Rated 2 out of 5 by KL2012 Needs Improvement
Second stay in 6 months because it is the corporate hotel. Front desk staff could do with more smile and warm. Both time was told it is fully booked so did not get upgrades. Room is clean nice but lack temperature control, sinks was rusty and I do not understand why there are no toothbrushes in the toilets? The hallway creaks when you walk and it is not nice when you return late as you do not want to disturb others.
June 18, 2012
Rated 2 out of 5 by spg123 This hotel needs renovation
Staff was very nice and helpful and provided me with everything I asked for, although they did not ask me how my stay was (since I had a few improvement comments)
Bathrooms are very very old as well as old fashioned, paint has disappeared in some places and is bladdering in others, mirror with black spots, flush was not working
The rest of the hotel is also old ( pattern on the carpet has become invisible)
June 18, 2012
Rated 5 out of 5 by kpett Loved this Hotel
We stayed for only 1 night, but would definitely come back. The location was perfect, and the "old world" ambiance the perfect touch. As always, beds were comfortable, and all services as you would expect - stellar. When we come back to London, we will definitely stay at the Park Lane again.
June 11, 2012
Rated 4 out of 5 by Scottedina Great Location And Nice Rooms
I have stay at this hotel 5 times over the past 10 years and they have always had an upgrade for me!! That is great!!!!
The Rooms are very nice, they must have remodel in past few years, also the concierges do a great job.
The only problem I had on my last visit, I wast traveling with my family and wanted to do their "Tea Service" unfortunately is was booked out and there was no space for hotel guests unless they would have requested weeks advance, I spoke to one of the upper managers about the fact that they should hold some space for their hotels guest or email something to guests suggesting they make reservations so they many enjoy this service. The manager was very arrogant and said" our tea service is very famous and is in the top 10 in London, it's highly demand" If showed no interest in my concerns, I told him I was going call SPG back in the United States.
I ran into this manager the next day and he said he tried to call our room to invite us to "tea" Strange there was no message left on the rooms phone or concierges decks.
June 7, 2012
Rated 4 out of 5 by guppy Great location and wonderful old building
Stayed for a weekend recently for a wedding nearby. Loved the location and style of the hotel.
Found it off tea/coffee making facilities where not in the room. On checkout told we could have requested it! There had been no mention of this in the room or check-in, so this was disappointed.
I thought the breakfast hot food selection wasn't brilliant, but then again maybe we could have asked for things they didn't have, but then again we were not told.
Biggest advice is if you go ask for anything you need just in case it's on a need-to-know basis!
Shame that the little things can impact your stay.
June 6, 2012
Rated 1 out of 5 to be avoided
We recently booked a night at your hotel with the intention of resting for one night in London, in a nice area, and in what we thought would be one the best hotels. As a very loyal SPG members, we've choose to stay at the Park Lane Hotel a Starwood Hotel.
Unfortunately our experience was not one of the best and it will always be remembered as the bad service hotel we’ve stayed in London.
The room that was gave to us was on 2st floor, a decent sized, but the furniture was a bit old and old fashioned. The big problem was the bed: we went to the room at 10.00 pm to rest, as we came from a long weekend trip. When we got to bed we've noticed that the duvet covered looked strange. The bed was not well done and the duvet cover had not even been ironed. It’s was not even soft when we touched it!
We’ve called the concierge and asking for a new duvet cover, around 10.20pm. After 30 minutes we have called again, and the person on the other side of the line apologized and said he had asked for it before, and it should be arriving soon.
Two phone calls later and we were still waiting for someone to bring us a propoer duvet cover. t cover!
The third phone call was done 50 minutes later, still no answers and we were still waiting for it, in order to sleep.
Only around midnight an hotel employee showed up with a duvet cover.
The person who went to room was apparently unaware that might be something wrong. Only give us the duvet cover that someone somehow gave it to him and stayed there fixed looking to the guests doing nothing to help!!! My Wife and I had to be the ones changing the bed while he didn’t even offered his help.
We've told him that maybe he could help us doing, but he hanged out the room door and showing to the other guests who were passing a strange and embraced moment: 2 guest doing the bed at midnight and the hotel employee holding the door!!! Well we made it, at midnight we went to bed but a little note: The hotel employee left without apologizing for the delay or even saying goodbye!
Every single aspect of service is dreadful - staffs were rude, ill-informe and not interested in the guests comfort.
