Rated 1 out of 5 by Redeye12345678 Totally disappointed - Will definitely not return to this hotel!
Totally disappointed with this hotel and SPG.
I redeemed 2 rooms at this hotel from the 22-23 June. Requested in advance to have adjoining rooms as we were travelling with 2 young children. Arriving from a long drive from Edinburgh to London, we reached the hotel at 12:20am. Tired and exhausted, we were told by the hotel security to park our car by the road curb in front of the hotel entrance while we check-in and after check-in we can move it to a nearby car park.
When we checked in, we were told that they don't have any adjoining rooms for us and only had rooms on different floors. It's so absurd that when they told us that they could have done something abt 2 hrs before our arrival. We ended up spend our last night in London - sleeping in 2 different rooms on 2 different floors. So much for a romantic night. Also our clothes were packed in the same luggage and we had to shuffle between floors to get unpacked.
If that's not bad, I returned back to my car after check-in and found that received a 65pound parking fine for parking by the road curb. GOSH!! I approached the security and they said that I received a parking fine for parking there - duh! I told them that I was told to park here while I checkin, why wasn't anyone looking out for me at that time?? I didn't get a favourable reply and was even told by the hotel staff to pay the fine or write-in. What kind of service is this???
After I drop off my car at the rental, I returned to the hotel and asked to settle the parking fine by either calling the authorities to waive the fine or to pay it. It's been 2 days and I've not heard anything from the hotel about this. Also, if the fine is not paid within 14 days, the fine will increase to 130pounds.
Upon returning to the room, the water tap in the room 632 was so hard to turn on - apparently the lever was missing and the blinds were unable to shut fully. I've stayed at many SPG hotels and had always requested to have 4 bottles of water in my rooms, this was not the case in this hotel. The wireless in the room were intermittent and had so much trouble getting on it. Had to go to the front desk to get it resolved.
The amenities that is common for all SPG hotels were not even available at this hotel. There were no bathroom slippers (the floor was very cold), cotton buds, tooth brushes etc. It's a 5 star hotel and they don't provide even the basic amenities???
Complimentary Breakfast in the morning was pathetic, Was told that since its complimentary, we are not entitled to the hot food and only had to settle with the cold dishes, cereal and toast. The hot chocolate that we order tasted awful, definitely a far cry from Star bucks.
We had one room extended to 5pm. We requested that our rooms or at least one could be extended to 6pm due to our late check-in, but was denied. This is definitely not the Platinum treatment that I would expect from a 5star SPG hotel. I get even better service at a SPG hotel in China! When I returned to the hotel at 4:30pm, I found that my card was deactivated and had to approach the front desk to get it activated again.Waited another 15mins to get it activated. Only had 15 mins left to get the entire family ready to check-out. Absolutely terrible!
I've stayed at SPG hotels for all my business stays and was very happy with the Platinum status and treatment that I received in the past, this experience in W Hotel London is totally terrible. I will definitely not stay in this chain again.
What's totally nonsensical was that I received a parking fine while checking-in despite the hotel security telling me that it's ok to park by the road while I check-in. I'm not going to pay the fine and want the hotel to resolve this ASAP!
I demand that SPG & the hotel to resolve these issues immediately.
June 24, 2014
Rated 1 out of 5 by noneedto Poor excuse for a W
As others have already pointed out, this is a poor excuse for a hotel, let alone a W.
The room reviews are right, there is not place for a room service tray except next to the sink. The toilet might as well be in the open as it is only separated from the bed and the sink/middle of the room by a poorly fitting door.
The noise from the bar is ongoing and loud at all hours of the night. The staff do nothing to regulate the elevators so your are met by drunk, ignorant bar patrons when you try to get back to your room every day. Nice!! The room service food was some of the worst I have ever had. No upgrade at all for my platinum///
July 5, 2012
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 5 out of 5 by Marketing41 Honeymoon/Vacation
The W London is in a category of its own. Fantastic location, comfortable beds, attentive staff (including Bernardo - Concierge). The hotel is centrally located and steps away from local bars, restaurants, and shopping. You have to make it a point to check out the very chic bar (not snobby at all). Keep up the GREAT work W London!
