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 1 out of 5 by Desperatelyseekingquality Less than Mediocre-needs major upgrade
The only good thing going for this hotel is it's location and its concierge (who was very helpful). Sheraton was never a very good brand and this hotel certainly doesn't help.
This hotel is in serious need of an upgrade. the building is impressive from the outside and so is the main bar, however, everything else, including the rooms needs to be brought up to date, especially the circa 1920's bathrooms. This hotel seems to cater for tourists that never travel or Brits coming for weddings at the ballroom to get plastered
December 7, 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.
December 7, 2011
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 3 out of 5 by Pflowen Great location-not 5 star!
My wife and I stayed in this hotel for 2 nights. I have always been impressed with the hotels in the spg chain. This hotel is rich with history, but unfortunately the hotel really shows the age. The lobby/loungue area is very nice but the hotel rooms are very plain and lack charm. As a gold member we were upgraded into a delux room, however, based on the room we got I would hate to see what the basic room is like. Despite this I would recommend this hotel but by no means would I ever say its 5 stars. If you booked it with a rating of 3 stars you would be happy with the room since you would not be expecting what every other 5 star spg hotel offers.
May 5, 2013
Rated 4 out of 5 by IndianLawyer1 Bad reviews possibly exaggerated - good hotel
I recently submitted a bid on PriceLine for a 5 star hotel in London and with my bid eventually being accepted by The Sheraton Park Lane Hotel on Piccadilly. And after our mostly pleasant stay at the hotel, I have to say that either the Park Lane quickly got their ducks in a row in response to several bad reviews or most of the negative reviews are over-exaggerated. Either that or most of the American reviewers don’t take into account that European accommodations are more expensive and sometimes are not as nice as they are in the States for a comparably priced hotel. Granted the Park Lane is old and could probably use a facelift. But my wife and I had a wonderful stay at the Park Lane and we would most definitely stay there again - if the price is right.
Initially after reading all the mostly negative reviews about this hotel, I must admit I immediately set out to get a refund or anything and everything I could do to get out of the Priceline reservation. I usually take a few bad reviews with a grain of salt. But with the more than several bad reviews being written about the Park Lane, I was obviously very concerned. But after being denied a refund or any other recourse, we decided to make the best of the situation and enjoy ourselves. But before we checked in, I contacted the hotel management directly via E-mail, shared my concerns over the negative reviews, and made a few special requests such as no smoking preferences and possible early check-in. And to my pleasant surprise, the hotel staff was very pleasant and helpful and our room was ready for check-in at 9 am. Yes - a 9 am check-in. Since we were coming from Stuttgart, we wouldn't be jet lagged and were to the contrary ready to hit the ground running. And we did just that since our room was ready at 9 am. Even if it hadn't been ready, the hotel has luggage storage which we did use on our last day there.
As far as the negatives of this hotel, there weren't that many and they were minor. Again given the different standards between US and European hotels, this hotel probably wouldn't rate a 5 star in the States. But at the same time it was very elegant, historic, and clean. Regardless, the only negatives I can think of are the hallway floors did creak when you walked on them, a sign of old age. But that wasn't a big issue with us. Also, the bathroom lavatory had one faucet for hot water and one faucet for cold water. So in other words, you couldn't get warm water to come out of the faucet. The shower had a "regular" faucet and we had no problems with inconsistent water temperature. I will agree though with one reviewer that stated the shower curtain was a bit too short for the tub although we didn't have any problems with getting water on the floor. And since my Priceline bid was accepted, the price for a London hotel was pretty good. However, I would have hated to have paid full price for the same room, which I think at the time was approaching $400 US per night.
Now for the positives - and there are many. Fantastic location! You are less than a five minute walk in either direction on Piccadilly to a Tube stop and about a 10 minute walk from Piccadilly Circus in one direction and Harrod's in the other direction. And along the way to the Green Park Tube stop, there are numerous places to have a more decently priced breakfast, including a Pret and a Starbucks. If you're flying into Heathrow, the location is also fantastic since you just have to get on a Piccadilly Line train at Heathrow and stay on until you get to Hyde Park Corner or Green Park Tube stops. You don't have to change trains. Although the Paddington Express is probably good for other hotels, the Park Lane's location and convenience essentially nullifies any time you would save by using the Express since you'd have to change trains at Paddington. The area around Buckingham Palace is also just across the street. And I could go on and on about the location. The only other thing that would have made the location better is if it was right next to a Tube stop. Otherwise, the location can't be beat.
As far as the room itself, the size was comparable to many hotels I've stayed in in the States. My wife absolutely loved the firm King bed although it was a little too firm for my tastes. There was a heated towel rack, the bathroom was a great size, and I didn't smell any smoke or mustiness in the common areas as one reviewer mentioned. And I would be able to smell smoke a mile away since I don't smoke and I'm allergic to it.
Bottom line, I believe most of the negative reviews on the Park Lane are over-exaggerated and probably come from people who are used to a five star level equivalent to the Four Seasons on Maui or some other exotic location. Again granted the hotel is a little old and could use a facelift. But the old charm of the hotel, including the art deco design in the Ballroom area, and its fantastic location make it a true gem of London hotels. Again, I'd have hated to have paid full price for the same room. But when we come to London again, we'll probably try Priceline again and hope that we get this hotel once again.