In this respect it is the worst SPG property I have ever stayed.
June 4, 2012
Rated 5 out of 5 by TravelerFromMaryland Loved the Park Lane Hotel!
I took the family here for Spring Break and stayed for a little over a week. This was sort of a pre-celebration for our 10th wedding anniverary. I did let the hotel concierge know ahead of time and they graciously upgraded us which was very much appreciated. Having two kids in tow, the spacious suite was perfect. We did have an issue with the A/C not working because the building's A/C system had to switch to heat. They did their best to accomodate us by sending up fans to our room. It wasn't the perfect solution but I appreciated their effort. The cooling issue was only noticeable on one night,
Breakfast in the hotel restaurant was fine. I found it unusual that they would charge breakfast for my 5 yr old son but I didn't really want to complain because everything else with our stay exceeded my expectations.
The location of the Park Lane is close to unbeatable. Right across Green Park and not too far from the action of Piccadilly.
I take my family on at least 2-3 vacations a year and I have to say, this London vacation with our stay at the Park Lane was one of our best. We will definitely return to the Park Lane for our next UK visit.
June 1, 2012
Rated 5 out of 5 by Benjamin1 Wonderful Stay
The staff is number one in Customer Service. Everyone was very helpful and nice. The rooms were very clean and the on premises restaurant was excellent.
May 31, 2012
Rated 2 out of 5 by DisappointedLHR Dissapointment - Face Lift Needed
Location is the best feature of the hotel.
The public areas of the hotel looked nice , however the room needed to be revamped badly. I was upgraded to a suite and was dissapointed. The room had a mish mash of furiniture and decor. It needed painting at a minimum.The toilet ran all night.
A very ordinary breakfast was not value for money.
May 29, 2012
Rated 2 out of 5 by tg2012 Dated hotel with unfriendly staff
I stayed at this hotel for nearly 3 weeks in May (2012) and was left unimpressed. The location of the hotel is fantastic, just steps from Piccadilly and the heart of Mayfair. The building itself is quite old, and the rooms are hit or miss. Some are quite large (for London) and kept in decent shape while others are awkward, small, and are years past their need for renovation. The first room I had reeked of smoke despite it being labeled a non-smoking room. I declined the staff's offer to "febreeze" the room to freshen it up and requested another room instead.
Generally, my experience with the staff was unimpressive. I tried to extend my stay twice as my business meetings were taking longer than expected. The first time I was told there were no rooms available, only to find some available on spg.com at at the same rate. The second time I was told they were "very busy" and if I wanted to stay they would have to nearly triple my rate. Again, I found a room available online (from my phone while standing at reception), except that time the rate online was nearly 1/3 of what they were offering me. When I brought this to their attention, the attendant merely smirked and shrugged her shoulders - then seemingly reluctantly gave me the rate I found. Given that the hotel is quite pricey as it is, it was uncomfortable to get the feeling you were getting hustled for a few extra pounds - or perhaps they did not really care if I extended or not. I had other more minor issues as well while there (room not properly cleaned, credit cards billed mid-stay with no receipt provided (or acknowledgement of the charge until I showed the front desk the charge on my cc)).
I've been a starwood member for years, platinum several times over, and I am generally pleased with the service we receive at spg hotels. This, however, was perhaps one of the worst experiences I've encountered. I hope they can improve - but until then I will be staying elsewhere on my stays to London.
May 29, 2012
Rated 2 out of 5 by Steamed Needs a major renovation
My wife and I spent 3 nights on business. Three hot, sweaty nights with air conditioning that would not do the job.
Room was small and crammed with more furniture than would comfortably fit, making it difficult to get around. The tub had a very narrow bottom, making it a bit dicey to stand up with soap on your feet. Carpet was filthy, and debris that was on the carpet in a corner of the room stayed there the entire visit, suggesting the housekeeper didn't even try to vacuum it.
On the plus side, the location is superb, but the hotel seems to be resting on that. We won't be back.
May 29, 2012
Rated 1 out of 5 by RobbertS For me the worst Sheraton ever!
First of all I would like to point out that I'm a Platinum SPG Member which meens I spend at least 50 nights a year at Sheraton/Starwood hotels.... Never in my life have I experienced such a bad Sheraton, and I visited many. Especially with prices like this hotel in London, better to stay somewhere else.