May 27, 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 Colleen1956 Best Location in London!
W Leichester Square is centrally located for tourist attractions, dining & shopping in London. The proximity to the tube stations further enhance the location. The staff is most welcoming and will make you feel like family.
April 20, 2014
Rated 3 out of 5 by Businesstraveller79 Unsatisfactory service and not suited for business traveller
The check-in process was horrendous and although I mentioned that I was to check in at 1pm I expected to be checked in at 3pm. The response from the front office was the check in starts "from" 3pm and not necessarily the room would be ready then! Terrible start and when I went to the room I found out that the pressing service is not available on Sunday after 12 noon. As I checked in on Sunday I had to press the suit myself, not ideal but I had no choice as I had to leave the next morning at 8am for business meetings. There was no tea or coffee facilities in the room and I found out later the next day before checking out through a hidden collateral in the room that the coffee and tea was complimentary at the lounge.
June 3, 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 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 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
Rated 1 out of 5 by NoFun My worst ever stay in London
I stayed Friday & Saturday 7/8 September and almost everything on this stay went wrong. I only will mention a few things: No Platinum recognition at all, no upgrade not even mentioned that there was none, a rude respons and a lie that the hotel was fully booked, no respons on divers complaints, none of the roomservice orders were correct, not one person on the reception desk showed any interest in the guest in front of them, no eyecontact at all, no thank you's or goodby's, even when I complaint about this the person was only afraid that I would go higher to complain. In the room a lot of stains at the couch, not proper working lights in the toilet and bathroom, overcharge on one of the roomservice orderings etc etc. I am a platinum menber and stayd almost 500 times in a Starwood hotel since 1999 many more from the beginning!
September 12, 2012
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 5 out of 5 by awesome Awesome hotel with great location
This hotel is quite different from many hotels in London as it caters for the trendy & fun loving guests.
Modern deign with great location, close to everywhere in London - Chinatown, West End theaters, good F&B & entertainment outlets, not forgetting London m&m World just next to the hotel.
It also makes good business hotel with its five star service from the talents.
I'll be back again whenever I come back to London.
March 23, 2012
Rated 1 out of 5 by johnpw1981 A disappointing experience
• It took 5 staff and over an hour to check us in due to a booking system reservations sync up system with the hotel.
• The shower smelt terrible with mold in the corner.
• The main bar restroom was covered in vomit.
• On check out I was both charged for the room AND had starpoints deducted. It took 20 minutes to clear up the mistake.
June 4, 2014
Rated 3 out of 5 by Andrew1234 Lots of bling in central London
Launched to much celebrity fanfare earlier this year, the new W in central London is a hip hop and a jump from many of the sights for tourists, and well connected to transport for business visitors. The Asian food at Spice Market, the on-site restaurant, was fantastic (although the service over dinner was a little aggressive) and the gym and limited spa facitilies are new and fun. Some of the teething problems from a stay closer to the opening have been solved with staff now being much more co-ordinated. The rooms remain just a little bit peculiar, with the sink the focus of the room - water ends up everywhere. It's also a real challenge to find all the light switches in order to sleep. Please note that most rooms are the same - the hotel considers an upgrade to be being put on a higher floor. Although Platinum, I've not yet managed a corner room (although corner rooms were available online both nights I've stayed).
November 24, 2011
Rated 5 out of 5 by Chazz3712 Simply the Best!
Had another perfect stay at a W Hotel. This was my first stay at the W Leicester Square, but it definitely will not be my last one.
The location is right in the heart of London and couldn't be in a better location. Easy access to shopping, food, sights etc is first rate.
The hotel itself is typical W style. Always trendy and hip, yet comfortable and luxurious.
The staff there is second to none. I had arranged for a package to be delivered ahead of my arrival and the Concierge held the package for me and immediately I had it upon arrival. Check in staff was very helpful.
When it came time to getting assistance on a car or things of that nature, the staff went WAY above my expectations. Sergio helped make arrangements for a car for the event I was attending and set up a driver to pick me up 6 hours later. Again, first class all the way.
I've been staying in London for over 15 years now and this was by far the best hotel experience I've ever had.
