What People are saying
Bhagzee on 21/11/2017 08:36
Great location, but staffing issues are apparent. Too busy to cope with no of guests. The lifts had huge queues, resturant service awful. Bathrooms outdated needs to be brought into 21st century. Will not be returning!
regular return to good value hotel
Terencegas on 20/11/2017 18:14
excellent friendly staff and good location for most London attractions, good value. Close to Tube station and range of local shops and restaurants good. Club rooms entitle use of club lounge which is great, with snacks and drinks in early evening included.
julierD4421DO on 20/11/2017 15:54
Beds were two angles joined so the seem was altitude lumpy. The noise of a to next door during the night was slightly irritating but eventually went off around 3.00 am. Breakfast queue was too long so gave up on breakfast
Reception staff is not helpful
youthapoomc on 20/11/2017 12:54
Reception staff is not helpful. We have a bad experience when we checked-in.The service mind should be urgently improved. However, the room is clean and the location is good. The doorman is supportive.
Not a great start, middle or end.
Cartoon2 on 20/11/2017 12:48
Booked early September for a special trip to London for me, my partner and two special friends. Booked two Club rooms and car park spaces.
Originally tried booking using my membership online. However, there was an issue with the website and it kept stating error. Therefore, called Hotel direct and spoke to reservation to explain. Was told that there had been issues with the website all that week and they would take my booking direct, which they did. An hour later I received a call from the lady that took my booking to explain that she had noticed afterwards that I now have four rooms booked so the website booking had gone through even though it said error. She confirmed that she would arrange a refund for two rooms but may take one month for this to happen. It did!
Anyway day came and my partner and I were travelling separately from our friends. They messaged me stating that it wasn’t until 4:30pm that their room became available (even though check in is clearly stated on all correspondence that rooms are available from 3pm).
Got to Hotel car park and after waiting 5 minutes for someone to leave, finally took the last car park space left. I thought this wasn’t a good start considering I pre booked and paid for a space.
My partner and I arrived at 5:30pm and the receptionist took my name, looked at his computer and immediately left the desk and walked into a back room. Came back and looked at his computer screen again. I asked the question whether it was easier and quicker to walk to the Royal Albert Hall or get a taxi. His answer was simple “depends when you want to get there”. I replied as simply “we want to shower change and arrive there for 6:30”. His reply “taxi”. I thought that The Hotels customer service training may need to be looked at, at that stage. I asked whether there was a taxi rank or could they book a taxi for four people. I wasn’t surprised that the response was “there should be a taxi rank out there”. I gave up on any further help on this matter and was anxious to get to my room to get ready.
“Okay, we have a problem. There are no Club rooms available” was his next message to me. What?!!! I expressed my disappointed stating that I had booked two Club rooms over 2 months previously and that is what I wanted. “I’ll give you a normal room and you can get changed. When you get back from your night I’ll get a Club room ready or you can speak to my Manager”, he obviously wasn’t happy in his job but I thought okay he was trying to find a solution.
I agreed to take a basic room so we could get ready (in 15 minutes at this stage) and I asked what would he like us to do with our bags. I was told to leave them in the basic room and when we got back they would be in our Club room.
Got to our basic room on the 5th floor and that’s what it was. Basic but clean. Fastest shower and change I’ve ever done but I must admit part of the time constraint was our doing (getting to Hotel at 5:30pm).
We had a wonderful evening at the Royal Albert Hall and headed back to the Hotel. Upon arriving back I queued at reception and explained the issue I had upon checking in. The receptionist initially looked confused but then found our new room. He confirmed that our bags had been raked to the room already. I asked if the Club Lounge was still open but was told that the bar area is only open (okay it was after 10:30pm). I explained that we would need to check out Early the next morning and could he confirm that someone would be on the desk about 5:30am. He confirmed it would be him. I enquired about having a take away breakfast which he agreed to organise.
Walked into the bar area. Absolute bedlam! Three deep at the bar. Four very very flustered staff “serving” behind but two other female staff standing and laughing at the far end. Maybe they were doing table service but when you have customers clearly frustrated it’s not good to see two staff seemingly doing nothing. I asked other customers if they had been waiting long. 15 minutes and they were not happy. By the time I got to the bar itself one of the male staff was clearly struggling and kept saying “this is a (expletive) a joke”. When a female member of staff asked my order I asked who the bar manager was. She pointed out a young man who like his other staff looked flustered. He looked over and I suggested that he took a breath and re grouped. I felt for the staff as I’m sure that him and his team must have heard far far worse comments that evening than mine. The bar manager took over my order and upon giving me my last drink he said that the card reader wasn’t working and for me to sit down and he’d arrange payment later. I agreed to pay cash but he insisted that I went to my table and “don’t worry it’s okay”. A nice gesture on his part I thought.
Got to our room at 11pm. Bags there. Undressed, showered and unpacked the necessary things for the night and next morning. Although on the 11th floor there was no peace. It wasn’t any traffic noice that was the issue. It was what I could only describe as an industrial washing machine going all night. Needless to say I was ready by 5:30am to leave.
Upon checking out after a short wait at reception I was helped by the same man who had helped me on my return from our night out. He had remember the take away breakfast and handed me it. I really wanted to ask as there was two of us that had stayed in the room why only one breakfast was given. But I was too exhausted.
So to summarise a very long review. Not a great start, middle or end our stay at this Hotel. Would I stay again? No.