Upon arrival at 2 PM we were told that our suite would not be ready untill 5PM because there was another guest checking out late. I can accept that, as a Platinum you can check out untill 4PM. What I didnt understand was that they did not have a room for 15 minutes, so I could have a quick shower. I was travelling since 6AM and it was 30 degrees in London.
Finally after checking into the suite it was really disguisting. Old fashioned. Towels with stains on it, and long hairs on the bathoom floor AND in the bathtub. When I told reception they gave me a complimentary gift: an apple, a pear, 3 strawberries and 2 bottles of water... I know I shouldnt expect anything but come on, this as a complimentary gift.
Also what was really bad is in the middle of the night the front entrance door was closed, so you had to walk all the way round the block to an alley were the "main" entrance was.
Besides that during the whole stay a person gets just 2 bottles of drinkable water.
Sorry to say but the only good thing about this hotel might be the breakfast and the location.,
Besides that: Stay out of here!
May 28, 2012
Rated 1 out of 5 by EFR10 Last Visit Ever
Having stayed here at least 30 timews this is the end. The room I was given -was on the 8th floor facing a wall a few feet wvay and in terrible shape. The bathroom had not been renovated, no light .this may well be the worst room in the hotel and I was stunned to be be there. Staff eventually moved me to a room on the fourth floor that had a renovated bath but the tub was already peeling. There was an ineffective in room air conditioner that never cooled the room. To make matters worse there were three system caused fire alarms that resulted in waking me.
May 27, 2012
Rated 1 out of 5 by Quintin Avoid this older hotel
Walls need paint, room size tiny, no place to stow your stuff and the bathroom is so small the soap hardly fits on the counter. The bathtub is so narrow it was uncomfortable on the feet. There is nothing wrong with old hotels but this was clearly not good.
May 26, 2012
Rated 3 out of 5 by Cleo83 Good hotel but many inconsistencies
I'm currently working on a long term project in London and try to stay at the Park Lane each week due to its ideal location and for SPG points.
I've had approx. 5 to 6 stays at this hotel so far and must say that some stays are very good (nice room, friendly welcome, helpful staff...) but I’ve had a few dreadful experiences as well:
- For the exact same price as I always pay, I was given a tiny room with no fridge once (although I need one to store medication) - I had to wait 45min for a fridge and then there was no room on the floor to put it (very tiny room…) so the staff member placed it right in front of my closet so I could no longer open it and had to step over the fridge to leave the room
- I had toilets which didn’t flush properly twice – I understand that the plumbing is very old but being able to flush seems like a minimum
- I was given room keys once which were apparently only activated for 24 hours at a time (for some odd reason) so I had to pass by the reception 3 times in 3 days to have my keys reactivated – twice the receptionists simply reactivated the keys without even asking for my name, ID or personal details (such as my phone number, address…) and once I was told I’d have to wait approx. 10min for someone to escort me to my room to check my ID (which I didn’t think of taking with me for breakfast) which I feel makes more sense than not checking anything but is a bit too extreme – one of the many examples of inconsistencies I’ve experienced at this hotel
- At check-in, sometimes my check-in form is already filled out with my SPG account details (my home address in the US, SPG number, etc.), sometimes it’s filled out with my current address in Paris and sometimes I’m asked to fill out the form and show them ID – I find this quite confusing since I book my rooms through the very same travel agency each week
- At check-in, I was once reassured that I was given a smoking room knowing that I had never asked for that, my travel agent knows I always request a non-smoking room and the Park Lane should know it too by now – luckily for me, there was another non-smoking room available
- I order room service frequently and the experience is good overall except for one time when I waited approx. 30min for someone to show up with the wrong order (fish and chips instead of the salmon and lentils) – they assured me that my order was ready but I still had to wait an additional 10min and my food was cold
I’m staying there again this week and so far, besides the fact that my bathtub is so tiny that I feel like I’m wearing the shower curtain when I shower and the horrible view from my room, my stay is going very well!
May 22, 2012
Rated 1 out of 5 by Robb9498 Not happy at all
Room was not ready at 4pm, service was slow, rooms were old, would not recommend at all
May 22, 2012
Rated 4 out of 5 by Vtech Great Location for Exploring London
We spent 3 nights at this hotel and this is my 5th stay at this property in recent times. The best thing is the location, 2 minutes walk from the underground where you have access to 3 main lines. So basically you can go to a lot of places without having to change the train, airport included. It's only 5 minutes walk to Bond Street, the luxury shopping areas.
