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 Jack20131208 False alarm in 5 o'clock in the morning??
On Monday morning five o'clock, the alarm in the rooms was suddenly roaring when all of the guests were in their deep sleeping. Try to deal the "whatever&whenever HOT line", no response, deal reception? no response. Five minutes later, someone called himself the duty manger from the rooms' speaker, said it was a false alarm and asked the guests do NOT do any further actions, FALSE alarm??? And there is no further explanations via oral or writing to the guests.
December 9, 2013
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 Simon76 Awful Service Lovely Looking
My stay went from bad to worse:
Tried to check in at 2:30pm and was told systems were down and asked to sit on a nearby sofa. After 20 mins of being ignored I complained to be told well it is not 3pm so you cannot check in yet anyway
Got to room which looked nice. AV equipement broken in room so complained - was told yes it is broken and no nothing can be done.
Spice market was lovely and the bar great
At 2am a loud party was being had in the room next door to ours 629, we complained. 3:30am still a very loud party going on which had moved to the corridor. A timid response from a security guard was given. 4:30 am the party continued by this point we had complained 3 times and nothing had been done. Eventually at 5am the duty manager arrived and shut the party down.
Wardrobe door was loose and fell off hinges preventing access to bathroom - engineer could not fix so we had it balanced up against a wall.
Just to top it all when checking out - the welcome desk manager said how was your stay! We told her and the response was well it is not our fault that people get drunk, doors fall off wardrobes, check in processes fail and AV equipment in rooms don't work. I assume she meant it was ours?
I stayed for 1 night spent £700 and was offered nothing in compensation for my troubles.
Final point when booking I was asked if it was a special occasion - I said yes our anniversary. Did anyone say happy anniversary or treat us differently.... NO!
Awful truly awful
January 22, 2012
Rated 1 out of 5 by SAM22 W Lounge
Tried to go for a cocktail in the W Lounge with 3 friends on Friday night - the girl with the clipboard on door was the rudest and most aggressive person we've ever come across, 3 of us work as event managers in the music and film industry and are always looking for new venues to host launches - we wouldn't ever look at the W again for employing staff that speak to people like that. There are ways of letting people know that they need to be on a guest list without being so rude and dismissive - no matter who you are. Sort your staff out and train them to deal with people in a professional and courteous way so you don't lose any more potential business.
December 16, 2012
Rated 2 out of 5 by Socrates Pretentious, even for a W
I will disclaim that I am not the biggest fan of the W chain in general, but this W reminded me of Biff's casino in Back to the Future II.
The lobby resembles a tinfoil fitness centre helpdesk, while the corridors leading to the rooms are so dark that guests may be well advised to carry a torch to be able to see the inelegant plastic doors leading to their rooms.
The rooms themselves have a futuristic twist reminiscent of Wong Kar Wai's 2046 train ride and the bathroom is conveniently located in the middle of the room for maximum privacy.
The staff seemed quite pleased with themselves, perhaps too much to welcome the guests with due courtesy.
I only stayed for one night and I was very glad to get out of the casino frequented a flashy, hungover mob.
December 15, 2011
Rated 4 out of 5 by onishi 乾燥している
December 6, 2013
Rated 3 out of 5 by Dalwhinnie25 Hotel staff a disappointment
The W London Leicester Square is a great hotel. However, I had two negative experiences with the hotel staff that took away from the experience. Firstly, upon arrival at the hotel, I was told that I had been upgraded to a nicer room but that the room was not yet ready. Waiting for the room to be ready wasn't the problem. When the front desk staff came to get me, the room they were going to put me in initially was no longer available. I asked what happened and was simply told that the room had been booked unexpectedly.
The other incident happened during checkout. The night before check out, I had asked the front desk staff if they would help me make arrangements to ship an expensive bottle of alcohol that I had been been given that day as a gift (I knew I would not be able to bring the bottle in my airplane carry-on and I didn't want to risk putting it in checked baggage in the event it might be broken). The person I spoke to said they would make the arrangements in the morning. As I was leaving my room that morning to check out, I found a note under my door from that individual saying he was wrong and the hotel would not ship the bottle for me (it did not elaborate as to why). At the front desk, I spoke to the individual and he apologized for the misunderstanding but said there was nothing he could do. Needing to leave for the airport, my options were obviously limited. As I left for the airport, he indicated he would keep and enjoy the bottle since I would not be taking it with me.
December 6, 2013