Rated 1 out of 5 by Louis33 I stayed and did not complain
Note that I did not approach the hotel staff to complain, and they were friendly enough, but I suspected that the rate I had booked was not one that the hotel was willing to upgrade. I was very surprised by the size and the quality of the room that I was given upon my arrival, and upon more closely reviewing my reservation details, I am even more disappointed. If I had not walked into the hotel myself, I would have thought that I was in a hostel, and not of a Sheraton. Perhaps the hotel was full, but as a platinum SPG member I expected more.
April 7, 2014
Rated 4 out of 5 by busyissy Would return
One night stay with my daughter. We were pleasantly surprised after reading reviews and would recommend to others. However make sure you make your requirements clear before check in as our needs could not be met.
April 7, 2014
Rated 4 out of 5 by blahblahblah123 April Visit
The hotel has a great location and on avaregare the room sizes are good. The air conditioning needs improvement as it does not work and th rooms can be stuffy.
As I platinum member I do not find I get any extra eprks as I wait long for my room to be ready and my complimentary water is only replensihed if I ask.
April 7, 2014
Rated 1 out of 5 by Jimmyl Very Dated rooms that are well overdue an upgrade
I booked for a King Bed room, but the first room I was assigned had two single beds bolted together, which does not make a king bed as there will always be a gap between them no matter what mattress protector you put on top.
The adjoining bathroom was antiquated to say the least. A stand in bath shower with the shower fittings in the middle of the bath (no room to move with shower curtain on your back) and fittings unable to hold the shower head up when water coming through.
The room smelt old and the carpet and furniture backed that up, just way too old and dated. With a portable AC unit with the hose out of the window that was too noisy to leave on overnight and was did not cool down the room sufficiently .
I then "upgraded" to an Executive Room the only difference being a walk-in shower and proper king bed. Furniture and fittings were exactly the same.
I frequently stay in this area of London, and can safely say I will not return to The Park Lane Hotel until I know a serious upgrade has happened. The value for money is just not there.
April 7, 2014
Rated 2 out of 5 by Royston bad service from the start
After 12 hours flight plus 1.5 hours drive to the hotel, the worst thing any traveler want to receive is bad service from the hotel. It would be most unfortunate for any visitor (especially one who has just travelled thousand of miles) to feel unwelcome at the hotel.
The staff that I met was rude and unhelpful. It was not about me not getting the type of room that I wanted, but the way and manner that she responded to me. It was totally disgusting. She even inputed my name wrongly in the system, and that caused me a lot of troubles when I was trying to get on to the internet.
I have been a faithful supporter of the SPG hotels for a long time. This experience has changed my impression of the SPG hotels completely in a negative way.
April 6, 2014
Rated 5 out of 5 by shoetraveler Excellent Stay in Sleepy Area
I typically stay in Covent Gardens or Knightsbridge, so Picadilly isn't my usual area - that being said the staff was excellent. Every request was easily, quickly & politely attended to. I really enjoyed my stay
April 4, 2014
Rated 3 out of 5 by JHenley Free is not always great
booked two star points nights (24,000) and did not get value. The room was very tired, in a hidden corner on the first floor, minimal amenities tho it was supposed to be an executive upgrade. Wi-Fi was good. Breakfast for 20 pounds was ordinary little fresh fruit, very ordinary choices on the buffet
no better than a cheap airport hotel.
Ackward lobby location off a hidden back alley rather than a minor entrance on Piccadilly.
April 1, 2014
Rated 3 out of 5 by Kirk1844 Tired and ready for the pension.
This is Hotel was a fine hotel in its day. Its Sad to Say that despite the horrible staff(50% of the time I stayed here) are less then helpful. You have a great location for London...W1(not George Bush,,,he did win twice too.) and that is why I stay here when "the Price is Right". I've dropped my gold SPG and traded for another chain(those mormon folk) as I have not been overly impressed with SPG through the many years I have been a member....sorry to say this.