The room is comfortable but it starts to look dated. We haven't interact much with the staff but whatever we asked them, it got sorted out.
May 20, 2012
Rated 5 out of 5 by chooch Heart of London
This hotel was right in the heart of London. We were able to walk to many parks, restaurants, even Buckingham Palace. The concierge was a great help in guiding us to things we needed and wanted. The view from our room was lacking, we overlooked a roof top, and faced another building. The room had kind of an old world charm about it, which was nice because it did NOT feel like a cookie cutter hotel room.
May 19, 2012
Rated 5 out of 5 by Love2cruise Great Staff
All of the staff encountered were great. Stuart in the conceriege area was very helpful before our cruise to London and while we were there. The front desk staff were all cheerful and easy to deal with. Room was large and the bath was great, especially the towel warmer.
May 18, 2012
Rated 4 out of 5 by giovanni1954 a taste of britain
When staying at the Piccadilly Park Lane, you will somehow experience the charme of imperial London, even if some parts of the hotel won't meet all your expectations. It is fun to see joggers cross the lobby and the tea room while going to the excercise room, with no direct access by elevator. If you arrive by taxi, nobody will be helping you with the luggage on Piccadilly Lane, since the entrance is on an opposite mostly unknown little street. Nevertheless, I like the hotel very much. Try to pay an upgrade to a suite, since some of the rooms lack refurbishment.
May 18, 2012
Rated 3 out of 5 by Esme Decent but definately not 5 star
The hotel is in a good location, staff try to be friendly and helpful.
no tea/coffee facilities in the room. room fairly comfy but very old. Bathroom very badly laid out, has shower in tub so u flood the bathroom when u shower and you wet all your towels.Most 5 star hotels offer free wifi in your rooms but costly at this hotel. overall, hotel isclean and pleasant.
May 14, 2012
Rated 5 out of 5 by Vipul Superb service, excellent location
Congratulations on having a great team!
Ana provided a superb experience when I was checking in. Great job and many thanks for a memorable experience!
Only request: please allow the TV's to connect to HDMI as this is common these days.
May 12, 2012
Rated 5 out of 5 by tonyw1 An excellent hotel in a great location.
if you are looking for somewhere central in London this is the place to stay. Everything is close by and the hotel rooms, restaurant and staff are all excellent.
May 9, 2012
Rated 1 out of 5 by EK07 Great staff, terrible room conditions
I have stayed in May 2012 for one night in one of the standard rooms.
I start with the positive, the support from your staff, the room cleanliness and the breakfast was great.
Unfortunately I was surprised/shocked by condition of the room I was as staying in. Especially the bathroom seems to be from the 70th, and have not been renovated since. The furniture in the room is very old and extremely used, many TV channels cannot be watched... The overall level of comfort of the room is just very low. The standard of the room would be more of a youth hostel rather than luxury hotel.
May 9, 2012
Rated 1 out of 5 by jandk Worst hotel stay by far better experience at a hostel
This was the worst hotel stay we ever experienced. We arrived at approximately 11 am on April 29, 2012 and were helped by Michelle at the front desk. Upon giving my name, she found our reservation for 2 nights and said we would be staying in a standard room. When I mentioned that I would like to receive free Internet as a welcome gift for being a gold member of Sheraton Preferred Guest Rewards Program, Michelle told me that I was not a gold member and therefore could not receive complimentary Internet. I assured her that I indeed was a gold member and just came from Paris where I stayed at the Starwood property Le Meridien Etoile and I was certainly a gold member there, so how on earth could my status have changed in a few hours. She also added that my standard room would not be ready for another 2 hours and that I should just "wait". I asked her to please look up my gold member status in the computer and also to please check if there were any rooms in the hotel that were ready for check-in as I had requested early check-in when making the reservation. Michele rudely grumbled under her breath and reluctantly looked up my status and after a few more minutes, confirmed that I was indeed a gold member and that I could then receive free Internet in my room. She stated though that there were no available rooms for me and that I still would have to wait for 2 hours to check-in despite my gold status.
There was nothing I could do but wait so I checked my baggage with the concierge. The concierge remarked to me that it was highly unusual that our room would not be ready by this time as housekeeping starts very early preparing rooms for guests arrival. As a frequent guest at various Starwood properties for many years, I also knew this to be true and had never been denied early check-in before.
