusty. Using the mixer tap resulted in scalding hot or freezing cold shower. Bathroom door would not stay shut on it's own. Towel rail was on full blast and could not be turned off, making the room uncomfortably hot. The "aircon" was an old stand alone feature. Too noisy to use.
Would I pay £200+ to stay here ? No way.
December 2, 2013
Rated 2 out of 5 by BLRBusinessTraveller Not Sheraton Standard
Tired and in need of renovation. Staff are helpful, but too few of them means service is slow. Booked a suite - furnishings were basic & had seen better days. Curtains didn't close by a good 8 inches & were torn, obviously nobody had bothered to check them. Moved rooms, bigger suite - similar poor standard. No tea tray, no free water. Air con didn't work. Mould around bathroom window. Breakfast was the only good thing about the stay.
November 27, 2013
Rated 1 out of 5 by imaxc Forget about it...
This place is in serious need of a refurb...
I stayed here one night last week on a business trip, and paid just shy of 300GBP including breakfast, internet, and taxes, which is truly unbelievable if you consider that:
- the room was tiny
- the carpet was dirty
- the furniture is badly aged
- the air conditioner was a clunky, noisy, huge external unit, with a huge exhaust going through a hole in the window
- of 4 sockets on the wall by the desk, 3 were broken
- sanitaryware in the bathroom is again very old, similarly to the window, which was mouldy too
- it still has 2 separate taps for hot and cold water (we are in 2012, not in Victorian England)
Receptionists were ok, breakfast room staff ranged between rude and non-existent.
The only good thing about this place is the bar on the ground floor, which is truly impressive - but you can stay somewhere else and come here for a drink...
September 28, 2012