March 31, 2014
Rated 1 out of 5 by unhappyinLondon Not worthy of SPG BRand
I foolishly asked my travel agent to book a nice SPG hotel in London without looking at any reviews or details. When I arrived I thought the lobby looked dated and in need of a update. The room was even worse. There was nothing overtly wrong but very worn down and dated i.e from the 80's. I spent five minutes in the room and went back to the front desk to ask for a more up to date room. I was told that all the rooms were that way. I had my travel agent book another hotel and left. I was very disappointed that they did charge me for one night. I am going to be very reluctant to book at a Sheraton again.
March 30, 2014
Rated 1 out of 5 by firbat Worse Hotel Ever
I slept with Instincts in my bed
I called room service and showed them the instincts on the bed and in the bathroom
March 30, 2014
Rated 4 out of 5 by PMF1972 Good for a family vacation
We stayed here for 6 nights - booked adjoining rooms on the sixth floor. One had a lovely view of Green Park. The rooms were clean, modern and big enough (bathroom water pressure was modest). Staff was extremely helpful, especially the concierge. The location was perfect - easy to walk/tube/bus everywhere. The restaurants were good not great - but London has so many good options for food. Overall, we thought the Park Lane was just right for a family vacation.
March 28, 2014
Rated 3 out of 5 by jeffmy OK but did disappoint.....
Staff is friendly and the place is fine. location is very good. I think my issue is Friday night the palm bar is closing before 12:30am. the website says it's open til 2am. I wanted 1 drink and a lite snack and I was told to go to room service. not what you want to hear. the place was still busy and people asking for drinks past 1am. No luck.
Building does need some upgrades, but it's a decent place, I'll stay again, but I get little upset when you pay good money to stay at a place and the staff chooses to close early especially on a friday night. location is close to green park station, picadilly line from heathrow is nice.
March 22, 2014
Rated 3 out of 5 by Luvtrvl Good location/Sad room
Although a good location near Buckingham Palace, with lovely reception rooms and nice restaurants, the suite I had was very tired looking and in need of some TLC.
Room had separate living room with huge bedroom and bathroom. Unfortunately, furniture looked like they had been purchased at garage sale. There were stains on the carpet and woodwork looked like it had been painted over so many times that it was chipping and cracked throughout.
If possible, stay at another Starwood facility.
March 16, 2014
Rated 4 out of 5 by emailksravi Exellent location and facilities
Exellent location and facilities
March 4, 2014
Rated 5 out of 5 by MILES AN EXCEPTIONAL EXPERIENCE ALL AROUND!!
I had the pleasure of staying at the PARK LANE for 4 nts in February, and ALL of my expectations were met! As a platinum guest, I was upgraded to an amazing suite, looking on to Hyde Park. The suite was fabulous! I was personally greeted by Mr. Roman H at the front desk, who went out of his way to ensure that my stay was exceptional. The hotel is older, but the rooms & facilities are modern and spacious. The location is superb, and the complimentary breakfast is generous & tasty. I look forwar to my return to the Park Lane soon. Finally, Mr. Roman H is a superb Ambassador for all that is great about SPG and about this particular hotel.
March 4, 2014
Rated 4 out of 5 by MILES EXCELLENT EXPERIENCE IN LONDON!
We recently spent 4 days at the PARK LANE HOTEL in London. All aspects were SUPERB! We were given an upgrade to a magnificent suite, overlooking Green Park! The room was very large, and we were treated like ROYALTY. The staff was also first-rate: friendly, accommodating, engaged in making my stay more perfect. A special acknowledgement to Mr. Roman H. at the front desk, as well as Zolton from concierge services. I would DEFINITELY RECOMMEND the PARK LANE to any guest, and in particular, to GOLD & PLATINUM level guests...this was 1 of my BEST SPG stays ever...THANK YOU!
February 23, 2014
Rated 1 out of 5 by ChicagotoParis2014 Stay somewhere else
This is a very old hotel, in need of repairs. In addition, the staff is not attentive and the hotel is poorly run.
The rooms have not been updated since 1990 - and they are not vintage / classic - they are in disrepair. The staff is slow to respond and has no platinum recognition.
The hotel would be tolerable for $100 but not for any more. Certainly not for the current point level, either. It is surprising that it is considered a Starwood property.
