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 1 out of 5 by BWoods Very Disappointing
A trendy and noisy hotel in a superb location but lacking service, warmth and comfort. Great for a nights stay on the town in London.
The front door service on arrival was non existent, except for the 3 bouncers to the hotels nightclub/bar who don't handle bags. It turns out that the only entrance to the hotel for guests is also the same entrance as the nightclub and bar and the doof doof music at the hotel entrance sets the vibe for the rest of the hotel. To get to reception we had to drag our bags through the crowd of 19-23 year old clubbers and share a lift up to reception with them, we found that the doof doof music heard in the lobby is also played in the reception and on each accommodation floor and this is a Sunday night!
Minimal staff at reception and they cannot prioritise between guests and staff chit chats. Starwood status is not recognised and the normal room upgrades are not available at this hotel.
Rooms are clean and functional for a one night stay but beware, the toilet and shower are in closets and the sink is in the main room. So no privacy for changing. Water does not go away out of sink.
WARNING! Beware of the day porter/doorman staff touting for local private vehicles. They will tell you taxis are not available and instead direct you to private cars. I needed to go to Fortnum & Mason and hotel doorman arranged car and the price of 15 Pounds. I didn't realise it was only .4 of a mile until I reached the destination, I had been conned.
To make it worse on leaving the hotel after our 3 night stay, to go to the airport a private car service was arranged by our airline. Not the hotel. For some strange reason the hotel door staff tried to conn another guest to pay them to catch a lift in our private car. We said no once we realised what they were up to.
A very very disappointing Starwood and W experience. Over a 3 day stay we saw no-one resembling management staff and if they were there they are oblivious to the poor service or complicit with it.
September 9, 2014
Rated 4 out of 5 by Rob8091 Location
This W-hotel contains all W aspects. bud the best thing is that the hotel is right in the heart of London.
visit spice market (a marvellous restrant next to the hotel)
October 14, 2014
Rated 2 out of 5 by richierich99 Good location and nice staff, but really bad service / maintenance
I have stayed at a number of Starwood hotels (as a platinum member) but I was quite disappointed in my stay at the w Leicester square. There were a number of issues with my room:
- TV did not work in the main room. It kept asking for a code (had to get technician to come in to fix) and subsequently didn't work again but I was too tired to call down and wait for someone
- there was no electrical adaptor in the room (needed to call up)
- toilet had a 'stain' on the seat which I needed to clean
- sink did not drain properly but again, didn't want to waste time calling down
- 'premium' internet kept cutting in and out
Generally nice staff but the room was not well kept.
More importantly, I sent an email to the management team (twice) but never heard back.
October 8, 2014
Rated 5 out of 5 by TheWints The 'Marvelous' Expereince
In August 2014 I booked a room at the W Leicester Square, as a surprise for my wife my wife's birthday, but when she checked out the hotel reviews she was somewhat disappointed to read several comments suggesting the hotel was noisy, overrun with drunk visitors and low staff service levels.
I contacted the hotel and received an email from Jesicca Patman reassuring me she would place us in a quiet room and look after us during our stay. With some trepidation we arrived with our Miniature Schnauzer 'Star' to check in. On arrival at the SPG Check-In Desk we were asked to take a seat and shortly Jessica came and introduced herself. She was extremely pleasant and helpful, arranging a complementary drink for us while we waited for our room. On checking in we were informed we'd been upgraded from a Suite to a Marvellous Suite, very impressive, and found a birthday Cake and a bottle of Champagne in the room, which was a lovely touch.
We had some friends joining us for the evening and Jessica arranged for a reserved area for 15 people in the W Lounge, so when our guests arrived everything went smoothly and our names were left with the Concierge, as it was a Friday and that's "Party Night" at the W. The evening was excellent and Jessica had also put our names on the guest list for the WYLD Bar nightclub.
The next day Jessica was there to meet us on our return from shopping and sightseeing, and she has reserved a table for us at the Spice Market, where the atmosphere was great, the staff made us welcome and were very attentive.
Jessica was on hand the following afternoon to arrange theatre tickets for us to see the Bodyguard. These were Premium tickets in a perfect position, and we had a wonderful time. Jessica also arranged a table at Chitto Matte a Japanese/Peruvian fusion restaurant, where the GM Sam Sedecias greeted us on arrival and gave us VIP treatment. The food and experienced were excellent.
On our final night Jessica and the Concierge arrange a table for us at Coya, a Peruvian restaurant and Club situated in a grand building on Piccadilly. This was a really special experience and an outstanding recommendation.
Our stay finished and we left having had a tremendous experience, made all the better for the attentive staff. Jessica went beyond the standard and made us feel special the entire stay. She even arranged for a dog bed, food and dishes for our dog Star, who was made to feel as welcome as we were, by all the staff. In some cases he received even more attention than we did.
All in all faultless experience and we will definitely be back.
A big "Thank you" to all the staff at the W, especially to the exceptional Jessica Patman.
October 14, 2014
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 2 out of 5 by stevehkg Wonderful ? No so wonderful
If you expect this hotel is going to be a wonderful stay for your trip, you may want to think again. I stayed here few times and dont think I will stay here again anytime soon. As a SPG higher tier member, I never got my SPG upgrade benefits here, no matter full or quiet of this hotel. The room design is not for business travelers too as you definitely dont want to type your email and work your business matters over a sink or next to it. Whats more, I will never stay at a hotel which only give you ONE complimentary bottle water per day, a cheap plastic curtain/blind, and NO slippers that I have to walk barefoot in my room which is very dusty.
May 16, 2012