Rated 1 out of 5 by TravelerUS2015 Wait until the renovation is complete!
While this hotel is in an excellent location, the guest rooms and bathrooms are in tremendous need of updating - wait to stay here until after the renovations are complete. The staff is responsive, but during our stay the phones went out so it required us to go to the front desk to resolve any issues/needs - heat not working, towels, light bulbs. It was impossible to have a wake up call or to call family members staying in other rooms.
SPG should close this hotel for renovation as it really does not represent the brand very well.
January 2, 2015
Rated 1 out of 5 by dbm53 Not up to Starwood Quality
While the location is great, the Hotel did not live up to expectations as a Starwood property. As a platinum member I was quite disappointed. Unfortunately, from the beginning, we felt treated like unwanted house guests when using award points. The staff's common phrase was "not possible" to just about everything. Even when we made some simple requests. Also, for the first 4 days or so the hotel would not give us key cards that lasted more than 24 hours. So every night we had to go to the front desk and show ID to get new cards processed. Not a big deal but an inconvenience after a long day/night. We sought to use our suite upgrades but were denied the request even though we got the sense from the staff that suites were available for some or most of the nights but that they did not want us to move rooms during the stay and wanted to hold on to the suites. The beds are not up to Sheraton standards. All in all neither the hotel nor staff lived up to the Starwood brand.
January 14, 2014
Rated 1 out of 5 by MikeyMT Needs serious updating
This hotel is in need of serious renovation. The rooms, lobby, lift, pretty much everything is very old and not pleasant. The room does not even have a phone to call down to the front desk.
The bed was clean as was the room but the facility is not in line with what I would expect from a property like this.
January 28, 2015
Rated 2 out of 5 by Socrates Desperately needs a fairy godmother!
The hotel is located in one of London's most exclusive neighbourhoods, right opposite Green Park and, from the outside, the property looks promising, with an elegant art deco facade.... sadly, that's where the compliments must end as the inside is a completely different story.
Over three separate stays, I was given rooms with tainted carpets, soiled curtains and, most unpleasant of all, a shower head that needed to be held with one hand... took me down memory lane to when I was showering in the rural Philippines.
Corridors also transmit an uneasy feeling, almost as if on board the Titanic's poorer brother.
I am sorry to say this hotel should either be completely refurbished or be given serious reconsideration as part of the Starwood portfolio.
August 13, 2012
Rated 3 out of 5 by jraindc Hotel has gone downhill
We are staying here 12/25-1/1 in two rooms. It's the first time we've been here in four years and the property has really gone downhill. Upon check-in, the shower had clumps of the previous guest's hair. They only provide one bar of soap. Apparently, you can only wash your hands in the shower or the sink, not both. The hotel no longer has a luxury feel to it. Very cheap.
The hotel is going through renovation (badly needed) and the staff, while trying, are overwhelmed.
We will try a different property next time.
December 27, 2014
Rated 3 out of 5 by Rob197 Getting a little tired.
I've always loved the Park Lane Hotel but on this stay it felt a little tired, the walls in my suite were grubby, the hallways were cold and it's in the middle of a refurb.
I will probably try somewhere else next time I am in London. The location is great but the hotel needs some work.
February 3, 2015
Rated 1 out of 5 by Napafan Decline in quality
I was at the Sheraton Park Lane last week and cannot believe how horrible this hotel has become. I first visited in 2005 and was then 1) recognized as an SPG member, 2) always upgraded, and 3) generally made to feel like I was a welcomed guest.
Fast forward to 2011. The staff does not care that you may be a long time Starwood member. Reservations for a specific room? Does not matter....you will be given a room arbitrarily based on the discretion of Eastern European who is manning reception.
I think I was literally given the worst room in the hotel. The next morning, I was called at 8:00am by a manager who saw the error. I was upgraded....to an almost identical room. Naturally, I laughed when they showed it to me. I moved my bags anyway. The following day, they upgraded me to the sort of room that I remembered and requested. So...in a four night stay, I slept in three separate rooms.
I also ordered room service one night. Because I did not order desert and my meal in the same call, they charged me two cover charges. Had it been one call, then no extra charge.
Finally, they charge extortionate amounts for WiFi use. I had to convince the reception team (same team who checked me in the first place) that it does not make sense to charge me for 7 days of wifi when I was only in the hotel for four days.
