Rated 2 out of 5 by stevehkg Wonderful ? No so wonderful
If you expect this hotel is going to be a wonderful stay for your trip, you may want to think again. I stayed here few times and dont think I will stay here again anytime soon. As a SPG higher tier member, I never got my SPG upgrade benefits here, no matter full or quiet of this hotel. The room design is not for business travelers too as you definitely dont want to type your email and work your business matters over a sink or next to it. Whats more, I will never stay at a hotel which only give you ONE complimentary bottle water per day, a cheap plastic curtain/blind, and NO slippers that I have to walk barefoot in my room which is very dusty.
May 16, 2012
Rated 2 out of 5 by Ale83 Not great experience
I normally enjoy staying at the W hotel in London. Last experience though was really bad. Even as a Platinum member they didn t upgrade me (1 st time ever in any SPG property in 5 years!!!) and they gave me a super noisy room in front of of the elevators. I asked the staff to change it but they didn t help me much. Moreover on Sunday night the music was very loud at the lounge and until 1 AM I could not sleep.
Not sure I want to pay again this money for this service.
February 1, 2012
Rated 1 out of 5 by markap Pre-booked early morning arrival room given away!
It is incredibly frustrating and annoying to book a hotel room, to state clearly on the booking that it is reserved for an 04:30 flight arrival, to arrive off a long-haul flight and find that the hotel has declared you a No Show, that is has given away your room and has NO ROOM AT ALL for you when you turn up at 06:00!!!
When I was checking in, the receptionist's - Dominc, face dropped. He clearly could see the booking and the note of an early arrival and yet some earlier, less careful person had overridden the booking and sold it!!! The early morning team were very apologetic, and tried their best, yet had nothing to offer!! I had to wait until 08:30 until guests checked out and a room could be cleaned. What was worse, is that the hotel expected that I still pay for this room (when they have sold it twice now!), and relented by offering a 50% reduction. Good on you W.
November 14, 2012
Rated 5 out of 5 by blake1006 Great Location matched by a Great Hhotel
I took my wife for a birthday/mothers day night away to London, and wanted a unique hip and different hotel that was centrally located so we could catch a show..we were not disappointed..
Great welcome, helpful staff and the extra touch's for my wife's birthdays was lovely, but the check in to be fair did take a while..only two checkin staff available at the time..but not really an issue.
loved the cool rooms and bar area... had a great time and will certainly return
March 31, 2014
Rated 2 out of 5 by Gawnastray Staff Incompetence
Visited restaurant for breakfast. I had a continental breakfast. Staff presented an overpriced bill. I explained my Platinum status and said the breakfast should be included. The staff asked for my ID. The staff tried to explain that Platinum guests have a choice of free internet or a breakfast not both. I knew this was wrong and I I asked for the manager and had a similar discussion. Eventually after a spending 10 minute on the matter I told the manager to check with the front desk and departed for my meeting. The bill was not included in my final invoice but rather than be frequent an establishment where it would be an embarrassing daily aggravation, I had breakfast for the rest of week at Starbucks much friendlier service!
October 13, 2012
Rated 3 out of 5 by eggnelle Great Location
I loved the location for only being in London for a few days - Bernardo was a great host to us. I wish the rest of the staff was as committed to making our experience a good one.
March 31, 2014
Rated 5 out of 5 by JohnandHana Excellent Experience
Centrally located walking distance to most attractions. In the heart of the theatre district and china town. Very professional and well trained staff. Great nightlife spot as well.
March 31, 2014
Rated 3 out of 5 by CJC57 not for the business traveller
Unfortunately - not a facility for business. It is definitely for the tourist/party/nightlife crowd. Rooms are not conducive to working.
On the design side - it is very over designed. The designers tried too hard to make it hip and in doing so destroyed a lot of the functional aspects of the room. Bathrroms are difficult as the door blocks the desk area when open. The dressing area is black walls and ceiling and dimly lit. The desk barely holds a laptop.
