Rated 2 out of 5 by msloan Extremely loud music
I was kept up one night until 4am by extremely loud music in a private club below my room. It's unclear to me why they would put a business traveler directly above a club that plays incredibly loud music until 4am and then the only option to make things right is to make me move at 2am. It was really really unfortunate.
March 1, 2014
Rated 5 out of 5 by Elena61 In the heart of London
Excellent hotel in the heart of London
April 21, 2014
Rated 4 out of 5 by NewYorkRoger Alls Well That Ends Well
This 4 day trip had a bumpy start with the hotel, but the W Insiders were fast on the issues and we ended up getting a very nice upgrade on a quieter floor. I would totally recommend this hotel.
Concierge Review: Excellent attentiveness to details and willing to go the extra mile to make your stay wonderful.
The property location is excellent - right next to Soho and the theater district. The bar on the check-in level is quite active and loud however, and while we did initially have a very nice room on the 3rd floor - it was clearly too loud at night from the music. Once we pointed this out to the staff, we were treated to an extra upgrade and well away from the sound.
All of the staff, from front desk to the valets are well turned out, professional and responsive. The gym is very well appointed. As a Platinum SPG member, I felt they really treated me with top notch recognition and service! Well done!
April 5, 2012
Rated 5 out of 5 by jeff1966 Great Location - Great Room
Hotel was great and what I would expect from a W, trendy, comfortable and ultra modern. Location can't be beat with easy access to all of the important parts of London.
For the price of the room and overall amenities of the hotel, WiFi should be included and not an extra $25 (approx)/day. I can walk to nearby Starbucks and get free Wifi with a $2.50 drink, it should be included.
August 26, 2012
Rated 1 out of 5 by SPGBC WOW for WORST STAY EVER
I have stayed in W LONDON for 10 days in end Aug, with my colleague for a business trip. The whole experience is a total surprise (in a very unpleasant manner). If you experience 1 or 2 bumps in a short stay, you might just shrug your shoulder and move on as one-off (or twice) misfortunate events. But a 10 days stay with multiple repeating events, you know it’s not “coincidence” as they claimed. So, if you are looking for a hotel with warm hospitality, then we would believe this is not the place for you.
1. Constant frustration with their concierge or room service hotline - having stayed in many hotels for business reason, I’ve never stayed in a hotel which their room service lined or concierge line is always with no one to answer. Especially during weekends, you might need to CONTINUOUSLY call for 10-15 and you phone is still not being answered (remember you dun want to call them to chitchat, you call them when you need something, but they are constantly not answering which just double the frustration). The line is named “whatever whenever”, it’s really not there for you whenever you need them, but you do end up saying “WHATEVER !”
2. Confusing, not friendly staff – lots of example to illustrate.
First. We made a green choice for not having making up the room on daily basis, since we are staying for a long period of time. But if we need new towels and stuff we can call their room service to refill (which the line is constantly not being pick up, which means after a long day of work you want to have a hot shower with filled shampoo, tried your luck with the line first). The arrangement and rules of this “green choice program” is totally confusing, I guarantee you if you ask different staff you will have different versions. And you never exactly know when are you getting your room tidied
Second. So finally, on the fourth day, I’m fed up with all these and walk down to the concierge and tell them my frustration and complaint about all these mess. The lady in the counter of cause starting off by saying “oh madam, we are very sorry that you have experienced this.” Yet with the least concern face ever, and then followed by “but please understand we are very busy”. Okay. So when you want to book this hotel, please do also take into consideration that you may need to consider their “busy schedule”
Third. This is an episode I witness at the lobby, and I don’t know how it’s resolved at the end. But it goes like this. There’s a kid bumped into one of their dazzling vain decorate in front of the lift. And the manager of the concierge directly rushed to the father and said “I am going to charge you for this, because this is very expensive” instead of checking out if the kid is even alright. I think it tells a lot of how this hotel is treating their guests.
Fourth. Totally unprofessional handling of Guest’s belongings. One time during the stay, I got a package delivered to the hotel, so I asked the concierge for it when I was back to the hotel. First the lady at the counter was totally “helpful”, and said the one responsible for “luggage” is not around and ask me try to go back at some other time or tomorrow morning WITHOUT even trying to look. Quite upset already and told her I got a 8am flight tomorrow, and I have to get it now. So she ask somebody else to check for her, and suddenly everyone got panic and don’t what and where is the thing, and it’s clearly not in the record. We sat there to see them running around without a clue of where the thing is totally show how professional they are, and there is NO RECORD in system, to locate the package! At the end, I found it in my room when I thought of “giving it up”. But how stupid it can be that none of them KNOW the whereabout of a received package for a guest! Then the following day, my colleague left her luggage after checking out with the concierge and will pick up on the same day later to the airport. “Surprisingly”, when she went back for the luggage, they only give her 1 small bag only and claiming she only leave that 1 small bag with them not the luggage. Of course she went madness, and force them to look carefully, then the above drama happened again. At the end, ridiculously, they let her to go into the luggage room to find her own luggage. She found it, but cause they put them separately with the TAG THAT WAS GIVEN. So it’s “lost”. But for security issue, you can tell how safe your luggage is, if people without integrity and just grap somebody else’s luggage, so good luck with you really want to stay with them.
