Rated 3 out of 5 by CAPSTER Tattered
Hotel needs major investment. The ground floor areas are fine but the upstairs is old and needs work. The staff is doing the best they can do with what they have to work with. This is a corporate thing to fix. Location is absolutely top notch.
21 de Dezembro de 2011
Rated 3 out of 5 by Tes11 Stay at Park Lane Sheraton, London
i asked for bottle of water and it took almost 30 minutes to get it. The remote control for the TV was not in the room and it also took about 20 minutes to get one. The bath room was outdated and was very cold as the cold air from the outside was getting in into the bath room.
14 de Dezembro de 2011
Rated 3 out of 5 by Carolyn37 Solid hotel in a great location
This hotel is not plush but it is in a very convenient location. We were not happy with the initial room we were assigned but the hotel was responsive and moved us to a much nicer room in the same category. The rooms were clean and well maintained - the windows worked - an even though it was on a busy street the rooms were quiet.
We also found the room service food to be quite decent and a good alternative to a restaurant when we didn't have much time for a meal before going out to a play or event.
The front desk staff were very responsive to requests and went out of their way to accommodate us.
I would definitely stay here again.
13 de Dezembro de 2011
Rated 3 out of 5 by Globaltraveler25 Hotel needs updating
The lobby of the hotel is nice and warm however, the rest of the hotel needs a face lift. My room desperately needed a paint job and the furniture was dented and splintering. I asked the front desk if my room was indicative of the rest of the rooms and received a "Yes, that is our standard room". The concierge was less than helpful when I was asking directions to make a client meeting, Overall, I would not stay at this hotel again except the location was not bad.
12 de Dezembro de 2011
Rated 3 out of 5 by Louise90 Disappointing
Stayed one night which was quite enough. Whilst the property had clearly once been a grand old building, apart from the room where afternoon tea was served, it had seen better days. The staff on a bleak reception were surly and the 'Classic' room was small and certainly not up to 4 or 5* standard. The bathroom was old and fairly grim. This was in fact a room we had been given because we had complained about the size of the first one. All in all, a very disappointing stay and surprisingly so for a Starwood property.
7 de Dezembro de 2011
Rated 3 out of 5 by LandedSPG The Park lane? Try the ZOO Lane!
C'mon you were suppose to be the one hotel in the London SPG roster that we can count on. But you let me down. I stayed there for 3 nights in 2010 but never returned!
What sucks about you is the frond desk staff (Minus the bell hops and concierge, they were good). No upgrade at all is not cool, but telling me lies about the occupancy is even worse. I have eyes, I see the empty hotel lobby at noon (prime time for check in and check outs) and what's worse about lying to me is having your co-worker come and tell you that you can upgrade me because there are rooms available. BUT what's even worse than that is to not have still been upgraded, I ended up in the same room, but on a higher floor! That's not an upgrade, it's just moving up!
Anyway, this is what these hotel managers don't realize. If the check-in experience sucks, no matter how good everything is, we tend to remember that part and write two paragraphs saying how horrible it was and one sentence saying how good everything else was.
Good: food, service location.
Bad: re-read the first two paragraphs and pound your desk as you read it!
This hotel should be a category 3 at best! At best!
16 de Novembro de 2011
Rated 3 out of 5 by SERVCAN 3 STAR ROOM IN A FIVE STAR PROPERTY
WE BOOKED A 5 STAR PROPERTY BUT WE GOT A 3 STAR ROOM. WHEN WE ASKED ABOUT IT, WE WERE TOLD " IT IS UNFORTUNATE THAT YOU GOT STUCK IN ONE OF OUR UNRENOVATED ROOMS" WE ASKED TO BE MOVED BUT THEY DEMANDED ONOTHER $100.00 PER NIGHT!!
THIS ROOM HAD A PORTABLE A/C UNIT IN THE MIDDLE OF THE FLOOR!!
8 de Novembro de 2011
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.
16 de Fevereiro de 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.
13 de Janeiro de 2014
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.
24 de Dezembro de 2013
Rated 2 out of 5 by Ronitli22 Not 5***** not even 4****
Shabby, old and far, no internet for free. Checkin was too long, although very friendly.
No coffee or tea availability in the room
Will not recommend it,
11 de Dezembro de 2013
Rated 2 out of 5 by Jasonrh Hotel falls short
I booked this hotel due to availability issues at Le Meridien close by. The hotel set up is odd in that you have to pass through the tea room restaurant to get to registration and lifts each time.
Upon check in as a platinum, my room was not ready even at noon. I ended up waiting to get in until after 330 pm. After having flown all night prior and calling to request the room early, this was frustrating. I then asked if there was a gym shower to clean up without a room and there was nothing.
During my stay I had issues in my room. I used my suite awards and was put in a suite where I had leaky faucets in my bathroom which I had to have fixed each day. The Internet was terrible. Hardly worked in my room at all.
When I reported my issues to the front desk, the staff were pretentious and offered no real solutions except to say we will have maintenance look into leaks and Internet I could call the supplier. No remedies were really found my entire stay.