February 17, 2014
Rated 5 out of 5 by David99991 The hotel is outstanding in all areas.
Quite often you book a hotel by the look of a website. This can normally prove to be a huge dissapointment due to clever lighting and wide angled shots to make everything look more impressive.
The W hotel does not dissapoint in any way and lives up to the website experience.
I would not hesitate to stay there again.
Great stay thank you.
March 28, 2014
Rated 1 out of 5 by ninalice a miserable experience ... avoid this hotel
Fancy from outside and very central location. that's it. the rest of my 3-night stay turned into a nightmare. first the room : tiny, not to say minuscule (despite so-called Platinum upgrade... cannot imagine the standard room size). Then, it is quite noisy on top of it, as street is really busy. The 1st night, fire alarm woke me up at 05.40AM, then nothing... 30 minutes later, order to evacuate! When in the stairs, surrounded by half-naked panicked japanese girls ;o), instruction was given to return into the rooms. the day after, not a word, not a letter, not an apology. N.O.T.H.I.N.G ! When I asked the staff at desk for an explanation, he replied "these things happen" ... Unbelievable. Oh! then the price : outrageous (500$ if I remember correctly) for the pathetic experience. I visited a few W hotels and liked most of them. The W London clearly damages the brand.
March 5, 2012
Rated 1 out of 5 by Hutch64 Stayed on 28/10/2012
I have stayed at many 4 and 5 star hotels and this one is not much better than an ibis !!!
The entrance and reception are just not impressive...the staff very average bar one girl who was good. We arrived 10 minutes early.
Told room not ready... Go wait in the bar...we were just left like lemons...we returned to the Poor reception desk and were told yes it ready now... Should we be chasing ?? Who is the customer here .. Remember 5 star luxury is what we paid for!! Then
just told second floor. Well I have never stayed in a hotel that does not escort you to your room before...
But I have now!! When you get out of the lift you are
in darkness , no idea where to go?? We had to ask a
fellow guest how to get in,,she explained the swipe
card system to the corridor and to the room. Would
have been nice to have been told before!! This hotel
is poor not a 5 star experience...don't come here there are better 3 star hotels in London .
November 1, 2012
Rated 3 out of 5 by NathCC Don't judge the W Hotel brand on this hotel
Aside from the fantastic location, this hotel failed to meet my expectations of the W hotel brand. We are so far two days into a 4 day stay and I couldn't be more disappointed. We are staying in a Fabulous Room which traditionally has met my needs at other W Hotels but this room is awkwardly small. After struggling to find room for our bags, I rang to speak with a manager to see whether they had any other rooms available (explaining that i was happy to pay). The staff member was disinterested in helping and was unable to find a room, despite the website still showing a number of rooms available to book.
Back to the room itself... There are few usable power points (we found one under the bathroom sink), the bathroom sink/bench is located in the middle of the room, the shower leaks water into the room, there is a tiny window with the view obscured by a translucent glass for exterior design aesthetics, there was no bath, the tv is set to the wrong size so you can't use the menus (have called for assistance and still waiting for it to be addressed), the breakfast was very basic in comparison to the global W Hotel standards, and there are no tea/coffee facilities in the room. There was a card stating that you can get a free coffee from the lounge which we tried to obtain but we ended up getting charged- they knew nothing of the offer!
To add further insult to injury we ordered some additional amenities from the W Hotel app which stated they were free of charge, however we later found out that they were charged for.
As a platinum member and being on our honeymoon, I was really flawed by this experience and I have to say its turned me off the W Hotel brand, which up until this stay was our favorite. I'd definitely recommend thinking twice before booking this hotel as its 4* at best and certainly not deserved of the W Hotel brand.
April 2, 2013
Rated 1 out of 5 by Burtxs Terrible Room Design
The toilet is central to the room with no privacy. It feels like an afterthought and the door provides no sound barrier. Unless you are alone you might as well join the other person as they use the facility. Found ourselves turning up the Television to mask the realities of the moment. Further, there is nothing elegant about the bathroom sink standing in an island in the middle of the room next to the bed. Truly a disappointment for a W experience.