Last but not least. When I checked out, I also need to leave luggage with them cause I will have 2 more mini trips going through difference airports and places for site checking, so it’s just easier for me to carry a smaller one along with me. I need to leave the big one with them for one week. Again, that lady at the counter is super “helpful” as expected, she simply said “no we can’t do it” without any explanations or offering options and . I ask why. She said I will get my manager to talk to you. FINE. Then the guy came out, he explained due to security reason they can’t do it (how convincing it is with all the episode above) then I got really upset and said if I can pay to do this. Then he really got an attitude, saying I am not being very cool to him cause I am asking him to do something he can’t do, and since I am not helping him, he can’t help me. That it is my responsibility to travel with my own luggage but not theirs to keep it, but if I do have another booking with them, then they can keep it for me. I will so ambushed that after staying here 10 days and now you ask me to pay for another night so as to have the luggage left with the hotel. This is insane and I got really furious but since I got a flight to catch, I almost pay for it. He finally back down and keep the luggage but threat me “if anything happened, I will you for everything. Even if I lost my job you won’t even care. Have a good flight and good bye”. This is totally unacceptable, as a guest, I feel totally disrespected, disregarded, dismissed, mistreated and make me worry about the luggage for the whole time during the rest of my trip.
** but one note, the runner in black tshirts are all very nice and kind. Just those in suits, they all think they are cooler than you are**
3. Some minor Hardware problem – my sink is clogged and my colleague’s phone is out of order during the stay
To sum up, I am done with W. The word W makes me sick now, and I won’t visit or stayed in any W worldwide anymore.
September 10, 2013
Rated 4 out of 5 by Dkp1 Helped make a great first impression in London
My boyfriend and I we traveling to London for the first time. We've stayed at most W in the US and London definitely met with the W feel. The main reason the overall was not a 5 was that the rooms are indeed unusual as was mentioned in other reviews.
A special fallout to the concierges who were very helpful even in advance of the trip to set up reservations and give advice.
April 26, 2012
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 vermemic Team Drinks Schroders
We were very professionally received by the hostess and doormen. After a very short wait we were escorted to a few cleared tables and very quickly served. The staff from doorman to the host and waiter in the bar were all extremely friendly, helpful and made sure that our visit truly felt like nice and fun evening out with my team. My compliments to the staff at the W!
April 22, 2013
Rated 2 out of 5 by Spiritark Design's a little overdone
Was here on business and first time staying at this property. Entrance to lobby to check-in were all pretty standard as with any W, but I found the rooms a little too small (despite being upgraded) for my liking.
Yes, the design is very innovative, but it got to the point that the 'desk' was connected to the sink, and the necessities - tissue box, dustbin, switches etc. were slotted all over that sink-desk like a curio box.
The bathroom was also a little too dim in my opinion with just a single bulb at the ceiling. However, I give credit to those who chose the rain shower. Loved it.
Other aspects of the room were alright. But due to the small space, it would be tough for anyone to find space for their luggage(s), especially if it's non-cabin sized.
All in all a chic hotel and good pick to stay in if you are here to play and have fun with friends or your other half. Those on business would be better off elsewhere.
July 15, 2012
Rated 5 out of 5 by Anderson42 Fantastic!
Everything associated with the hotel was excellent! The doormen, reception, staff, room service, restaurant, etc. All really fantastic! The location is perfect with easy access to tubes, shows, shopping, museums, excellent food, etc. Hands down the best place we've stayed in London.
March 8, 2014
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 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 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 WSwsWS EXCELLENT
We have travelled a lot and into very very good hotels in the world, BUT this hotel W London is just excellent, best service ever, best staff ever and best work ever. They have the best service and we will always stay there for sure all time we will be in london.
Recommended in high list.
February 16, 2014
Rated 4 out of 5 by consultant1001 All very nice, but the light...
I liked the hotel a lot, the only disturbing feature was that the light from the illumination of the facade was obviously shining into the room and couldn't be blocked by shades so it basically was light during the entire night...
I loved the breakfast buffet.
March 6, 2014
Rated 5 out of 5 by awesome Lovely hotel with excellent service
I stayed in this hotel twice this year and the second time was with my family.
The service at this hotel was top notch and impeccable.
The location is so centrally located that we could find anything we want to do or to eat in close proximity.
W London is now our favorite hotel and it is highly recommended for those who visit this lovely city.
December 30, 2012
Rated 4 out of 5 by mpol Nice and cool
Stayed here as a platinum member. Got upgraded to a studio suite. Very nice. Large for a city hotel. Cool W style. And great internet, which is rare these days. Nice to have Spice Market downstairs. And a very nice Platinum breakfast. This place is not exactly a family hotel, but great for couples. And within walking distance to great shopping.