If you are accustomed to a level of recognition and service from a Starwood property...look elsewhere. This is not a property that is running well, there are clearly problems, and you should stay elsewhere. I stay with Starwood everywhere I travel and would definitely consider bagging the brand in London if this is what I should expect.
The Palm Court room remains beautiful but again...quality is gone. Oh well...I will try to remember this property fondly for what it was like less than ten years ago.
Good luck with this place if you have no choice.
November 2, 2011
Rated 5 out of 5 by Flyingtailor Awesome Service
Hotel under Reno leaky shower faucet but still I can give this hotel 5 stars. The reason was the service and staff where just Awesome. It has been at least 1 year since I have stayed here something has changed maybe new mangers or new staff keep it up. From front desk to Palm court 5 stars the best stay ever for me.
February 17, 2015
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 4 out of 5 by Flyingtailor Best location
I have stayed here 3 times in the last year at first did not like it very much but know I really appreciate this hotel. The rooms are nice size they are old but very clean. Two elevators no waiting. The location you cant get much better then this unless you stay at Buckingham Palace.
I hope when the renovate and one day they will they do not change the Palm Court it is truly great for just sitting or having high tea one of the best for high teas in London.
Yes the Service is also much better then the first time as the staff get to know you.
February 14, 2012
Rated 1 out of 5 by PabloC Under Renovation
Hotel is under renovation yet still hobbling along, best wait till the work is complete before staying here.
February 12, 2015
Rated 5 out of 5 by Helen731 Pleasantly Surprised
After reading the reviews I have to say I wasn't expecting much but when I got there I was over the moon. Yes the rooms are a bit old fashioned but that was part of the charm, not everyone wants high tech but it was clean, the beds were crisp, well made up, good quality and a pleasure to sleep in, isn't this what its all about. The decor of the hotel was amazing especially the seating area. My biggest criticism would be that we wanted to order drinks after hours in the bar area and ended up having to order room service, going to the room to receive it and then bringing it back down but that was a small price to pay for a great experience.
August 16, 2013
Rated 1 out of 5 by Brent Cold Service From Front Desk Staff
We stayed in a corner executive room on the third floor. From the reviews I was not expecting much from the room, but it wasn't as dated as the classic rooms and had a large bathroom. That was about the only positive from our stay beyond the concierge being helpful when ordering take away.
- The women working the front desk were extremely cold and at times felt very rude.
- I was aware that Starwood hotels in Europe try and add on a UNICEF donation without asking, but there were several other charges tacked on my bill that I never asked for. For example, a charge for a newspaper that was delivered to my room that I never requested. The front desk explained that on my SPG profile they saw I liked a particular newspaper. Pretty sure in any other hotel this newspaper would have been free, otherwise why did they not ask at check in if I would like one?
- Was never asked at check in for my email and if I would like my bill emailed to me. You can check your bill on the TV but if you need a copy or need something changed be sure to allow at least 30 minutes waiting in line in the morning to check out. This and the newspaper problem could have been prevented if the front desk knew proper check-in procedures.
- Each day we declined housekeeping, but the housekeeping manager would always knock on the door around 1pm even though the do not disturb sign was out. She told me that it was policy that someone in housekeeping must enter the room each day to make sure things are ok in the room. Guess I'll check with the Starwood corporate office on this one as it was rather annoying.
- 3 of the mornings housekeeping tried entering our room at 8am even though the sign was out.
- Around 7am every morning about 4-5 housekeepers congregated outside of our door since the service elevator was nearby and decided to have a nice loud chat.
- Early one morning the TV automatically turned on and an alarm gradually got louder in volume. On the screen was a message letting us know that in a few hours they were going to carry out a fire alarm test. So an alarm to make you aware of a future alarm... great... 5 out of 5 days we did not get to sleep in past 7am. What a vacation!
To the General Manager:
Thanks for the bottle of wine for my birthday and the upgrade to the nice executive room. I understand that you can't renovated your hotel overnight to make the reviews of your hotel more positive, but I've read many reviews about the level of service at this hotel and my stay also reflects the low level of service. This hotel is not up to brand standards. Your front desk is not only cold to customers, they are not knowledgeable about the hotel or the Sheraton brand. Not only that, but your housekeeping staff needs a review on how to handle themselves in front of guests in order to provide a more pleasant experience for the guests. I do not often give such a negative review, but I feel that these changes are within your power as general manager and you are aware of the problems but have not taken enough action to fix them.