November 7, 2012
Rated 1 out of 5 by RyLA Bizarre
I am a platinum member who practically lives at Starwood. I was told I was upgraded but if this was an upgrade I hate to think what a standard room looks like.
The rooms are tiny, so small that half the bathroom is spilling out into the room, taking up most of the functional space in the room with a sink and counter. The toilet is in a tiny mirrored closet, as is the shower. Clearly some consultant thought it would be a good idea to cut corners here. For such an expensive hotel I'd expect something more spacious. Furthermore the walls are very thin so you can hear every creak and squeak in the next room over and hallway. I felt like I was in a space age youth hostel. You should absolutely avoid this hotel and go for something nicer for the price, even if you want to use your SPG points--save them for somewhere that is worth it.
Overall I am so regretful at I wasted my money here when there are so many great options in London. I hope you don't make my mistake.
July 26, 2012
Rated 2 out of 5 by Bobbbb Not too comfortable
This hotel is a bit on the flashy side. It's more about being trendy and stylish and less about comfort. The people are nice and helpful. They did appear to be a bit stingy on the supplies having run out of soap and Kleenex, the latter of which was never replenished.
October 21, 2013
Rated 1 out of 5 by Spb2nyc Very noisy and unfriendly
Very long check-in - about 20 minutes in 4:30 pm. Requested silent room but got noisy room near bar without any notices and sorries. Ask to change and got new keys two hours later. Room was noisy too - I heard club music till 01:30 am and sometimes heard sound of water from the neighbor's toilet. For this inconvience and unexeptable situation hotel manager offered me... one drink at the bar and extended the offer only after long discussion.
So I haven't upgraded - manager said hotel was fully booked but I saw many rooms on sale for that day at spg app later.
Breakfast. Waiters want extra pay for omelet and coffee.
Lounge. They haven't lounge for platinums. They have bar for all guests with good wine but bar overcrowded all day especially in the evening.
Bed comfort was ok but room design... In the center of small room was a sink. And only one socket for guest. White and mirror walls. Small wardrobe for clothes, big wardrobe with shower. May be this hotel was good for snow queen but not for me and probably not for you.
April 21, 2013
Rated 4 out of 5 by pwnyc great but losing the sparkle
NIghts stayed 7 .Have stayed here many times since new. Still good but little touches are missing. Previously complimentary toothbrushes, razors, etc in room and complimentary mints at each floor lift area - no longer available. Bed had some sort of loose futon base cover which moved around and never quite comfortable. Cracks is walls and ceiling joins. Gym has been updated but equipment is missing basics. Paying top Rate to stay here, but not getting the special touches that make it worthwhile
A few things on the bill that shouldn't have been and also added a charge to bring cutlery to the room.
Overall location is great but the missing detail will make me look around next time.
May 14, 2014
Rated 5 out of 5 by Lovesagreathotel The negative reviews are not justified
I arrived only today, but I couldn't resist doing an early review because everything so far has been perfect. Literally the best W hotel welcome ever -- greeter at door, ambassadors, welcome desk agent, etc. were really genuine, friendly and personalized. As a lifetime plat member of SPG, I've had many W experiences, and I can have fairly lofty expectations. It doesn't hurt that I got a great platinum upgrade ro a very nice room, but I am confident from the quality of the fittings and finishes that lesser rooms would be very nice as well. To be candid, from some of the criticisms I had read about the hotel, I was a bit concerned that I might be disappointed. But I find many of the negative comments unjustified or untrue -- for example, that you don't have a view through the double windows, that the windows don't open, that the bathroom experience is too "weird," and so on. Everything seems well-maintained, good quality and very clean. The chain could take some cues from how well this property is managed -- starting with the ideal welcome. Very well done!
January 29, 2013
Rated 1 out of 5 by SwissJeremy Not willing to meet guest requirements
I asked for an early check in (12:00 - 12:30) as my elderly mother and I were attending a wedding. On calling the reception I was told my elderly mother could change in the gym changing rooms - which is clearly inappropriate. I emailed suggesting that only one room of any category being made available would satisfy my needs and was told to book the night before as well to secure the early check in.
I find it hard to believe that reception and housekeeping are so uncoordinated they can not make one room available for early check it, At no time did I see any attempt to make any effort to meet my requirement.