February 20, 2014
Rated 1 out of 5 by pbiage Old and dusty
I was planning a romantic 2 days in London, I was extremely disappointed by the hotel standard. Way below any Starwood I have stayed before and I cannot believe it is considered category 5. The hotel is ageing badly, not in a charming way. The rooms are very old, with an horrible carpet. Very Smelly. Old furniture, old bathroom. The room smelled of smoke despite being a no smoking room. Some cheap motels have better furniture and atmosphere then this hotel. Very disappointed.
February 19, 2014
Rated 2 out of 5 by JRAPH89 Average hotel, worst breakfast experience
Locations is convenient to visit London, w Green Park station 5 minutes away.
The hotel itself looks very old from the inside.
Rooms are ok but amenities / bathroom / floor are old and poor quality (not user friendly)... Beds are comfortable.
We had the worst breakfast experience ever during the Valentine's day week end. Workload had not been anticipated by the staff: we had to wait outside for 15 minutes before getting and table. Then the hot buffet was completely empty and when we ordered eggs & bacon; it arrived more than 20 minutes after the order... On top of that the breakfast waitress was not nice at all.
For these reasons we do not recommend this hotel.
February 16, 2014
Rated 1 out of 5 by CM77 This hotel has lost its way...
I have stayed at this hotel many times in the past 15 years, but have not been to London for the last 2 years. I came back, and had the worst Starwood experience ever. (For the record, I have more than 1 year of nights in starwood hotels, and am a lifetime gold member).
I booked 3 rooms, and got tiny rooms on the 1st and 2nd floor for a Platinum (and Gold) Guests. The Internet was virtually unusable, and help line informed us that they could not help until the next day.
The rooms are now very dated, dirty and worn, and in major need to refurbishment.
Checked out early and will never be back.
This hotel is not up to standard for a modern business traveller, and would recommend that you look somewhere else if you require a functional room that you can work in.
February 13, 2014
Rated 4 out of 5 by Molina Old money charm in a superb location
It's disappointing to read so many negative reviews about this hotel as we really enjoyed our stay. First of all, it has a lot of old money charm and features which is nice to see and I think in keeping with its location on Park Lane. The room itself was perfectly reasonable and had the essentials: a comfortable bed, plush linens and clean. The bath was a 20's or 30's tub which was enjoyed as lots of hotels now have opted for just a shower room. We had drinks in the Palm Court and breakfast at Bracewells, both had a Tinker Tailor vibe which made the hotel so unique.
I would definitely recommend this hotel if you enjoy charm over sleek. Plus, you're in London, you should be out enjoying the city not the room!
February 3, 2014
Rated 1 out of 5 by JOwi A 4star hotel at best
This hotel is definitely outdated, it needs a lot of TLC. Although the location is very good, there is plenty to let it down.
The staff is generally unfriendly and rude, it feels like there is not a nice atmosphere around. So much for Platinum, and loyalty... got a standard room and was told that there was no upgrade available. Fair enough... but when I called SPG they told me that there was plenty availability.
The last upgrade to this facility was probably done in ... 1976?!
Will I come back? I don't know... might want to give it a second chance, at least in respect to service, who knows, maybe I will feel welcome as a platinum member next time.
January 22, 2014
Rated 1 out of 5 by NewYork1547 Worst SPG experience I've ever had
The first night of my stay, the hotel had a party in its ballroom - it was so loud that my bed was 'thudding,' and even with earplugs I could not sleep until it was over. It was by far the worst experience I have ever had in any SPG hotel. Perhaps if it had been a different weekend, I would have had a better experience; as it was, this stay was entirely dissatisfying and well below SPG standards. I was placed on floor 1 of the hotel despite being Platinum status and was told the hotel was full so there were no options to move.
As further note of the hotel's neglect, the towels were fraying and the toilet had not been properly cleaned.
January 20, 2014
Rated 1 out of 5 by dbm53 Not up to Starwood Quality
While the location is great, the Hotel did not live up to expectations as a Starwood property. As a platinum member I was quite disappointed. Unfortunately, from the beginning, we felt treated like unwanted house guests when using award points. The staff's common phrase was "not possible" to just about everything. Even when we made some simple requests. Also, for the first 4 days or so the hotel would not give us key cards that lasted more than 24 hours. So every night we had to go to the front desk and show ID to get new cards processed. Not a big deal but an inconvenience after a long day/night. We sought to use our suite upgrades but were denied the request even though we got the sense from the staff that suites were available for some or most of the nights but that they did not want us to move rooms during the stay and wanted to hold on to the suites. The beds are not up to Sheraton standards. All in all neither the hotel nor staff lived up to the Starwood brand.
