"We experienced our stay at ME London with mixed impressions.
First of all, the location is outstanding. Situated right in the heart of Covent Garden, it hardly gets more central. Numerous restaurants, shops, and major attractions are within walking distance. The proximity to the theatre and musical district makes the area especially vibrant in the evenings.
The hotel itself is architecturally impressive. The building, designed by Norman Foster, features a consistently modern and design-oriented concept that runs throughout the entire property. The rooms – if you choose the right category – are excellent. We stayed in a 30 m² room without a balcony on the sixth floor: spacious, very clean, and stylishly designed. Cleanliness throughout the hotel was impeccable.
Breakfast was very tasty, but somewhat limited in concept. Despite having breakfast included in our package, the à la carte offering was quite restricted (e.g. limited number of items per person). This is not in line with the standards we are used to from other 5-star hotels, including within the Melia group. Additionally, some components (e.g. parts of the English breakfast) seemed pre-prepared.
The biggest issue, however, was the service. Upon arrival, the check-in process already revealed organizational weaknesses. Despite having a confirmed upgrade in writing via email, no one at the reception seemed aware of it. Instead, we were initially told that no rooms were available and were offered a significantly more expensive suite (reduced from £2,500 to £2,000), even though our confirmed upgrade was only £79. After a prolonged discussion and about 30 minutes of waiting for the manager, we eventually received the originally confirmed room on the desired floor.
The turndown service was also inconsistent. On several days, no one came at the agreed time (7 pm), and in some cases not at all, or at inconvenient times such as midday or late at night.
At check-out, an additional “Accommodation Service Charge” of £14–17 per night was added, without any clear explanation. The reception staff were unable to properly clarify this charge. A resolution was promised only after departure. However, it should be noted that the refund of these charges was indeed processed later.
Overall, the service does not meet the expectations of a 5-star hotel. Organization and communication clearly need improvement. The only truly outstanding service we experienced was from the doorman, who was exceptionally attentive, helpful, and professional.
Conclusion: A beautifully designed hotel in a prime location, but with significant shortcomings in service. If the service improves, we would gladly return. Otherwise, there are many comparable alternatives nearby.
For reference, we have previously stayed at other Melia properties (including Zanzibar) as well as international 5-star hotels, for example in Dubai – and based on these experiences, there is clear room for improvement here."