I was truly disappointed at the lack of customer service and at the lack of compensation back for the amount I spent for the product I received.
The only real benefit to this hotel is location to sites and to the underground if travelling in from/to Heathrow. It's easy to find.
9 de Dezembro de 2013
Rated 2 out of 5 by blahblahblah123 Not worth the Frustration
The hotel has a good location, but is "hit and miss', with both the quality of the rooms, services offered and billing.
You can have a great room or a tiny cramped room with limited internet access. I noticed a major error in my credit card charges that teh hotel had made and had to bring it to the attention of the hotel where they were not very prompt at all in correcting.
8 de Dezembro de 2013
Rated 2 out of 5 by CC2072 Has potential
Staff trying to be helpful, however the hotel falls far short of its reputation. The room was small, the bathroom even smaller. There were no power points in useful places. I had to move the desk to open and close the window. A large amount of money was frozen on my credit card, unnecessarily and then it wasn't released. I had to call and asked for it to be released.
3 de Dezembro de 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.
2 de Dezembro de 2013
Rated 2 out of 5 by DrTech disappointing
No coffee/tea facilities in room
Poor TV selection
28 de Novembro de 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.
27 de Novembro de 2013
Rated 2 out of 5 by tourist12 Needs improvement.
This hotel should not be considered SPG. The facilities are old and need to be updated. The room rates are too high for this level of quality.
My room was so small I could barely get in and out. For guest who are prefer to shower, the bathtub is very narrow and dangerous to shower in.
23 de Novembro de 2013
Rated 2 out of 5 by RBMQuinn Sheraton by name but not by standard
The whole experience was very disappointing. While the location and public areas are excellent, this is not followed through in the accommodation section. The room was unbearably small and the door swung back into me, leaving a bruise on my arm. The room was very run down: peeling paint on the frames, a curtain which did not cover the whole window. If I had not booked on a pre-paid basis, I would have checked out immediately. There are far better hotels in London available for less.
The Reception Staff need attention. They were frazzled and inefficient. They spoke downwards and muttered even when asked not to do so. I am deaf and hate having to say this to people to get them to speak directly to me. Even when I said it, they invariably spoke down again meaning that I could neither catch what they said or lip read. In spite of correcting them again and again, they addressed me by the wrong title. One Receptionist even tried to convince me that I had booked under another name (other than my own?!?) It was a very frustrating experience.
Other staff we met, however, were most pleasant and efficient.
Paying for WiFi??? In this day and age, it is ridiculous - especially for a business hotel. It is the first time in years I was asked to pay for WiFi in any hotel I stay in.
The breakfast was okay but certainly not on par with that served in other Sheratons we have stayed in.
Our whole experience left us thinking this is a Sheraton in name but not standard. We won't be back and we certainly will not be recommending it.
20 de Novembro de 2013
Rated 2 out of 5 by mischa Horrible concierge service
Having stayed at this hotel numerous times, I knew better than to expect stellar service. I stay here as I am very comfortable with the location and know the surrounding area well.
On this visit, we walked by the concierge desk first to for a walking map and a simple question on how to get around as London was celebrating National Remembrance Day. We were handed a map and before we could open our mouths the concierge walked away.
The next experience was trying to find out if we could get theatre tickets. We were told there would be not problem. We asked what shows were in town and the concierge walked away with out a word. An employee wearing a "tool belt" around his waist, started to look around behind the counter to help us. The concierge came out from the back room and dismissively gave us a poorly printed list of shows. No dialog, no suggestions.
The next time, we walked by and there was no concierge. After a few moments, a young man walked up to ask us if we needed help. But before we could ask our question,a senior concierge walked up and lead the other employee into the back room. The senior concierge was so rude!
I walked to the reception desk and asked to speak to the manager. He apologized and called us in the room to give us information regarding train tickets to Birmingham. We asked about a rental; car option, he could not assist us. We ended up researching and booking online. Took us about an hour as we kept having to go to google maps to figure out what location was closest.
After leaving we realized that the poor service at the concierge desk came from the top down. The senior concierge, who I have seen on previous visits sets the negative tone of all of his staff.
The other realization was how much I appreciate all of the wonderful concierges I had the pleasure to have assist me with enjoying my stay or simplifying my stay.
11 de Novembro de 2013
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.
11 de Novembro de 2013
Rated 2 out of 5 by Del1705 Had to ask for everything
Firstly we were left with one bar of soap for 2 people for a 3 night stay. The first night kept awake with a constant thumping. It was not until the second evening that we found out we had to ask ask for complimentary drinks eg Tea, coffee. The facillities were old and needed replacing, cost of internet, Tv, Movies etc were very expensive for the 3 days. We were very disappointed overall we expected better for something like Park Lane.
