Rated 5 out of 5 by Globetrotter88 Centrally located and very well appointed.
A great hotel with good food, friendly service, comfortable rooms and a great gym all in the heart of central london. Did I mention the pool in the basement.
July 11, 2016
Rated 1 out of 5 by Dissatisfied101 Don't Stay at this Hotel
Where to start ..... 1) the room was really horrible with old dilapidated furniture only fit for a junk yard, with the exception of the bed which was fine. The paint and bathroom were run down with marks and chips everywhere. Having booked and paid for a superior room, I was bitterly disappointed. I was actually told by 2 members of staff that this was one of the better rooms. If that is true, some rooms must be truly appalling. 2) although there was a kettle, there was no surface near a plug where one could safely make a cup of tea. It is so bad that I was considering filing a health and safety report. I got the duty manager, Thomas, to come to the room to verify this. The explanation given was that there should have been an extension cable on the desk which was missing. This seemed strange as I was kept waiting for the room after the official 3pm check in time and was told that although the room had been cleaned, it first needed to be checked by housekeeping to ensure that everything was in order. So either the housekeeping check was not done properly or I was not given the real reason for the late check-in. 3) was the club lounge where the only breakfast "plates" available were just slightly bigger than a saucer. It was impossible to cut fruit properly or enjoy a normal breakfast. When I asked for a normal plate, I was told that regular plates were not available and I was expected to eat from this saucer! This is just cheap and nasty and not what one expects from a good hotel. When I insisted, the staff did go to the restaurant but it took so long that I had finished breakfast before it arrived. The duty manager promised to fix this for the next day but, of course, this did not happen and the next day I encountered the same issue. 4) According to the room service menu, in-room dining is available until 11pm. So before this deadline I phoned to place my order. I was kept on hold for ages until it was the after 11pm. At this stage they eventually picked up the call and informed me that I was too late and could now only have the night menu. I asked to speak to the duty manager but he didn’t phone back. After about 40 mins, I again phoned and attempted to contact the duty manager. Although I was told that the message was passed to him, he again did not return my call. On the third attempt I stated that I was going to raise a complaint. The duty manager, called Milan, then phoned me back. He offered no explanation, just said that he would look into it and again I heard nothing back from him or any other member of staff. Again poor to zero service. 5) I actually did order something from the night menu. I had been working at the very small desk and still had my computer and files there. When room service arrived, there was no other surface to eat from. The server actually suggested that he would put the tray on the bed!!! There was a dingy sofa but no coffee table beside it to put a tray. Now the hotel must know this, so why don’t they send a table with room service to rooms that don’t have sufficient furniture. A superior room, really !!!!!!!
I could go on but what is the point. I know I shall receive the typical bland, meaningless reply saying that they were very sorry for the problems I encountered, this was unusual and in future… blah, blah blah. This is an awful hotel that only survives because of its location.
July 9, 2016
Rated 3 out of 5 by HadiF Friendly staff but average hotel
Staff friendly and responsive.
Some rooms such as the one I had could have a lot of noise around it be it from connecting rooms or hotel staff making noise around room in the morning.
Hotel did not honor my upgrade request although upgraded rooms were available online. I did not even get an upgraded room although I'm a platinum - I was given the usual excuse that hotel is fully booked.
I was not allowed the 24hr service although again this is a platinum benefit...
Overall, for the points spent, I would recommend trying another hotel.
Hotel two top advantages are location and friendly staff (especially Mr. Azad at front desk).
July 8, 2016
Rated 3 out of 5 by jjphillips Not a 5-star
Positives: Location is excellent. Internet access had strong signal and plenty of bandwidth.
Cons:Hmm...where to start....
- No cold water in the bathroom sink. Cold tap didn't do anything. Hard to get a glass of water...
- Toilet took 4-5 flushes before it would even start the flush cycle. This happened every time I tried to flush.
- Shower curtain had (on the inside) what I choose to believe is rust (and not blood). Mind you, the curtain doesn't go anywhere near anything rusty or metal.
- Check-in staff was busy playing tour guide for a couple, delaying check-in by 15 minutes, instead of letting the concierge do that work, who was standing idle at his desk.
- No speedy check-in for gold members.
As a Starwood gold member, and someone who has stayed 10-15 times in London, I'd say this is a poor value for the money - can get the same quality at another hotel for about 1/2 the price.
July 8, 2016
Rated 5 out of 5 by 500NightsLifetime Hospitality
Staff are ultimately required to make it all work. When you are selling hospitality and the workers get it...nothing but 5 stars. This hotel has improved tremendously over the years. Congratulations. Once again, the experience was warm and inviting.
July 2, 2016
Rated 3 out of 5 by fbaraan Not happy
My reservation included two complementary pressing. However, this was not acknowledged by the staff and I had to provide them with a copy of my reservation and make calls. I am still working on it. It is very discouraging that the hotel does not honor their rates and I have to go out of my way to get refund. Not recommending this hotel for this.
July 1, 2016
Rated 2 out of 5 by Reallyreallyreally Horrible service
Was surprised to find such an inattentive staff! The concierge was rude at best and Check-in was a nightmare. The executive suite we had was okay but the lack of temperature control and poor plumbing facilites (Toilet didn't flush and almost impossible to stand in the shower) detracted quite a bit.
The mezzanine was the savior with great coffee(when machine functioned). This is not what I expected as a Starwood preferred client.
June 27, 2016
Rated 5 out of 5 by SamW89 A good hotel overall
This is my second time staying in this hotel. Got upgraded to a club room this time, however the room is not very large still. But the deco and the view from the room is much better than last time's room. A little bit disappointed that the upgraded club room didn't come with breakfast.
The hotel has great location, very close to subway station and soho area.
June 27, 2016