Music City USA (Nashville, TN)
March 26, 2012
Rated 3 out of 5 by Richard58 Points stay
Stayed at hotel on points. Room not available on arrival, despite request,(though Hotel was full), but was fresh and bright once inside. amenities for an exec room, a little on the basic side. No cotton buds, shoe cleaning kit, available.
Was kept awake by kids in room next door belting out Abba songs late at night and early morning. Could hear a lot of what was being said too in that room.
Hotel bar staff friendly and efficient, though a strange (cleaning like) smell lingered in the bar during the time I was there.
Internet worked efficiently, though object to having to pay GBP 16 per day for its use.
Hotel location good, which is a major plus.
February 27, 2012
Rated 2 out of 5 by NFSIII Great location but...
As many have said this hotel is in a great location, and if you plan to spend little time in your room then it may offer the value proposition for you. But expect the poor service (except concierge who was the exception), average food and environs of high occupancy hotel in Olympic year (room and furniture is tired) but it is in a great location.
This Sheraton in disguise, does not live up to the brand values that frequent travellers and SPG members may expect.
July 22, 2012
Rated 4 out of 5 by Tom1954 One night on points Room 546
Our stay was on points during the Olympics and we were assigned room 546. The air conditioning worked well... we were actually cool until we turned the thermostat up. There was a large walk in closet. The safe did not seem to work. The bathroom was fine, water pressure and temperature fin. The shower in the bath worked but the space is small (no curved shower curtain... Towel warmer worked. no meals were taken at the hotel. Even though it is on Piccadilly, one can access from Brick Lane. it is about equidistant from Hyde Park Corner and Green Park tube stations. I plan to check in for two nights today, and will try to write a review on this upcoming stay.
August 12, 2012
Rated 2 out of 5 by Kim161 Unimpressed for a SPG property
This hotel overall was not worth the money. The breakfast at 25 pounds was terrible and not worth it. we asked for some bread and a drink at the bar because tea and coffee are not in the room they said they would send it up. It took 30 mins and they charged a fee to bring it. The wireless is also not worth the cost and not free anywhere, not even the lobby. The noise traveled throughout and even on the 3rd floor the noise from an event kept us up well into the night. I complained and nothing was done. I was told a manager would contact me and they would give me points to make up for it, still no contact or points have been given, I wil not stay here again.
September 27, 2012
Rated 1 out of 5 by Londoncalling Not Sheraton Standard
This property is not well maintained and the staff is not very well trained. Starwood Platinum membership does not seem to be considered for the simplest requests on the reservation such as a non smoking room. This is a two star hotel at most.
June 14, 2014
Rated 5 out of 5 by Visit207 Comfort, style, proximity, elegance, home from home. This is our 4th stay and we consider it home
This hotel has wonderful accommodation, friendly staff, authentic architcture and surroundings. It is 2 minutes away from Market square, 10 minutes from the tube, 15 minutes from the theaters. It overlooks a beautiful park, is moments away from the Palace. It is spectacular. My wife and I love it and consider it home from home. We are Westin owners and feel our stay at the hotel give greater flexibly, more luxury and freedom than if we owned a flat and had all of the encumbent responsibilities. We love this hotel and it never lets us down
April 16, 2014
Rated 3 out of 5 by Flyingtailor In need of serious Reno
I love hate this hotel I really like the hotel but the hotel really needs a reno. Had to change rooms they upgraded to a nice room but when I got there the smell of the disinfectant was so strong Icould not handle it.
The other room was not bad but the heat was not on so they gave me a small heater.
I really like this hotel great location good service and like I and love the palm court.
PS one of the best high tea in London
October 9, 2012
Rated 5 out of 5 by FrequentTraveller59 Fantastic stay
The Hotel is rich in atmosphere, spacious and comfortable suites and helpful staff.
Our stay has been wonderful and I any persons of Hotel staff that have taken care of us with kindness, cordiality and competence.
Mr Roman ( Reception & Guest Relation Manager) Miss Giovanna (Front Desk & Reception) and Mrs Pot (Restaurant Bracewells ,had a part in making our stay unforgettable.
. Thank you very much!
August 26, 2013
Rated 4 out of 5 by WM1000 Great Location
Great location, very good sized room and friendly staff.
June 15, 2014
Rated 1 out of 5 by sswan Worst SPG Experience I have ever had
After putting me in the smallest room I have ever seen I asked to move to a different hotel. They would not allow me to move without a penalty even though I was going to another SPG location. Instead, they gave me a larger room with a "King Bed"; a king bed is two beds pushed together. Whoever rated this hotel as category 5 is really at fault. Housekeeping slammed every door they opened.
October 9, 2012
Rated 5 out of 5 by Cr11 Very nice Hotel
We stayed at the Hotel the first time and it will not be the last.
We had a nice room for three guests and it was big and nice.
Some guest say it is old but I guess it depends how you look at it. I think it is old English Charme.
We loved the Hotel and would especialy like to thank Richard, Ricky and Antonio for their extensive help.