March 3, 2014
Rated 2 out of 5 by Simon007 Non-Smoking Room
I had a non-smoking room on a non-smoking floor that had a certain used ashtray aroma going... thoroughly unpleasant. I let the front desk know and they said they'd put the "ozone" machine in there, but I'm assuming it's more affective on the eliminating the ozone layer than the smokey aroma. Either way, zero follow up. After checking out I sent a quick note to SPG to voice my concern at the lack of follow up and the Manager responded by letting me know that he'd update my profile accordingly... thanks management, in case booking a non-smoking room isn't clear enough, you've left a note on my profile. Disappointing overall really, the Gym is nice... but that's not going to cut it. Am back to London this week and booked at two other properties for my stay.
May 14, 2012
Rated 5 out of 5 WOW is the appropriate word
Just came back after spending just over a week at this amazing hotel, location is prime, rooms have everything you need and more, best cocktails and ambiance at the first floor bar/lounge, went four times to the spice market restaurant and wanted to go again but unfortunately time did not permit, however the highlight was the staff or rather the talent as they are called at the W, friendly, responsive, accommodating and extremely talented, too many names to name otherwise I will name each and everyone, the Whatever Whenever service is actually a 'whatever whenever' in literal sense, they know their stuff and are more than happy to assist you. Great place, will definitely book again on my next London trip!
September 9, 2013
Rated 1 out of 5 by DABBAGMM WWorst W Hotel - Poor Service and Clueless Management
The W London lacks an important ingredient which is "Service". I stayed in this hotel several times over six months and was never impressed.
Several incidents I escalated issues to Housekeeping manager (due to linguistic reasons as staff rarely speak average English and too lazy to attempt to understand what the issue is) and was disappointed with the substandard of the manager him/herself. Housekeeping is totally out of it. Complementary water bottles require several calls to be replenished. Tea/coffee sets are never cleaned and replenished (I guess it's considered part of the decoration!) and tea bags are not supplied by housekeeping but rather managed by room service. Minibar items are missing and randomly stacked. Bathroom amenities are poorly restocked. I have an issue with cotton swaps being missing and items placed randomly (never had the same set of toiletry in all of my three stays!). Attending to requests to get any missing item take more than a day and over five phone calls (including one to a manger).
At first I thought that the hotel was undergoing teething issues but later I realized that teething is an ongoing feature of the hotel.
Even front desk has issues. I requested a quiet room on a high floor and was surprised with one on the 7th floor just underneath continuous construction on the 8th floor!
October 22, 2011
Rated 5 out of 5 by fiawilson Great stay at the hotel!
Holly Banham helped me with this whole booking from start to finish and made sure my stay was an amazing one. She helped me set the room up with balloons as the stay was for my boyfriends 21st birthday. The welcome desk were very helpful when checking me in and managed to check me in early because the room was ready. We arrived at the hotel around 5pm and were pleasantly surprised with the amenity provided - a bottle of champagne and 2 glasses in the room which we enjoyed before heading down to the W lounge for cocktails before dinner. We were seen to quickly at our table and the cocktails were delicious! We returned to the W lounge again at around 10.30pm after dinner for more delicious cocktails! All in all an amazing stay, thank you so much to everyone at the W who made it so special for myself and boyfriend!
March 19, 2014
Rated 3 out of 5 by consultant1001 Check in/out incredibly slow
Overall happiness was alright, but the check in/out procedure was far too slow. Each employee took more than 10 min per person to process. If you have 3 people in front of you, that steals you half an hour - totally unacceptable for business trips....
March 22, 2014
Rated 5 out of 5 by Lovesagreathotel After many stays, still really wowed at this fun, luxury property
This W really rocks. I've had occasion to stay in rooms ranging from basic (which is fairly compact but makes an excellent use of space) all the way up to Wow Suite. I am consistently impressed with the tremendous quality of service across all departments, impeccable cleanliness, beautiful design and can't-beat location. Compared to most other W's I have stayed at, this one really meets the brand standards -- and makes me wonder why some of the U.S. properties miss the mark. Had such a good stay this time (as always) that I will come back in a few days on my way back from Europe. Love it1
March 10, 2014
Rated 4 out of 5 by Benkon27 Beautiful London-center hotel!!