January 14, 2014
Rated 2 out of 5 by toddml Needs a lot of work
I stayed at this hotel a few times over a couple of months but currently would only consider it if the price made a lot of sense.
Some stays were exceptional, others however were terrible. The rooms are very hit and miss, even when upgraded to a suite some are far better than others in terms of upkeep! The main issue with the rooms however is the beds, they are sweetsleeper, but nearly all of them are twins made into kings. I have never noticed it at any other hotel using the sweetsleeper but the join between the beds is very noticable and uncomfortable so to me anything but a sweet sleeper bed in the true sense of the word.
The breakfast seemed to go downhill as well, the good thing is a Full English for Plats, the downside being less was put out, so if you wanted beans you had to request them, by the time they arrived everything else was cold, or if you were in a rush no chance as they were never quick.
The staff in general at the hotel seemed to take little pride in their work, despite returning several times over a couple of months rarely was there recognition of this and even less of SPG status. There was a couple of front desk staff who did make an effort but it was far to hit and miss to be reliable.
On the plus Citrus is very good and I enjoyed eating there several times, food quality is generally very high and seems reasonable value.
The bar area is actually a walk through area for people from the main street to reception, so while it looks very nice there is a high amount of foot traffic and at night it always seemed full of children so certainly not somewhere to enjoy a relaxing drink after a meal.
Overall it could be a very good property, I can see why the Sheraton badge has been removed and generally until the owners see fit to spend some money on it I would only consider it if the price was very good.
January 13, 2014
Rated 1 out of 5 by RoadWarrior247 One of the worse places - avoid!
Possibly one of the worse experiences I have ever had at any property (250+ nights at SPG): 1. Very poor service - nightshift staff went out of their way to make my stay UNPLEASANT. They were rude and unhelpful even though I really needed their help at 2AM. If I could give negative stars, I would. Although management tried to apologize the next day, I felt it was insincere. If you like good service and to be treated with respect, I would avoid this hotel at all cost. 2. Rooms are from the 1960's I think... Dirty carpets, broken air conditioner/heater, small TV, limited channels, and internet that worked intermediately. Bathroom was not too bad, and to be fair only reason why it gets 2 stars. 3. Location - a bit deceiving. It's on Piccadilly, however it is an unpleasant 15-20 min walk in the cold during winter from Piccadilly Circus and Leicester Square. Overall very unpleasant stay and would avoid this establishment like the plague in the future.
January 13, 2014
Rated 5 out of 5 by Polgraph London for the New Year
Our experience with the staff and the facility were met and beyond our expectations. There were some minor glitches but all in all the experience was great.
January 2, 2014
Rated 3 out of 5 by MKBUK This is not how to do service recovery
I have always rated this hotel highly for the staff and the fact they always give me a nice upgrade to a park-view room. However the fixtures and fittings are tired and desperately in need of renovation.
After my last stay, I noted the ineffective AC, the poor tv/radio offering and the too-weak wifi signal. In response, a front-office manager promised I would be "looked after" on the next stay. This was that stay.
Unfortunately, the hotel decided, wrongly, that getting a strong wifi signal was my top priority, so they gave away my pre-assigned park-view room and put me in a room on the back of the hotel. It's a pity they didn't ask me before making that switch. And the problems remain with the AC and tv/radio.
The promised tea/coffee tray was not present and had to be requested. The bottled water that is free for SPG members did not appear at all.
I certainly did not feel "looked after" as this was my least enjoyable stay here.
December 31, 2013
Rated 5 out of 5 by BryanC Great Service
A great stay. We stayed during the last week end before Christmas, London was extremely busy, but the hotel catered excellently for my family and I (2 x Children 8 and 6), and the staff made it easy to forget the chaos outside. Car parking arrangements were excellent. (underground, attended garage), and the Hotel Reception & Check in/out was quick and easy. Breakfast was great with a mix of Hot and Cold Buffet, with accommodating opening hours.
December 24, 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