Rated 3 out of 5 by Cannyscot I have been here before.........what happened?
As SPG Platinum guest I expected more from this stay.
We were given room 710.
The non functioning air condition.
Despite two requests and the reception confirming personally that the turn down was noted.....nothing happened.
The 25 minute wait for the car from the garage.
The dilapidated condition.ok perhaps tired condition of the room.
The receptionist arguing that the discount I had applied for when booking parking online was not valid.....despite there being differing invoices sent post the visit stating otherwise.
The two invoices showing different amounts.....I can continue but whats the point......
When reception staff are argumentative, don't listen and make a simple issue a problem....you need to walk away.
With more than 650 nights in a SPG hotel.......I believe I can differentiate when my custom has a value .......I was very much left with the feeling that this was not the one.
I stay in Hotels about 80-100 times a year and this is the first time in a long time I regretted the experience.
Thats exactly how I feel..... i stayed here before.......I have had a very different experience...what has happened!
July 28, 2014
Rated 3 out of 5 by Ragzadi Terrible
The staff & Room service is terrific. Absolutely zero SPG recognition and the rooms allocated to us are always terrible old squeaky and not fresh at all. I'm an SPG Platinum and that's what you get at this hotel. It's simply pathetic!
June 20, 2012
Rated 5 out of 5 by travelfrequent Escellent Service
Great guest room; Great Service. Management cares about its guests.
August 22, 2014
Rated 5 out of 5 by 2VeryContentSwedes Gorgeous building, great location and superb staff
Exceptional hotel in the centre of London, that has little extra special touch.
Scrumptious breakfast in a beautiful old dining room to start your day off in style and a great night's sleep in very comfortable, super king size beds.
September 10, 2012
Rated 2 out of 5 by jefe1661 A/C needs work
The first night the a/c didn't work at all, the second and third night were better in a better room but still could use some upgrade.
August 4, 2014
Rated 5 out of 5 by kb002 Amazing location & great hotel
This location of this hotel is phenomenal, right adjacent to the park and very short walk to Buckhingham palace, nearby excellent shopping etc... Very charming hotel with great breakfasts and stylish lobby/tea room/restaraunt area
July 14, 2013
Rated 2 out of 5 by Nadhim staff low responsiveness
This is my second stay in sheraton park lane during 2 months. In both stay staff welcoming and response to customers simple request were extremely under expectations compared to what we used to get in others sheraton facilities.
August 31, 2013
Rated 3 out of 5 by Iaresearch Great Location
Perfectly located at a walking distance from high-end shopping areas, Hyde and Green Parks and with easy access to public transport. Staff was friendly and ready to assist. The rooms should be looked at by an interior designer.
January 8, 2013
Rated 3 out of 5 by RoPSP Great location
Excellent location, really great, that was the most important thing in my last trip. Room very small and basic, expected a little more for a Sheraton, but good for sleep with minimum comfort. Staff helpful. Would come back.
September 30, 2012
Rated 4 out of 5 by Europ4541 Friendly staff
We have booked the Park Lane Hotel because its situation is perfect :near the typiccal touristic locations so you can visit all them by walk. It's tea ceremony is outstanding. We certainly come back when we are in London.
May 20, 2013
Rated 4 out of 5 by Neo60 Great hotel right in the middle of London
Hotel is conveniently located right next to Green park and Hyde Park and very close to Oxford street, Buckingham palace and many other great places
July 22, 2014
Rated 5 out of 5 by javaz Nice hotel and very good location
It was my second time at the hotel, and the experience was much better than before, very fast at check in there was an argentinan guy really kind and efficient , I am platinum member and I was upgrade to a very nice room
February 25, 2013
Rated 5 out of 5 by Roomwithaview Splendid stay
Yes, a splendid stay indeed. The Park Lane is a warm and hospitable hotel. All menbers of the staff are extremely kind and helpful. This year we especially liked to see the young female concierge receive her golden keys!
January 7, 2013
Rated 3 out of 5 by Robs Great location
Old hotel but nice.
King size bedroom is ok, single bedroom defintely too small.
Great location, staff is friendly and very professional.
On my last stay there was no more coffee kettle in the room, that I found a minus.
March 5, 2013
Rated 4 out of 5 by czazza1 Last minute booking
We booked this hotel at the last minute for an overnight stay and it was a nice, pleasant stay. The only recommendation is for wi-fi to be made available in all the rooms as we were not able to access wi-fi in our room.