We had a great vacation and will be back.
May 8, 2013
Rated 5 out of 5 by Chuck1959 We loved our stay!
We new the Park Lane had a great location, but we have to say we were really pleased with the hotel itself. The room and bed were excellent/comfortable and the shower pressure unbelievable! The lounge spaces were excellent and the staff was always pleasant and helpful. Our daughter and granddaughter had a separate room and were equally pleased. We would recommend to anyone.
April 30, 2014
Rated 1 out of 5 by LLIRE Not a good stay
I stayed with you on Monday night and the guests in the room beside me had a crying baby who cried solid from 9pm until 1pm and then intermittedly through the nigth and then again in the morning. I spoke t your guest services and initially they told me to wait to see if the crying would stop. When it didn't I called back to see if they could move me and they said the hotel was full and there was no way to move me which was pretty disappointing given that I could not sleep. Also I have stayed with your hotel twcie before and the first time, when i arrived you had no room for me despite the fact that I had a confirmed booking and at midnight moved me to a different hotel which was a 15/20 minute drive away with little apology and little other option. I wanted to flag both these issues as I always stay SPG but your hotel has fell very short of my expectations and I would not like to experience either of those experiences again. Thanks Olivia
October 2, 2013
Rated 4 out of 5 by Jon1 Fantastic location
The hotel was easy to find, just a 5 minute walk from the tube station. The location within London was perfect, just a 5 minute walk through the park to Buckingham Palace. Every member of staff were extremely polite. The room was a decent size and very clean. Good selection within the mini bar and the room service selection. Breakfast was delicious and was served within a fantastic time window. All in all we had a lovely time. If we had to be critical in any way then it would be the lack of communal areas within the hotel for a family with a small child to go. The bar and afternoon tea area wasn't very welcoming.
February 16, 2012
Rated 5 out of 5 by JoeNYC Beautiful location, excellent facilities
My fiancée and I stayed at the Park Lane following a long week of travels throughout Central Europe and it was PERFECT for 24 hours in London. The hotel is centrally located so we could easily walk to shops, restaurants, Buckingham Palace, parks, etc.
Terrific experience, I would highly recommend.
May 23, 2013
Rated 4 out of 5 by dobbin had a better stay this time
The previous occasion I stayed at the hotel I commented on the fact that I thought the hotel was getting dingy and needed a face lift. The room I had this time was a lot better. It was bright and airy probably because it was highr up than the floors I normally seem to stay on. Please can you put me on the 6th floor or above from now on?
June 10, 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 Could have been a great stay...
Great upgrade to a studio suite overlooking Green Park and very pleasant staff at check-in. We took advantage of a special offer of 50% off food and beverages on in-room dining and the food was delicious.
This stay was all set to get a five-star review, but then... the a/c didn't work and, because the walls lean inwards, the curtains do not hang flush against the windows resulting in lots of light coming in as soon as the sun was up. And when I complained that it was misleading that some of the food and beverages costs were not discounted by 50% -- no exclusions were listed on the offer -- I was told simply that it was not misleading. Clearly I must be stupid to be so misled!
April 18, 2012
Rated 2 out of 5 by Chrispie Good front of house, poor standard rooms
Although this was a five star hotel, and the facilities and front of house is excellent. The quality and standard of the room and bathroom was poor, I have stayed in local bed and breakfast with much better standards of room
October 7, 2012
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,
December 11, 2013
Rated 5 out of 5 by LAGal Great customer service
I got myself in a pickle and the front desk manager Kia was fantastic. She went beyond the call of duty to help me and for that this hotel has my loyalty. Overall, this is a wonderful place to stay while in London.
June 21, 2013
Rated 2 out of 5 by Rennie Room needs an overhaul
The room I stayed in was very tired and needed a refurbishment and overhaul. The bathroom looked like it was something straight out of the 50's. The free standing airconditioning unit also cheapened the experience.
October 7, 2012
Rated 5 out of 5 by FTL2k Great experience
I'm a regular at Sheraton Park Lane (over 20 stays so far) and I've decided to write a review that would summarize my experiences here.
As mentioned in many reviews here it is true that the hotel is in a perfect location - just few minutes walk from Picadilly Circus, Westminster, Hyde Park, Oxford Street etc. It is placed in an almost 100-year old building, which has both advantages and drawbacks. It is great if you want to experience the old-school London, because all the interiors and rooms in the hotel are arranged to match the 1920's style which makes it pretty unique. On the drawback side - it probably affects things such as heating / air conditioning effectiveness and sound-proofing of the rooms (some of which can get a bit noisy, especially when close to elevator shafts). That said, I have to admit that I've never had any issue if I've found a room not suiting my needs and asked the reception staff to change it.
Overall I've had a great experience staying there, with good facilities, attentive and helpful staff (especially front desk) and very good Platinum recognition.
April 26, 2013
Rated 5 out of 5 by MRNICK As good as it gets!
This is a spectacular hotel which successfully catches another time and space. I spend nearly 280 days every year in hotels and this one takes the cake. The people are wonderful and make me feel so very much at home each and every time that I visit.
April 30, 2014