Rated 4.6 out of 5 by 11
Rated 3 out of 5 by Dylan92 Great hard product, staff lacking
All things considered this is a decent hotel for the price in a prime area in central London.
I had three minor complaints that strung together caused a stay that could of been outstanding to quickly become mediocre and left a sour taste in my mouth.
1 - Arrived to check-in at 3pm, wasn't able to access room until 5pm. Unacceptable, especially after coming off a transatlantic flight. I wanted to shower and freshen up.
2 - Had 3 wash cloths in the room, but the maid service instead of replacing the soiled ones just took them and never replenished. A call to ask for more was acknowledged but never was followed up on. Two of us with one washcloth doesn't really work.
3 - Upon checking out and moving on to our next hotel, we realized we left behind our power converter. Connected with the hotel almost immediately but was giving the run around trying to contact someone who could help. In short, I'm not mad I lost my cheap power converter but mad nobody seemed willing to help.
Overall, a comfortable bed and a nice sized room suited our needs but the lack of competent staff really put a damper on our stay.
December 21, 2015
Rated 5 out of 5 by lars88ko11 Very solid transformation - completely unjustified negative rating
I understand that the hotel has a very bad overall rating as the old rooms really looked drastic, but the new, renovated rooms look stunning (especially the park suite is amazing).
Breakfast is amazing and even eggs benedict is offered on a complementary basis as part of platinum breakfast.
Staff is generally polite, some members of staff are not suited to such a luxury hotel in terms of their attitude though.
All in all it is and definitely will be the best Starwood hotel in London in regards to value for money, staff and SPG recognition.
December 17, 2015
Rated 5 out of 5 by welsh The Downton Abbey of hotels
I am a very regular guest at this property mainly for business travel . The hotel is being completely renovated and one requires a little patience while this takes place but the standard of care from the staff is second to none and nothing is compromised.. I always get greeted by name from all members of staff and they cannot do enough to make sure that I am well looked after. In fact if they find out its a special occasion or that my family are going to be with me they go more than the extra mile. Management at the hotel make a big effort.
November 10, 2015