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 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 K2you Great stay, Great location
When we arrived, well after the 3pm check time, we were told we'd have to wait about a hour for our room. So we had a beverage and an amazing fruit bowl in the Palm Court Lounge. My husband checked back after about 50 minutes and the same woman told him it would be another 10 minutes after looking at her watch and nothing else. Like she was just making this up. Once we arrived at the room, we were dumbfounded. We were supposed to have a "guaranteed" executive king room which I paid extra with my Starwood points. The room was so small that there would be nowhere to put a rollaway bed for our daughter who was possibly joining us the last two nights, --as was supposed to be noted in our reservation--. When our luggage arrive just moments later, via the wonderful Dennis R --porter or concierge? still don't know--, he too stated this was not what we should have. In fact, he pointed out that it was a queen bed and not a king! We went back to the check in desk where there was another woman, Vergonya --hope I'm spelling it right--. And she too seemed a little miffed about the whole thing. In fact, it was just then that I even realized the first woman did zero in welcoming me as a gold member. Well, this was So very remedied by wonderful Vergonya! She started over, apologized, welcomed me as a gold member, offering me my choice of welcome gift, etc. Dennis took us up to the correct room --which probably was ready for us originally, ugh--, and what a huge difference. It was lovely and so spacious! From here on out, EVERYTHING was perfect! Location is great. Dinner at Citrus, breakfast at the other restaurant, just wonderful. The concierge team was great. They were able to get us our fast-pass for the London-Eye, which was the one thing I forgot to purchase before leaving home. In addition, they helped us navigate the "Tube" and we soon felt like Londoners. Housekeeping was great. Always leaving extra towels after we asked the first day and even leaving an extra water occasionally. In case people don't know, a tip goes a long way. Room service was awesome. One evening we just wanted something light and didn't know what to order, when the man on the other end --forgot his name-- suggested a tomato soup that was to die for. Two mornings we had room service so early because of tours, and the gentlemen that brought those, were so quiet, I didn't even hear them come in! When my husband did wake me, there was such a beautiful table set up, that I have no idea how I couldn't have heard them. Very respectful. The one thing we forgot to do, was give our "parting gift" to Dennis R on our way out as he helped us in the cab. We even called from the taxi when we realized it was still in my husbands pocket and no one would/could take a credit card payment and give him cash. I still have the 20 GBP bill I would love to send, if I know it will get to him. Please let me know. What a GREAT place to be!!
October 27, 2013
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 2 out of 5 by Basol In need of significant upgrade
The hotel is located in a great location but is in dire need of an upgrade.
The breakfast area is dull and not up to the Starwood standard. There was a foul smell throughout the common areas in the hotel. In order to cover the odor, there was a lot of fragrance sprayed throughout which made the smell even worse. During our stay, we did our best to stay away from the common areas.
The elevator system is awful. There are two elevators (not elevator banks, just elevators) which are not adjacent to each other with two separate call buttons which are not linked. Every time we wanted to use the elevator, we would have to press two call buttons and run back and forth.
August 17, 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 21, 2014
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 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 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 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 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 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 4 out of 5 by Aristea Good hotel with great potential
Hotel perfectly located in London with a wonderful art deco coffee - bar area serving excellent tea & drinks.
Rooms are being under renovation so the 2 rooms I got were of a lesser quality that what I experienced in previous stays. Certainly rooms need to be renovated.
Disappointed that breakfast is not buffet any more. It used to be excellent as a buffet. However, besides served a la carte, food quality was good.
Overall a pleasant experience for the 4th time, but with good renovation and better guest relations, this hotel has a great potential.
November 5, 2014
Rated 1 out of 5 by TravellerwithStandards Take Heed Fellow Travellers
It was a nightmare that I didn't wake up from until I was far away from the place - literally I was getting ticketed by the London parking guy while trying to load my bags and leave for the airport. The managers apologize and make excuses, but that isn't enough. I wish I had read a review before booking.
Renovation means the place is ancient and there are better rooms in the dungeons of the Tower of London.
December 1, 2014
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 5 out of 5 by Ggypsy Smiling front desk improves thesis great hotel
I have been staying at the Park Lane for nearly 20 years, it is a beautiful property with great idiosyncratic period style that distinguishes it from run-of-the-mill formula-designed central London hotels.
This weekend I also felt a new friendlier style and welcome at the front desk, which had become a bit tired and sometimes surly - this time the "you belong" motto worked and my family and I were all impressed.
The hotel is about to start renovations - staff tell me they are excited and very focussed on keeping the style while adding modern facilities. Fingers crossed that it works.
September 23, 2014
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 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 4 out of 5 by Boss75 Superb hotel apart from extractor fan noise
My wife and her friend enjoyed a superb stay at the hotel. The staff were excellent as was the afternoon cream tea. Ideally situated for most of London's attractions my wife really did enjoy her stay.
However, I wonder if by using SPG points to pay for a room you are allocated the rooms next to the extractor fans as was the case for my wife. As a Prefered Guest I was hoping that her room would at least be comparable to a full paying guest. Unfortunately she did not speak to the front desk but did not get a very good nights sleep.
That being said she did really enjoy the hotel and would stay again, so long as the room was quiet and not next to the fans.
November 11, 2013
Rated 5 out of 5 by DisgruntledinLondon London Sept 28-30
I am a platinum guest and I was assigned a room about the size of a closet. The room was badly in need of renovation and I felt very uncomfortable in the room. I will not stay in this hotel anymore and I am questioning whether I will even stay at Starwood hotels anymore if the conditions of their hotels are so poor.
October 1, 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 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 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 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 3 out of 5 by Mouna Needs improvement
Delay at Check in. the receptionist ignored us as if we were invisible and tried to be apologetic after we argued with him. The room provided was very small. the bathroom is clean but very old system with fluctuating hot and cold water mixer, the drain system was not working properly. The internet was weak and kept on interrupting.
I have stayed before at this hotel but the rooms were in better shape. This stay was based on spg rewards points. I hope this kind of rooms are not kept for "preferred spg" clients. However, the location is superb and the concierge was extremely helpful.
August 31, 2014
Rated 4 out of 5 by Tres50 50th birthday treat!!
we stayed for one night end of November 13 (booked through Show and Stay website) to celebrate my partners 50th!!
the room 135 was small but enough for our stay, the bed was very comfortable!! I was kept awake til late (2.30am) by the thudding sound of the disco/ballroom near by!! Then the people staying in the room above had the TV on loud so were chatting loud too at 2.30am!! the staff were very welcoming and friendly during our stay!! As a lot of people have said on here the hotel needs sprucing up, paintwork, carpet cleaning, updating the bathroom etc!!! Good food variety at breakfast too!!
December 2, 2013