30 de Outubro de 2013
Rated 2 out of 5 by re1234 this hotel is mismanaged
i had a horrid experience this time, after booking the room and requesting for the room and explicitly requesting for a timely room availability, i went to the hotel at 16:00, i was asked to wait for 1 hour and 15 mins - mind you that was after 9 hours flight and a hour cab drive to the hotel and i thought the check in was 15:00? and then they give me a non smoker room on a smoking floor and i still don't know how that works as my room was full of smoke and smell and when i complained the send me air freshener spray and that too after asking me if i was allergic to Ozone? you dont have enough space to put down the entire thing but all in all - disappointing
27 de Outubro de 2013
Rated 2 out of 5 by hellokit room is small and old
The room is small and old. there is no executive lounge at the hotel. Location is good though, very close to the park and shopping districts.
When I checked out, I gave 3 green save cards to the staff but at the end they only rewarded me 500 pints instead of 1500 points. I wrote to the hotel but issue wasn't resolved. I wondered any investigation was done or they said say No to me without any explaination.
Overall experience with the hotel was very disappointing.
22 de Outubro de 2013
Rated 2 out of 5 by ERIC2010 One night in Park Lane
I got my room with my wife using points earned as Platinum member whilst working in China. I do not see my famnily very often and Expecation of hotel was high but a few things were disappointing. Breakfast was not included and would have cost 25 pounds each or a forfeit of 500 points for staying at hotel. This forfeit was only mentioned by the concierge on checking out and after he had informed us that it would cost over 6000 points if not using forfeit - strange logic here!! The breakfast had a good selection but the service was not very good with staff pouring tea that was too weak imto mugs instead of cup and saucer and not providing sufficient cutlery. Plates for the hot buffet were not warmed and the hot buffet food was not hot enough and cold by the time we were half way through. Although there was an ironing board in room we had to ask for an iron. The sockets in the room were coming away from the wall and one of them would not accept the plug. Room was overlooking main road and very noisy until 3am. Being a Platinum memeber I would have expected a better located room.
The room should have been 350 pounds if I had not used points and overall I donot think it was worth this much.
7 de Outubro de 2013
Rated 2 out of 5 by Atlanta311 Very dated
Elevators were jarring, stopped unevenly on floors. Plugs in the room did not work well. The lights in the gym shut off in the middle of my workout.
25 de Setembro de 2013
Rated 2 out of 5 by JOHN26247 This is a hotel in need of care for guests
I am not really sure wether this freview will be read but I stay in hotels a lot and whilst I use secret hotels a lot this was billed as a 5* hotel but was little more than 3*.
The bed had no protective cover and when we asked for pilow protectors due to the pillows smelling musky we got extra pillow cases which were thrust at us rather than being put on.
I stay is Starwood hotels a fair bit and this is not meeting your standards - very sad.
23 de Setembro de 2013
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.
16 de Setembro de 2013
Rated 2 out of 5 by Notajoke Platinum Experince...Not
For people who do not regularly stay at hotels I would suggest that the experience they receive at this hotel was fine.
However as a Platinum member I was expecting a little more, why?
The check-in sign for SPG Gold and Platinum serves no purpose, everyone queued. In every other SPG hotel I have stayed in there is clear separation, thus allowing Gold & Platinum members the respect for the dedication to SPG hotel group. The same experience was received on check-out. Please do not tell me that at peak times this occurs, if you know it occurs then staff it accordingly.
The “Suite Night” upgrade I used was a disappointment, the room was tierd in appearance, the bed and especially the pillows were not the “Sheraton” standard, no iron in room. The view from the room felt like I was looking through into a back alley. I was also surprised that not even complimentary water was provided.
The whole experience did not make me feel valued; I suppose we cannot expect the same level of service at all of the Sheraton Hotels.
9 de Setembro de 2013
Rated 2 out of 5 by Brett2908 Poor room and excuses
I had a standard room. I was forced to upgrade to an executive room to obtain something acceptable. In the standard room, there was no shower and the sink was blocked. I cleaned my teeth and was left with a mess in the sink - and could not then shave. The shower was over the bath, but the curtain was a flimsy plastic affair that stopped 6 inches above the bath. It had two affects: 1) the bathroom floor became flooded as did the toilet seat 2) the curtain instantly wrapped around and clung to your body making it a very poor cold experience - in fact almost impossible to rinse - and leaving further soapy, slippery floor.
I complained. The excuse provided was that the curtains are all like that because head office think it’s unsafe to have a longer curtain in case anyone slips! Why are guests treated as idiots? Having a curtain the overlaps the top of the bath is not dangerous for goodness sakes. On the contrary, guaranteeing a wet soapy slippery floor is!
The room itself had a noisy (would I sleep!?) portable aircon unit - with a flexi pipe running to a whole in the window. Not nice, or good.
I agreed to pay to upgrade. I was asked to come back to reception to get the new key! i.e. get dried, dressed, re-pack, descend, queue, wait - do all in reverse. Reception did agree to send someone up with my new key to minimise the inconvenience.
Yes, it's a standard room I had - but standard cannot and should not equate to poor!
The staff were on the whole great, polite and professional - especially when they stopped trying to justify poor quality with puffery.
7 de Setembro de 2013