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 4 out of 5 by jogb great hotel
however when it gets too busy quality takes a loss.
best bar for night crawling in soho
August 5, 2014
Rated 4 out of 5 by Barley11 Great atmosphere pleasant staff
Our room was not ready until 5:15pm...we were then provided keys to a room occupied by other guests! We were finally provided a room that was designed for a disabled guest. While this service was not exemplary and pointed to an issue with maintaining security for your guests....we were compensated with a bottle of champagne.
August 4, 2014
Rated 3 out of 5 by vik1877 Average stay
Whatever whenever staff would fail to pick up the call half the time. Turn down service was not constant. Rooms were very comfortable the staff at the entrance were excellent. I would not stay in this hotel again as i believe service is primary and i wa not happy with the overall service in this hotel
August 3, 2014
Rated 3 out of 5 by Nickname86 Staff ++ Infrastructure --
Warm greeting and service by staff throughout three day stay. Location is ideal for local tourist adventures. Unfortunately, we live in a world that requires connectivity. Wi-fi was inoperative for two of the three days. Staff confirmed that engineers were working on it. Not sure who was working on it, but seeing various odd log in screens or no response at all was most frustrating. I guess my SPG Welcome Amenity of free wi-fi was the wrong decision. I should have taken the cocktail I don't think you need engineers to make a cocktail. Fortunately the local coffee shops seem to have managed the complexity of wi-fi and I simply had to leave the hotel each morning to catch up on work for an hour.
I repeat that the staff was very apologetic and had to face the frustration of the guests graciously. Management was not present and is responsible for engineering failures and infrastructure weakness.
August 1, 2014
Rated 5 out of 5 by David33139 This W rocks
Great W Hotel
would recommend this hotel to anyone who goes to london the staff was very nice and very physionomist
thank you guys for making our london experience a great one.
August 2, 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 4 out of 5 by nancy127 Hip Hotel Atmosphere
Very hip and modern hotel
August 1, 2014
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 socrates106 Mean people
NEVER NEVER NEVER again this place...the worst....stinks!
July 30, 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 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 by Lovesagreathotel Another Outstanding Stay at the W London
This hotel has it all -- perfect location, beautiful modern rooms and public spaces, great gym, and consistently outstanding service. It has absolutely become my go-to property in London, where I travel a lot for both business and leisure. Special kudos to front-desk manager, John, who always goes out of his way to recognize my platinum status and personalize my stay. Also, while I was skeptical that the hotel could fill the large shoes of the former chief concierge Josh, the new chief concierge, Alex, is the perfect fit; he is a great addition and couldn't have been more helpful to me. In all, I continue to be bewildered that this hotel's average rating is not higher. In my view, the W London hits it out of the park in so many ways, and really does exemplify many of the W brand's aspirations. Can't wait to go back!!
July 22, 2014
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 pvisma check in
always too slow, not enough people to attend. always a long line. no starwood preferred desk (or in any case not enforced).
food is average for an hotel of this kind...i eat in room often at w london and never been pleased really.
July 25, 2014
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 5 out of 5 by Murpho The W London delivers again !
We stayed at W London for a surprise anniversary weekend recently.
Upon check-in was delighted to be offered room upgrade as SPG Preferred Guest to a cool Studio Suite - all very smart & trendy and great way to start the weekend!
The W London Team then went above and beyond again & even arranged for bottle complimentary Moet champers & some delicious cake to be delivered to the room - another lovely touch!
July 21, 2014
Rated 5 out of 5 by jsb1961 The W Wowed Me Again!
Having had such a great stay in May 2014 I went back in June and had an even better time!! From the minute I was greeted at the entrance when I arrived to the minute when I reluctantly departed I was more than happy to be staying at the W! I immediately slip into the cool funky atmosphere which is relaxing and energising at the same time. Staff are friendly but fun and extremely polite and helpful. They are not at all patronising. intimidating or or stuffy! Rooms are very spacious thanks to the design of the integrated bathroom facilities and that space makes all the difference to the comfort....there's room to dance! Easy to operate mood lighting & tv/sound system, tasteful extras like trendy art books and all the usual but high quality complimentary treats like toiletries, robes, umbrellas all make you feel like your hosts want you to have fun and enjoy staying at the W. Bar, lounge, club and restaurant all add to the overall experience ....chilled out yet partytime all in one place = brilliant!! I will definitely stay at the W again and would like to make a special mention of the receptionist (Armena??) who checked me in on both my stays because she was so lovely, friendly and helpful and she remembered me from my previous visit...what a lovely welcome she gave me!! See you again as soon as possible!!
June 10, 2014
Rated 5 out of 5 by Kap1981 W London
My favorite hotel in London, centrally located next to some of the best restaurants and shopping in the city. I have stayed here several times before and always look forward to going back.
July 23, 2014
Rated 5 out of 5 by SGHansen Unbeatable Location, Cool Design, Weird Bathrooms
The location of this hotel cannot be beaten. I emailed the hotel in advance to let them know that this was a special occasion, as I was visiting with my son to celebrate his high school graduation. On arrival we received a nice upgrade to a top floor room and the hotel added the nice touch of having a split of champagne and chocolates waiting in the room for us. Steps away are Leicester Square, Chinatown, Theaterland, and Picadilly Circus. The uber modern design is cool and the rooms are comfortable and quiet despite the loud, brash city immediately outside. My only quibble is that the bathroom facilities are too hip by half. The shower and toilet are in closets, while the sink is out in the middle of the room. This would be fine for a romantic couple but was awkward for my son and me.
June 22, 2014
Rated 3 out of 5 by Trutty The shower was extremely dirty.
My experience was ruined by the shower, which was extremely dirty, and full of black mold/fungus. I stayed at the hotel for 4 nights and not once did the hotel bothered to clean it. I have a picture of the shower that would be happy to attached but I do not think there is a way to do so.
Other than that, this is a hotel that I really liked, having been here three times already. The bed is nice and the location, although not glamorous, is convenient.
Not sure if I would recommend it... I like it but the shower made me feel like I was staying at a motel.
June 16, 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 2 out of 5 by jfitz21 Room Air Conditioning Broken in 2 Rooms and Midnight Fire Alarm
Room Air Conditioning Broken in 2 Rooms and Midnight Fire Alarm
July 22, 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 5 out of 5 by LisaLT Great Hotel
Perfect location for a quick weekend getaway.
July 21, 2014
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 1 out of 5 by WJW1 Very disappointed,worst SPG service, wont be back
We stay in SPG hotels over 75 nights per year so are well aware of the standard of service we should expect. We contacted SPG reservations with a minor change of booking which we were told would not be a problem however it was a huge problem for W hotel London, embarassing waste of time at checkin we were not sure the receptionist was ever going to honour our booking. Had to re-book room and join SPG again loosing out on 4 times points for the stay. When partner phoned to complain and try and sort it out the member of staff kept repeating 'I do not understand' when he asked to complain to manager. Very poor service we will not be back.
May 4, 2014