Upon returning to the hotel at approximately 2 pm to ensure that my room would indeed be ready, I checked into my room. After briefly retrieving our baggage from the concierge, we immediately left the hotel for a business meeting and did not return until the early evening. When returning to our room, we noticed that the room was very, very cold and that we had to leave our heavy winter jackets on inside the room in order to stay warm.. We looked around the entire room for a thermostat and some way of regulating the temperature inside the room, but could not find anything except for a strange looking giant plastic box on the floor beside the desk. So we called the front desk to ask if the heat was working and if so, how do we turn it on. We also asked what the huge plastic box was by the desk and window, but the front desk person did not know the answer. They did however, send a technician up to our room, who told us that there was no thermostat in our room or way of regulating the temperature in our room, but that he would "turn" the heat on as it had been turned off. He went by the window and with a wrench turned a valve by the radiator. He also told us that the giant plastic box on the floor by the desk and window was an air conditioner attached to the window with a giant tube.
After waiting for about an hour for the room to finally heat up to a temperature that we could withstand, without having our heavy winter jacket on, we decided to take a shower. Our bathroom however had no heat supply whatsoever and was still extremely cold. The bathroom window was so drafty that a cold breeze was actually blowing into the bathroom making the room even colder. We therefore could not take a shower, which was a huge inconvenience to us as we needed to attend another meeting early the next morning.
We decided to just go to bed, but the room still felt very damp and cold, despite the heat being on. We went to the area by the air conditioner and found a huge hole in the window created for the air conditioner vent, that was open to the outside air and that was why the room was still very cold despite the heat being on. We found an extra blanket in our closet and stuffed the blanket inside the hole in the window and that helped stop the cold air from entering the room.
We left early for our business meeting and again was not able to take a shower that morning because the bathroom was still extremely cold and drafty. We have never stayed at a Starwood property before which was not heated properly so that we could not use the shower without fear of getting ill. We felt as if we were staying at a youth hostel and could not even imagine how cold the room would be, if we had stayed in room during the winter months! So for the 2 days and nights throughout our stay we were unable to use our room shower, and we were forced to finally ask a friend who lived in Notting Hill if we could come over and shower at his apartment.
Needless to say, our entire experience at the Sheraton Park Lane Hotel was not a good one from our rude reception by Michelle at the front desk and our cold room that never warmed up enough for us to shower. We would never stay at the hotel again, nor would we recommend the hotel to any of our family, friends or business associates.
May 7, 2012
Rated 4 out of 5 by David24 Great Location
Our Suite was adequate but definitely not lush. The bathroom was great! There should have been free wifi in the lobby and bar area. The conciage was great!
May 7, 2012
Rated 4 out of 5 by Bijan1 Excellent Location
Excellent and comfortable stay. Friendly and helpful staff. I highly recommend the cocktails since the bar tender knows how to make them properly.
I am looking forward to going back there soon.
May 2, 2012
Rated 4 out of 5 by Mike40 Great Location
Great location! The staff is one of the best I have dealt with in some time. High tea is a must do if you are with your wife.
May 1, 2012
Rated 1 out of 5 by Jadedagain Rude reception
Our room wasn't ready--though we were there well after 3:00PM, and the young man at reception simply told us to go away and come back in an hour. After a long day, this is just unacceptable. There was no apology or attempt to at least make us comfortable while we waited until after 5:30 for a room. I've never had that kind of rude reception before, anywhere. As someone staying there on SPG points, I found this really an amazing lack of grace.
The rest was fine, but I won't be back.
April 30, 2012
Rated 1 out of 5 by Robertoabcd Disgusting Experience
I am a platinum member of the SPG programme, the reception was dreadful I haven't been recognised as a member by an incompetent receptionist and I had the same treatment when I asked to talk to the manager. I was left 40 minutes waiting for my suite to be ready (with two small children) without being offered any alternative arrangement in the meantime.
At departure we went down for breakfast at 0630 and I asked the front desk to get my luggage down from the room, at 0700 when we were ready for departure the luggage wasn't down yet and when I asked te front desk the reply was "I am waiting for the concierge to get back to me". Finally after ten more minutes I got my suitcases brought down, while we were all ready to be driven to the airport. I have never met such a quantity of unprofessional employees at a Starwood hotel, it seems to me that the Park Lane is like a training ground for people coming from elsewhere, thus lowering the standards dramatically. I would favour the chance to talk to the hotel GM to express my disappointment with the service.
April 29, 2012