"Location is fantastic right outside Hyde Park, nearby Underground stations make it super easy to get around. We stayed on the 7th floor for three nights in a room that was absolutely tiny and would only suit 2 people for one night. There was no room to unpack our bags, desk was tiny and cluttered. Bed was comfortable and room was nicely serviced each day. Bathroom and shower decent but shower door was tiny, hard not to flood the bathroom when taking a shower. Most shocking was the full on hole in the window in the actual glass itself. Air-con in the room was great and was left on before we arrived. Room and public areas were clean and well kept. No noise during day or night.
Service was severely lacking. Two lovely girls at the check in desk the day we arrived. Breakfast staff were also very pleasant and breakfast was decent full buffet. There was a lady however on our second evening complaining about her room at the front desk and the receptionist couldn’t have seemed to care less. The hotel has no reservations department and their signs to match prices on their website is clearly a lie as I found a rate £200 cheaper on Trivago and there was no effort made for me to cancel and rebook directly.
My sunglasses were stolen in the hotel lobby and I brought it up to three separate receptionists on different occasions and the concierge and there was zero concern made. The concierge actually told me to go and check my own room again when I knew full well I had left them in the lobby and exactly what chair they were left on. I had left them down in a fluster after waiting 15 minutes for my luggage which couldn’t be retrieved and we had to be brought to the basement to pick out our own luggage. At no point did any of the staff offer to take my details or even room number when I brought up my missing sunglasses which was super concerning… This whole situation is the reason I’d give the place only one star. My sunglasses were a gift to me and expensive, and the complete lack of concern was so disappointing.
At another point the England match was on and we went to the bar early enough around 8.30pm and they had no wine except Chardonnay. No Coca Cola or Pepsi, and one of the staff members was sat in front of the bar watching the match on the TV.. not the most professional.
As for value, I’m glad I booked via an OTA and didn’t pay full price for this hotel as I would have severely regretted it. Overall I would save your money and book any other hotel in the area. Not surprised this group is selling up their properties to larger groups as hospitality and guest satisfaction is definitely not their priority."