(+)Great location, highly designed, clean and spacious rooms, very polite staff, rich breakfast, really good restaurant and lounge bar!! (-)Not very soundproof toilets in rooms, but no big deal!! Also, i asked for a lighter or matches and noone could borrow me whereas when i asked for a scissors they brought me one in my room straight away!!
March 19, 2014
Rated 2 out of 5 by helga62 needs improvement
fantastic location, very comfprtable bed, BUT tea/coffee maker missing!!!, no shower cap and only 1 bathfoam! I had to ask on purpose to get them. We had a problem with the temperature of the bathroom and the engineer called 45 min. after our request to the "what's ever" desk.! unacceptable.
REALLY NOT A 5 STARS HOTEL SERVICE!!!
March 18, 2014
Rated 1 out of 5 by jklondon "W"hat a service disaster
i am a real W fan, however this hotel let's the entire brand down!
The hotel design is not on par with most other Ws and the rooms have huge design flaws - sink next to computer and not the wc, towels in middle of room and not in shower, over complicated lights everywhere etc etc.
However the huge and fundamental issue with the hotel is service or lack there of. Whilst you might get a decent drink in the bar if you want to fight with the cities wannabes, you will get limited service as a guest. After 3 weeks we still had to prove who we were to get into the building. We ofte waited up to an hour for ice to our room. No turndown service. Toiletries were often not replenished. When you complain to management they don't do anything. Also we were charged for water on numerous occasions even though we were told it was free to spg members.
January 10, 2012
Rated 1 out of 5 by geminiabode No noise isolation, glass windows leak air, shower water in room
1. No noise isolation. People shouting in nearly buildings can be heard in the hotel room.
2. Glass windows defective and have opening leading to noise and cold air.
3. Could not sleep the whole night due to noises. Reception offered no help.
4. Water from shower leaks into the room.
5. All this was mentioned to the person who checked me in , who noted it down on a piece of paper. However during checkout nothing was offered.
6. Not a typical 5 star SPG experience.
June 23, 2013
Rated 4 out of 5 by Anouk W London
I love this hotel however I never seem to be able to get all the lights out in one go :-)
March 19, 2014
Rated 5 out of 5 by Joannajojo OUTSTANDING STAFF
My husband and I booked into the W Hotel Leicester square for the weekend. We chose the hotel as it was so close to the Theatre and we had tickets to see Les Miserables. We were able to walk to the Theatre from this hotel in less than 5 minutes so the location was perfect.
From the booking process, everything was taken care of for us by the truly amazing staff. We were blown away by their care, thought and personal touches. Coen (the general manager) was quick to respond to my email, answering all my questions and ensuring that if I needed any further assistance with ANYTHING that I knew I could contact them again. He also put me into contact with one of their specialised 'Insiders' Jess.
Jess was by far one of the most professional, hard working and exceptionally thoughtful people I have ever come across. From our first correspondents she was willing and keen to help make our visit the best it could be. She helped me to organise our dinner, breakfast, suggested places to visit...she even replied to emails on her day off!!! Jess ensured that our stay was amazing, and I honestly couldn't thank her enough! She made our whole experience perfect. She treated us as friends and was there for any questions I had.
When we arrived I was feeling rather sad leaving my 10 month old son for the first time - then we received a parcel from Jess; a gorgeous gift for our son...I honestly could have cried. To have gone to the trouble of getting to know us and then to buy him a gift was such a kind thought and made us feel so welcome.
Coen (The general manager) also sent us a card welcoming us to the hotel with a bottle of champagne and a cake. We were overwhelmed by the kindness of the staff. The champagne was very happily received and helped to make our stay even more romantic.
