Rated 1 out of 5 by BellaM Big disappointment
Having twice stayed at the W Maldives we didn't hesitate to book the W Leicester Square for a preciously rare night in London. A room reeking of cigarette smoke met our arrival and was followed by a long wait for our luggage to arrive. I felt we were an inconvenience to the staff rather than a guest at an expensive hotel. Breakfast was lukewarm, the coffee dreadful. We were happy to leave. I emailed customer service with my feedback, but have had no reply. Our planned trip to the W Koh Samui is now unlikely. Such a shame.
December 11, 2014
Rated 3 out of 5 by London098765 Service needs refinement
This was my first stay at the W Leicester Square and overall, I was quite disappointed. I like the concept but I found that the service delivery was not well executed. I had to call 3 times for a replacement iron. Between 10:00 am - 12:00 noon, I received 2 phonecalls and 3 knocks on the door to ask when I would be checking out even though I was confirmed for a 13:00 checkout.
One very positive standout was the doorman (Stefan). Very welcoming and helpful on arrival and assisted with my check-in all the way through.
November 13, 2014
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 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 notreality Dirty room...loud
my room was not ready even though I requested early check-in. 5 hours later.. room was ready.. and still dirty...
overall LOUD hotel, not for business travelers.. no desk in room to work, lights were complicated to even turn off and on
November 17, 2014
Rated 3 out of 5 by Yukhtmakher Power outage
During the stay the hotel experienced a power outage from 5am till 10-11am. As a result of which i was not able to take shower, charge my gadgets (laptop and cell phone), use internet, have breakfast in the hotel - which means literally no services that i would have expected from a normal hotel (not even 5 star).
Moreover i was most disappointed by the fact that while checking out noone offered any sort of compensation for that (eg extra nights for the next stay at W or reduction of room rate) and when i asked about this myself the answer was negative.
I'm still sure in such circumstances significant compensation must be offered and then it's a business of a hotel to negotiate any further compensation with power company.
December 4, 2014
Rated 1 out of 5 by MA2013 I would not recommend this hotel I was visiting London forBusiness I was unable to sleep due to the lound music in the lounge
I would not recommend this hotel
I was Visiting for BUsiness and was not able to get a good night's sleep
The Music from the Lounge could be heard in my room
I was on the second floor over the Lounge
December 9, 2014