January 14, 2012
Rated 4 out of 5 by RichCorn Outstanding Customer Service
My Wife and I stayed at the Park Lane London between Christmas and New Year days 2014.
We had read some negatives about customer service by the hotel staff and wish to provide another, positive view.
We had very troublesome (i.e., rude and noisy) neighbors in the first room to which we were assigned. Upon our complaints to the Management, our concerns were immediately and very adequately addressed. We were completely satisfied by Managment's response to our issues, especially Andrew Wooten. He and everyone else on the staff with whom we had contact were absolutely lovely and should be commended.
January 17, 2015
Rated 1 out of 5 by RoadWarrior247 One of the worse places - avoid!
Possibly one of the worse experiences I have ever had at any property (250+ nights at SPG): 1. Very poor service - nightshift staff went out of their way to make my stay UNPLEASANT. They were rude and unhelpful even though I really needed their help at 2AM. If I could give negative stars, I would. Although management tried to apologize the next day, I felt it was insincere. If you like good service and to be treated with respect, I would avoid this hotel at all cost. 2. Rooms are from the 1960's I think... Dirty carpets, broken air conditioner/heater, small TV, limited channels, and internet that worked intermediately. Bathroom was not too bad, and to be fair only reason why it gets 2 stars. 3. Location - a bit deceiving. It's on Piccadilly, however it is an unpleasant 15-20 min walk in the cold during winter from Piccadilly Circus and Leicester Square. Overall very unpleasant stay and would avoid this establishment like the plague in the future.
January 13, 2014
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!!
November 8, 2011
Rated 4 out of 5 by MAB78 Better than expected!
Based on the recent reviews, I was nervous about my upcoming stay at the Park Lane. I am happy to report that even without low expectations I would have been perfectly satisfied with my experience. I was upgraded to a large corner room, the bathroom was clean, and the furniture was comfortable and did not seem overly worn. I am pretty sure this was not a post-renovation room, because it had a familiar feel from my last stay at the PL years ago. Bar staff at the Palm Court was very friendly and helpful as well, and steered me to a great choice for dinner entree. My only criticism would be the abundance of stairs between the Piccadilly entrance and the front desk, which made rolling my suitcase difficult.
January 17, 2015
Rated 1 out of 5 by CM77 This hotel has lost its way...
I have stayed at this hotel many times in the past 15 years, but have not been to London for the last 2 years. I came back, and had the worst Starwood experience ever. (For the record, I have more than 1 year of nights in starwood hotels, and am a lifetime gold member).
I booked 3 rooms, and got tiny rooms on the 1st and 2nd floor for a Platinum (and Gold) Guests. The Internet was virtually unusable, and help line informed us that they could not help until the next day.
The rooms are now very dated, dirty and worn, and in major need to refurbishment.
Checked out early and will never be back.
This hotel is not up to standard for a modern business traveller, and would recommend that you look somewhere else if you require a functional room that you can work in.
February 13, 2014
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 5 out of 5 by chrissyTodd My best stay in a London Hotel to date.
Upon arrival at the hotel I knew immediately that we would be well looked after. My mother and I were in London for one night and arrived considerably earlier than the check in time. We were checked in by reception staff straight away and our luggage stored so we could carry on with our plans for the day. The room was superb - huge, comfy bed, air con, and upon request tea/coffee facilities and a gorgeous basket of cakes, cookies and macaroons. The palm court was a haven of peace and tranquillity and the concierge bent over backwards to secure us theatre tickets for the evening, even providing exact directions for our journey for the evening. I cannot find fault in this hotel.
June 16, 2014
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 WorldTraveler Beautiful Rooms in a Central Locale
My wife and I stayed here for five nights and had a very pleasant experience. While the hotel is showing some age, the character of the tea room and the decor of the rooms is beautiful. We were upgraded to a large suite that was very comfortable. While the restaurant was a tad pricey, the food was pretty good.
The location is great, you can get to many tourist attractions in just a couple minute walk and there are many excellent pubs and restaurants nearby.
January 30, 2012
Rated 5 out of 5 by DXWalker Excellent stay for family vacation
My wife, kids, and I stayed at the Sheraton Park Lane for a vacation in London, June 5-10, 2014. We primarily chose this hotel because of the ability to use SPG points to book rooms and the hotel's proximity to attractions. We could not have made a better choice of hotel.
