Rated 3 out of 5 by MFS1 Disappointing end to the stay
I have stayed at the hotel before and was disappointed to say the least to the outcome of my complaint to the room service food, my partner ordered a sandwich and we got a bagel instead, no problem until she tried to eat it, it was rock hard, literally, I mentioned this on checking out and presented it to the receptionist, after a brief discussion with her superior they explained that the filling was still OK to eat and were only prepared to deduct the £5 for the room service, how very professional, hence we wont be going back on principle.
October 7, 2013
Rated 4 out of 5 by Juan Well located and nice staff
This hotel is one of my favourites when travelling for doing business in the area
October 4, 2013
Rated 3 out of 5 by SimonB Small outdated room
the room was so small the double bed only just fitted in against a wall. Not what I expect of a Sheraton!
October 3, 2013
Rated 5 out of 5 by Mickie1963 Great location
Management was excellent and very accommodating.
October 2, 2013
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 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 3 out of 5 by ZZ2013 Old hotel, average facilities and poor value for money
Corridors, doors, rooms, gym, quite aged.
Mattress too soft.
Breakfast needs serious improvement. No fresh juice. Bacon hard and overcooked. Sausages, average. Scarce egg in the scrambled.
Rates too high for overall package provided
Left a message in the butler's phone to get an ironing machine and did not receive any response.
Reception and Breakfast staff were superbly helpful and extremely nice and friendly.
Bar and halls give a grand and promising first impression.
September 26, 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.
September 25, 2013
Rated 1 out of 5 by John1071 Outdated and musty- look elsewhere
I've stayed at the Park Lane Hotel several times- but this will be my last. The hotel is very dated- not in a charming British way, but in a musty, creaky, I think I'll keep my shoes on the whole time way. To say that this hotel is high mileage would be an understatement. The location is great and if you can get an upgraded room it's not horrible. But, I've been stuck in the musty hot closet sized rooms too many times now, and will definitely be looking elsewhere when I return to London. I mostly stayed here for the SPG points, but it's just not worth it anymore.
September 23, 2013
Rated 5 out of 5 by AH82 Great Location and Friendly Staff
The location is perfect for exploring London while enjoying a break from the crowds. Located about a 15-minute walk from the hustle and bustle of Piccadilly Circus, the Park Lane is along side a beautiful (great for strolling, people watching, or a jog).
The staff is extremely helpful and accommodating. We enjoyed an upgraded room and the platinum breakfast. The concierge assisted with tickets and transportation - going above and beyond to help secure tickets "forgotten" in the U.S.
September 23, 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.
September 23, 2013
Rated 5 out of 5 by MountainJ Understated Elegance - refreshing in an otherwise brash new world
I was somewhat reticent to book a stay at the Park Lane Hotel after reading a number of scathing reviews. However, my own firsthand experience was quite the opposite. The place has an understated elegance that many brash souls used to eating in faux-marble designed MacDonald’s or zipping through neon-lit modern airports find hard to appreciate. The room I had (6th floor) was large and generally well appointed – the only quibble being that the light switch to the bathroom was to the left of the right opening door...
Having been brought up in a relatively opulent country manor in Surrey, I found the bathroom’s classic design very reassuring. Sure, the taps don’t have dual-flow, but as I wrote, everything doesn’t need to be regressed to the functional blandness of a fast-food outlet. The bed were comfortable and the sheets crisply clean and ironed. The towels, equally spring-fresh. The staff were some of the most competent and pleasant - without being sycophantic, I have come across.
My guess is that a proportion of the people who have complained about their stay here are those that really could not afford such near-upper class style, but splurged all they same. Having done so, they were then hyper-sensitive to every perceived blemish to “get their money’s worth”, without realizing elegance and the latest high-tech gizmo are anathema! I will certainly return... And the location saved hours and a fair chunk of change on Tube and taxi rides...
September 17, 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.
September 16, 2013
Rated 1 out of 5 by Dalmike Awful
There was no water bottle in the room even though I had gold standard. The Internet was AWFUL. The price was rdiculous and the staff was rude.
September 14, 2013
Rated 1 out of 5 by spg53 Worst SPG Hotel
I have been to many SPG hotels and this one was the worst, by far. The experience from check-in, the full stay and check-out was terrible.
Check-in was way past schedule, front desk manager was extremely rude. Room was unacceptable. Amenities in the room were scarce. Check-out had unexpected charges and each staff member seemed unconcerned with my experience.
September 11, 2013
Rated 1 out of 5 by Gordon Convenient But Tired
The property is very tired and in need of a major remodeling. While a bargain for using SPG points, rooms and common area facilities are extremely old and not very clean. Service is very inconsistent, with some staff offering outstanding service and others best suited for another profession. The GM was very responsive to a complaint but is nevertheless tasked with guiding a badly damaged ship into port for repairs.
September 11, 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.
September 9, 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.
September 7, 2013
Rated 4 out of 5 Shaving kit - concierge
I needed a shaving kit. You supplied one to me, but it was horrible. Very painful shaving oneself with it.