I have never encountered something similar in any other Starwood Hotel.
July 5, 2012
Rated 5 out of 5 by eduapu Try this experience
W London is a modern and very well designed hotel located downtown London.
We spent an exellent weekend in the city last week.
Great atmosphere, professional and friendly personnel welcomed us at the reception. Rooms were just the right mix of design with very inteligent and practical solutions. Particular attention is given to the cleaning service (they pass several times during the whole day) and every particular is taken into account to make your stay easy and confortable.
There is also a very nice launge bar on the first floor, with nice people and professional barmen. Cocktails are prepared with the right attention. A great taste of London that made our weekend a special one.
March 23, 2013
Rated 1 out of 5 by upset52013 Bad experience
I hope no one else has this experience; stayed here recently (may 2013) and had a fire alarm go off all night thorughout the hotel, and severely ruined our next day of vacations. Staff was apologetic but offered nothing in way of compensation, not even starpoints. Also, shower drain flooded but maintenane was able to fix it; due to the nature of the room setup, however, it flooded the entire room (shower is in a closet-type door, cant get out without water going everywhere). Staff also gave away the second of my two reservations even though I mentioned to them TWICE not to do so, as I would be checking in late. They gave it away anyway. Everyone was nice, but somewhat incompetent.
May 18, 2013
Rated 5 out of 5 by bcity stylish design hotel
really nice hotel with a fantastic design, friendly staff, especially Ruben from welcome desk, and a modern cool bar (Wyld)
January 31, 2012
Rated 5 out of 5 by Steve58CA Amazing hotel; great location
We stayed at the W for 5 nights using points. As a Platinum member we were upgraded to a Marvelous Suite on the 3rd floor. Great corner room with spacious bedroom and separate bathroom. All the staff are very attentive and friendly. The restaurant, the Spice Market is excellent - great breakfast and dinner, great service. Location of the hotel is ideal - between all the major attractions - Piccadilly, Trafalgar, Covent Garden and easy transportation using tube, bus and train.
One downside is the fact that the noise from the bar/club is so loud that even on the 3rd floor you won't be able to sleep without using ear plugs!
May 6, 2014
Rated 2 out of 5 by dvixos Location and Design are not the only recipes for a good hotel stay
It is a very centrally located hotel and its design is above the average if not uniquie. But these come at a price of very bad service. When we arrived there was no one at the reception and it took us about 15 minutes to check in (we were the only customers though)
Our room was on the second floor and the music from the club was so loud that it would penetrate the walls. The sink although make a design advance as it placed inside the room made things a bit difficult as it was leaking water on the floor,. Here it come more
Two things made our stay a nightmare
1 The Shower would leak water all over the place and we had to walk on the water and the lights system although sophisticated would not operate as promised We had to remove our card from to switch off lights and this meant that we lost all charging and heating facilities
Breakfast although rich and of variety was poorly served as we had to wait a long time to get our orders
The staff was generally polite but no help was offered on our real problems. At least the last day a guy called George recognized that something could be wrong with our room lights but hey it was too late..
Had we were on a holiday stay that is to go clubbing we might have immersed ourselves in the wonderfull coctails of the bar but we were on a business trip...
December 12, 2012
Rated 4 out of 5 by AZAEEEM Its a Good hotel but not Spa
i think the hotel is good in terms of location for young people and the service is good too .. I didn't like the spa .. very small and service is weak.
I highly recommend to avoid the spa and go to any near by place
June 1, 2014
Rated 5 out of 5 by berny Excellent service, excellent people, excellent hotel!
I chose to stay at W London for a very special birthday for my partner, and I got more than I expected: they were very helpful and they catered to my needs. They even upgraded me as a surprise and they made the event perfect.
The staff were very cordial, polite and always with a genuine smile on their faces, and I particularly loved the smallest details: from changing the mat in the lift depending on the time of the day (check in the morning, afternoon and evening and you'll see what I mean!) to the matching gadgets and fine details in the room. It was an amazing experience, one I will never forget and one I will always cherish.
I definitely give W London a 10+ vote and I'm definitely coming back!
November 10, 2012