Arrival and Staff: The staff was very friendly when we arrived. They immediately grabbed our bags from the cab and ushered us to the check-in. Check-in person was extremely friendly. We had to book two rooms because of the size of our family. The check-in person not only got us adjoining rooms (which made the space a nice-sized suite) but also made a number of suggestions to best use the value we get as SPG members across both rooms. Also, though I did not speak with him again during the 5 nights we were there, he remembered my vividly at checkout and we had a nice conversation.
Rooms: The adjoining rooms were fabulous. They were fairly spacious compared to what we expected in England. And, it was a nice suite because they were adjoining. The rooms were somewhat dated, as has been mentioned in other reviews, but not such that they were undesirable. In fact, they were very comfortable.The bathrooms were nice sized and had marble appointments. Both bathrooms had a separate shower and bath, and one bathroom had a bidet. They both had a heated towel rack, but only one was working. The closet in one room was cedar which was a nice surprise. The view from one room was overlooking Green Park. The beds were very comfortable and what we expect from Sheraton.
Location: the hotel is located across from Green Park in the Piccadilly section of town. It is a short 4-5 block walk to the Green Park Underground station, which is connected to the Jubilee, Victoria, and Piccadilly lines. The Jubilee line gets you directly to most attractions and we were generally no more than 1-3 stops away from 80% of the attractions we visited. We took the Piccadilly line directly to Heathrow Airport when we left. Perfect.
Also we were in walking distance to Buckingham Palace, Hard Rock Cafe (which I visit in every city I visit), as well as a few reasonably priced restaurants (Pret and Henry's Bar) and a Marks and Spencer grocery store.
All in all, we were very satisfied with the stay at Sheraton Park Lane. I would stay there again, and recommend others do the same.
June 11, 2014
Rated 3 out of 5 by Flyingtailor Love Hate
Sometimes this hotel can do no wrong but sometimes they can really screw it up. I either love this hotel or really dislike this hotel. This time somewhere in the middle.
Got there at 2 30pm room not ready the front desk very seldom recognizes the Platinum status. Didn't offer coffee or drink there is no sympathy just go wait come back at 3pm that's check in. You can understand my frustration arrived in London at 6 am.
March 12, 2012
Rated 5 out of 5 by TheCultOfSkaro Great staff
Given many of the reviews on this site, I'm not sure if the renovation has started, but the rooms we stayed in were fantastic- in great shape and facing the park. Most importantly, the staff we dealt with (front desk, housekeeping, and bellmen) were friendly, helpful and made my entire family feel more than welcome. When we needed extra bedding, the housekeeping team responded within 5 (!!) minutes and even went above and beyond in preparing the extra bed.
The only negative was my wi-fi connection was slow.
However, I cannot emphasize enough the quality of staff here. When combined with the great location, if all the rooms are in the same condition mine was, this hotel is vastly underrated.
August 3, 2014
Rated 3 out of 5 by Coolio59 Tired Old Lady ... Great Location
Yes, this is beautiful old hotel, but it is in need of a serious make over. It looks tired, and the bathrooms are just old and dingy. The Palm Court bar is nice, and the bar servers are all really great. Though it is strange to have new guests walk through the tea service with luggage in tow. (there are 2 entrances to the hotel, but the Court is off the main street and reception is off the alley entrance). Housekeeping was merely adequate and did not remove used cups, etc. so we ended up with quite a stack after a few days. Bracewells is good for breakfast. Concierge service is spotty. NOW, all that said, it is a great location right across from Green Park. Just wish they would remodel a bit.
October 4, 2012
Rated 1 out of 5 by cucu1965 Very poor experience
My stay at this hotel has been quite disappointing. At the check-in, mild SPG recognition... they claimed they upgraded us to an 'executive' room, but I believe I got the worst accomodation in the hotel, very old and poorly furnished room in a lost corner of the hotel. View from the window, a brick wall 50cm in front of me or looking down, a narrow courtyard where they dump their garbage. Bathroom in 1950s style almost no amenities. One bathrobe missing, no slippers. No complimentary water, let alone the small present I normally get as a platinum guest. Very depressing experience.
March 12, 2012
Rated 5 out of 5 by Roadman1 Park Lane is a gem
The ambience at the Park Lane is just what one needs after travel or a busy day in the city. Staff are great, and go the extra mile. Everyone from check-in, concierge, security, housekeeping, bell staff, Palm Court --are caring and excellent. Room was comfortable, bed was great, bathroom elegant.
May 28, 2013
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 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