Concierge people were very helpful
September 4, 2013
Rated 1 out of 5 by John706 Tired hotel, poor service
I have stayed at the Park Lane hotel probably in excess of 15 times over the last 10 years. The hotel is in an awesome location but as become increasingly tired over that time. The guest room furniture and décor is inferior to most inner city (non-updated) Sheratons in the US. Normally however the service is acceptable. However our stay over Easter this year was unacceptable. We accidentally left our passports in the room which the hotel found but inexplicably did not attempt to contact us to notify us that we had left them behind despite having booth our email numbers as well as our email addresses. Not having our passports caused us to miss our flights when we were returning to the US the following week. This was compounded when I returned to the hotel to collect the passports and they didn't offer to book a room for us for the night and instead left us to deal with reservations. No apology was ever made for not attempting to contact us. This mistake was ours; but the Park Lane not contacting us cost me $1,250 in change fees plus having to ay for an extra hotel night so an apology and helping me find a new room would have been the minimum expected. I have since stayed at the hotel due to its proximity and still no apology, the staff member did say unprompted that the hotel was due for a renovation. After a couple of days I ended up switching to another hotel for the rest of my trip
September 3, 2013
Rated 5 out of 5 by Mandy63 This hotel has style and character
We found this hotel to be very clean and comfortable,decorated in a lovely art deco style.The rooms were presented well and very inviting. Towels and linen were crisp and white with a good choice of toiletries.The staff were obliging and helpful at all times. We were pleasantly surprised after reading some negative reviews. We struggled to find any fault any where in the hotel. Great location and ideal for getting around. We will recommended this super hotel and definitely re visit in the near future.
September 2, 2013
Rated 4 out of 5 by DiDo13 Great location and great staff
A really beautiful hotel and the staff could not have been more accomodating. We enjoyed our stay and would go back to the hotel again. The room was a very long walk from the elevator and there was only a single easily available plug with which to charge cell phones and computers
September 1, 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 4 out of 5 by Op4leisure Pleasant experience
Initially concerned with the negative comments made by some previous residents, I was pleasantly satisfied with my stay in this hotel and the use of the Citrus restaurant. I especially found all the staff I encountered very professional and obliging to my needs.
August 27, 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 5 out of 5 by Marge65 Great staff.
The concierge staff made finding London's highlights easy. Plus they got us a great dinner reservation. Room service was prompt,
August 26, 2013
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 1 out of 5 by Nottoberevealed Fairly Awful
It's hard to know where to begin. The property is a mess.
The reception area is old, worn and faded, just like the rooms. Seems that not much has been updated since Margaret Thatcher left office. The space is awful, awkwardly set up and not what one expects from a Sheraton property. Aside from the lovely Palm Court, which is a restaurant, not a reception area, there is no space for the public other than to stand in a very cramped few square meters in front of the reception desk.
The rooms are equally tattered, faded and unpleasant. The walls, floors and decor are from another century and not in a lovely antique way. Even the beds do not come up to the Sheraton standard. And they are set up with a strange collection of beat up, mismatched furniture.
Lastly, there are the issues of process and customer service. When I checked in I was told that the card I had reserved with had been declined. (which it turned out was not true...they never even tried to charge it--I checked with my credit card company--, and my colleague staying at the property had the same experience.). So, I gave the desk clerk a different card and all was well....until my room service was delivered at 6 the next morning. The server asked me to pay in cash as he said reception said I had no card on file. At my request he called reception who kept insisting I had no card on file. I told the server that I would not pay cash and to take the food away (to his credit he left the meal). When I got back to the hotel later in the day after work, I checked in with reception and they were baffled, as I did indeed have a card on file. I asked to speak with a manager, who it seems was in a meeting. The clerks at reception were very nice, but, in all, this experience, combined with the terrible shape of the facilities, left me with a terrible impression of this property.
August 23, 2013
Rated 1 out of 5 by HEMI The worst experience in starwood hotel chain
• When I arrived at the hotel at around 8:30 am, the early check in wasn’t arranged despite the request, and a reception staff said “Your room won’t be ready by 10:00 am”. - This is not ideal but still acceptable.
• No room/space for refresh (shower & change) was not provided despite the request. A staff told me to go to a toilet.
• Given these circumstances, I had to reschedule the appoint with my business partner.
• Despite a reminder by me, my room hadn’t been ready until around 10:30 am. Given this, I had to re-reschedule the appointment.
• The room was small, dark and stuffy.
• No consistency with amenity goods (e.g. the tooth brush was provided only 3rd and 4th day, the slipper was only 3rd day etc…)
• It took almost half hour to deliver a small parcel to my room.
• Since then, the message light had kept flushing until I checked out.
• There was no tea/coffee facility in the room. When I checked out, I asked about this. A reception staff said it’s on demand (correct?). I had never heard this in Sheraton. It wasn’t explained at check in and wasn’t described in the tariff when I booked.
• Internet connection that was free for corporate account was charged to my bill until I pointed out.
• There was some more but too many to remember all…
• There was no word of apology from staff at all for all above poor servicess
• Overall, this was my worst experience in starwood hotel chain.
August 23, 2013
Rated 1 out of 5 by HBIII Serious need to move to 21st Century!
OMG, separate faucets for hot & cold water?!!!
Rubber Plugs for sink and tub?! Augghhh! I'm all for charm, but this is dysfunctional. Public areas are very nice, but rest needs serious update...esp. bathrooms and floors (squeaky, lousy carpet.).
August 23, 2013