This welcoming atmosphere continued throughout the hotel - with all staff greeting us with a smile and ensuring that our needs were being met.
The room itself was beautiful. We stayed in one of the 'Wonderful' rooms. The facilities were great. The bed was so comfortable and the shower was amazing. The sun came up very early, so without blackout blinds I would recommend taking an eye mask if you are a light sleeper. Saying that the view from our window was fantastic and we enjoyed watching the sun coming up over London.
The hotel is kept immaculately clean. The furnishings are to a high standard and the whole atmosphere is both relaxed and welcoming.
That evening we dined at the Spice market, their restaurant. Again the friendly staff made us feel very welcome. We found the food rather spicy - but when the waitress realised this she told us that we could have ordered the food specifically to our taste, requesting less spice/ chilli's. The food was prepared to a high standard so if I were to eat there again I would definitely ask what was less spicy on the menu! Although the food seems reasonably priced for how good it was, the alcohol was very expensive...although all prices can be found in advance on their website.
Without a doubt we would love to stay in this hotel again and we have already recommended it to many friends. A HUGE thanks to all the staff!!!
March 21, 2014
Rated 2 out of 5 by Blue LIMO Service disparity
I found it rather dissappointing that the service booked by the hotel for a sedan car was 105 pounds from the airport. However the service also ran by the hotel that is out front is only 75pounds. The pickup service below was never offered by the hotel when I made the booking. Consequently I ended paying an extra 30 pounds (60 pounds total) TWICE, before I was advised of an additional service. Quite frankly I am extremely dissappointed. Not to mention after the first night my room was never properly cleaned leaving the trash and no amenties to shower with. As a high volume starwood member, this is not the kind of service that I have come to expect from the W hotels.
January 13, 2014
Rated 1 out of 5 by misha27 Hands Down Worst Hotel Stay Ever!
I have never written a negative review before - but this was hands-down one of the worst hotel experiences of my entire life (and I spend a lot of nights every year in Starwood hotels). From the completely indifferent and diffident front desk staff to the completely filthy room (it seriously looked like somebody had hastily tried to cover up a raucous frat party - with marked and stained walls, stained linens, a shag carpet with big strands of yarn hanging loose and water closet walls that were so dirty the first thing I did was clean them myself) it was a bad experience from start to finish. This is not really like a normal hotel - it's more like a nightclub with rooms over top - if you have any expectations of a normal Starwood hotel experience look elsewhere.
December 5, 2013
Rated 2 out of 5 by Ktse Noisy & Not worth the price
Wifi is very popular now, there is no free wifi in the room provided to the 1 / F lounge have free wifi. But too many nights out and compare the noise of strangers.
The water will flow to the hall when bathing.
The room can be added a pot Water Bottle better.
March 15, 2014
Rated 5 out of 5 by snadur Fun, frivolous and friendly hotel
We booked 3 rooms at W as part of the celebration for a significant birthday of my partner. They joined in the fun by decorating our room before we arrived and ensured the check in process was smooth and relaxed. The rooms are up to the frivolous and comfortable standard W is known for around the world. The staff, in particular Roberto and the door men, were very friendly and ensured, among other things, that our bags were deposited in our rooms after a taxi they arranged collected us at home took us to dinner elsewhere. All in all a fabolous night!
September 26, 2012
Rated 4 out of 5 by Angie60 Great location and design but service could be better
The location is perfect, very central and within walking distance to all the popular shopping areas. The design inside and out is impressive as you would expect from a W hotel, very modern features and lovely reception. Door staff and check in staff very friendly and helpful. Bar is a lovely design with a good selection of drinks and music, however waited quite a while to order and even longer for the bill. When asking for the bill I mentioned my SPG membership as I was advised by the check in staff to do so to receive 10% discount and points. I was met with quite a attitude from the waitress when I said I have a Starwood membership number the response was a very abrupt 'and'. Ate in the spice market beautiful starters but disappointing mains. Room was lovely but could of done with a dust and hoover.
November 20, 2013