July 30, 2013
Rated 5 out of 5 by WJannis My Second Home
The stuff is just super friendly very open funny professional adjust to the needs of the guest very open minded and even if sometimes you miss your check out because you slept too long they just wake you up friendly and tell you its maybe time to go.. but take your time:-)feels like parents home:-)
January 31, 2014
Rated 4 out of 5 by SnazzyDresser18 Aside from wi-fi, great hotel
I loved the can-do attitude of the staff, the hotel car service eliminated hunting for a cab, the room felt very spacious.
My only complaint is the wi-fi sometimes felt slow and the signal would fall off.
The location can't be beat. Love being within a short walk of two Underground stations and living next door to Chinatown!
July 20, 2012
Rated 4 out of 5 by BabyWilson When is a Suite not a Suite
Great hotel if a tad noisy at night! Great bar too! I booked a Studio Suite but honestly, don't bother wasting the extra money as it is a room with a desk and a very uncomfortable corner sofa!!! Stick to a standard room (now that's the first time I have said that for a few years).
February 3, 2014
Rated 5 out of 5 by CSH43 Stunning on the Square
Wow. The W Insider took such good care of us on our last night in Europe. The children's upgraded suite was larger than my old NY apartment and capped off their vacation with a lasting memory, especially of the tea cup and bath tub. The breakfast buffet was excellent and the location right in the middle of almost everything.
July 20, 2012
Rated 5 out of 5 by SophieB Amazing!
I have stayed in many hotels but this is by far the most impressive. This was a special occasion for my partner and the staff catered for my every need, including complementary champagne and a birthday cake!! The room was amazing, as was the breakfast and the staff. I cannot wait to return to The W Hotel Leicester Square.
September 2, 2013
Rated 5 out of 5 by MrsR0103 The best pillows I have ever slept on!
We stayed at the W Leicester Square a couple of years ago and loved it so much we came back to kick off our honeymoon! Great location, friendly and helpful staff and great room with the best pillows ever!
March 10, 2014
Rated 5 out of 5 by Doosie01 Great Stay
Much better than exspected. Room was quiet, Staff helpful and friendly, Design great, Breakfast more than enough with fair pricing and downtown location is perfect, only few steps from picadilly line. Overall a wonderful stay.
You shoudn't believe some of these bad reviews. It's a W and it' s modern, young and cool.
August 5, 2012
Rated 5 out of 5 by jlee0504 Best experience ever
I was on business for a week in europe and my wife joined me from the US in london for the weekend. Guest relations manager Jessica Patman upgraded my booking to a WoW suite knowing it was my wife's firest time visit in London, She made our time here very special. This is something i will never forget,
November 24, 2013
Rated 4 out of 5 by RexESP It has its ups and downs
As an IT entrepreneur I wanted to get one of the best hotels in London.
I have been to several W hotels and this one has one of the best locations. It's only seconds away from the hottest spots in London and it's easily reachable by metro or taxi.
The rooms are great and the reception staff is top-notch. However, there were some points that need attention: I prepaid an (expensive) fee for high speed" internet. At the reception I was given a code that allows me to connect via WIFI/cable, but the connection only goes up to 1 MB/s. I found out that if I hadn't prepaid it, but instead paid (the same price) from within my room, I would have been given "real" high speed internet at 5 MB/s. I would have been nice though, if we could have gotten 10-100 mbit connections. Being in one of the most exclusive hotels in downtown London, this shouldn't have to be a problem.
I also believe they could get more European (Spanish/Dutch/Portuguese) TV channels, although I was pleased to find out that there were channels from all over the world.
Another point of attention is the welcomeness at the front door at night. I disliked being greeted by bouncers that seemed unwilling to let me in until I told then I was a hotel guest. (Which they still seemed not to believe until I showed my keycard.) I understand that the W has an exclusive club too, but the welcomeness of hotel guests should be the main concern here.
To sum it up, it's a great hotel, not perfect, but almost there! I'm sure I'll come back again whenever I get a chance.
April 18, 2014
Rated 5 out of 5 by drewrx Dripping in glam
I just stayed here I think on 5/29 (it was a blur) and I would totally recommend it. The design is ultra chic and the guys I interacted with at the front desk and at the door were super chipper and friendly. I really can't recommend this hotel enough -- it's the epitome of the W Brand in my opinion.
September 6, 2012
Rated 5 out of 5 by ally1966 Wow what can I say
Location was superb, staff friendly and not obtrusive, Room was excellent and what you would expect for a hotel of this stature.
Modern and fitted in with London, I have stayed in some Hotels around the world and will come back again.
Well Don to everyone for making it a weekend to remember.
October 14, 2013
Rated 5 out of 5 by JuryN Great Hotel
I've spent a couple of days in W Hotel in occasion of my girlfriend birthday, I must say that the hotel staff made our stay brilliant, my special request were all met and the hotel itself of course is brilliant and vibrant as I like it.
A special thanks to Jess who made our stay special.
May 24, 2013
Rated 4 out of 5 by SNYC W London
I stayed at W London mid October and the customer service was great. Andrew checked me in and was very accomodating. All the concierges on staff were very helpful and attentive.
Josh checked me out made sure I was taken care of on my way out to Heathrow.
The rooms are cool and functional.
November 5, 2012