The Clermont London Victoria

"I booked this hotel by mistake, thinking I was booking The Clermont at Charing Cross. I realised within three to five minutes and called the hotel immediately, but they were absolutely unwilling to let me cancel because the rate was non-refundable — even though I asked within minutes of booking. The room was old, with dirty carpets and a tired, somewhat decrepit feel — well below what you would expect from a four-star hotel. The hotel is a convoluted combination of old buildings. No one at the front desk offered to show us to our room or explain the route. We took the lift to our floor and wandered around until a housekeeper explained that we had to go down a floor, walk along a corridor, change lifts, go up a floor and walk down another corridor. We could not believe that staff who know this layout did not offer any help on arrival. The front desk was staffed by a single person who seemed to have little or no training. When we checked out, we wanted to raise several issues, but after waiting with no one available we simply dropped our key cards in the box and left. One night, a loud false fire alarm at 4am woke the whole hotel. We had to walk down the stairs and find our way outside, where hundreds of guests waited in the cold in pyjamas and robes. The fire brigade arrived and after 20–30 minutes we were allowed back in. There was no apology, no discount, no complimentary drink — nothing. When we left, we asked for help getting a taxi with all our luggage. The doorman did not move and did not offer any help at all. In summary, I would avoid this hotel. We also stayed at The Clermont, Charing Cross on a later leg of our trip, and it was a completely different experience."

"Myself and my daughter booked to stay at the Clermont it was a treat for her upcoming birthday on Nov 3rd. Firstly let me say how magnifcent the building looks both inside and outside its stunning. I would also like to say how wonderful your staff were, the young lady who checked us in was so friendly and welcoming especially taking the time to talk to my dsughter it was so sweet. The ease of finding our room around your hotel was fun we enjoyed walking around the hotel. The rooms were wonderful very clean and the beds were lovley. We also loved the nesspresso machine its a wonderful added bonus. We really just loved your hotel its an amazing place to stay with such grand features we would one day love to come back and stay again may i also say the location was also excellent and very easy to get to all the main attractions in London. Thankyou so much for having us :)"

"Had an amazing afternoon tea at the Claremont before going to see Wicked at the Apollo Theatre. The staff Mohammed, Gemma and Ikenna made the experience 5 star with fantastic service and a friendly atmosphere. The sandwiches, scones and cakes were a perfect start to the afternoon before the theatre."