December 29, 2012
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 3 out of 5 by Felix43 This hotel needs modernisation
Hotel is in a great location however for the price the rooms do need a makeover - also the staff service is very slow and during the event we attended very unprofessional and could do with a great deal more training
November 18, 2013
Rated 4 out of 5 by bungle61 Park Lane
The hotel was clean smart and the staff very helpful. The down side was the Full English breakfast cold only scrambled eggs waiting for other item's from the kitchen quite the worst English breakfast I have ever had
November 17, 2013
Rated 3 out of 5 by haa7491 Good location and classic rich architecture
The hotel in general is good. But rooms need another look. house keeping staff needs training and supervision.
Resurants and food are excellent.
No SPG recognition. In general only giving discount at the resturant.
March 10, 2013
Rated 1 out of 5 by cookie49 The room was a closet!!!
We used our starwood points and what a waste!!!! The room had to be the smallest in the hotel. The air conditioner didn"t work and we had no view at all. I would think they would treat gold star wood guest better.
July 27, 2013
Rated 2 out of 5 by jfg2003 Tatty and Lon overdue for a refurb
Location is spectacular at this property which could be one of Starwood's Crown Jewels in Europe but which is dusty and in tatters. A shadow of its former glory, someone could turn this into a premier destination.
February 22, 2013
Rated 3 out of 5 by mayu park lane hotel
very very good location cant go wrong. also the staff was very helpful . but the room are very old and not as per sheraton standard.
shower area was very sleeperly .
i would not stay there again
May 21, 2014
Rated 4 out of 5 by MaggyMay I have no complaints
The hotel met all of our needs. I read some of the poor reviews on line but frankly we had no issues.
Location was great. Service in the hotel was very good. When I come back to London, I will stay here again.
December 2, 2013
Rated 1 out of 5 by ParkLaneLondonNeverAgain HARD TO BELIEVE
It was my first stay with a Starwood Hotel in London and hard to believe. Beside that the property including the rooms are old, the service lacks even more.
Very disappointing and depressing for GBP 299.00!
December 5, 2013
Rated 2 out of 5 by Betty1233 Dissapointment
Dark rooms with dated furniture and carpets.
Dripping faucets in the bathroom, lights not working properly, refrigerator not working at all. Staff looks tired and doesn't offer assistance promptly.
April 17, 2014
Rated 3 out of 5 by FrequentGuest123 Sheraton Park Lane London
Overall experience is fine. The variety and quality of food especially the breakfast can be substantially improved.
July 27, 2014
Rated 4 out of 5 by Traveller13 Great location
The hotel was very good, location excellent. The only criticism would be that in order to boil the kettle in the room you had to get down on your knees under the desk to plug it in! Otherwise first class.
March 11, 2013
Rated 3 out of 5 by superkev Fraudulent charge
I found it very difficult to remove a fraudulent breakfast charge that appeared on my bill. I complained to 3 different staff members, and still am not sure if the issue has been resolved.
May 12, 2014
Rated 2 out of 5 by MichaelM2010 Good location, thats about it really
I have to say that I have been somewhat disappointed with this hotel. I love the location, the great room, the breakfast room and the some aspects of the "victorian" image of the hotel. In Particular Mr Newton, a server during breakfast was wonderful and I commend him for a job well done. I am a lifetime Platinum and its always nice to get that as a perk.
I do like the Victorian aspect of the hotel but in the end things have to work especially when you are paying the rates that I paid for my 5 day stay.
Most outlets don't work - They had to send me a transformer to charge my electronics
No Water in the room - I am a lifetime platinum guest and should have water
Minibar was never re-stocked
Carpets are very old and musty
Bathroom is extremely dated and in need of updating while keeping the old look
I was also rather surprised that when I reported a couple of problems to the front desk that nobody called me back to apologize or offer an explanation. This is the very essence of poor customer service.
from a rating of 1-10 I would give my stay here a 3. That just ain't good!
Hopefully this will help you address some much needed customer service issues.
Certainly not worth the money......
August 3, 2014
Rated 4 out of 5 by smurfie Great Hotel - Great Location
Brilliant location for our needs - friendly and helpful staff - relaxing atmosphere. Cooked buffet breakfast was a slight letdown, but a good choice of fruits, cold dishes etc. Will definately return.
November 30, 2011