Sunday London Paddington Hotel

"Centrally located in Paddington within walking distance to most tourist sites in London, on a quiet street. Courteous and friendly reception staff. Rooms are clean and well appointed. The hallways and stairs are badly worn. Decent breakfast served in the restaurant but the staff are aloof. There many options close to the hotel for breakfast."

"Great service, room and location! We where very pleased with our stay."

"One of my biggest frustrations with this stay started long before we arrived. When we booked our room in June, the hotel was part of the Montcalm Collection and operated as the Park Grand Paddington Court. At no point were we informed that the property had changed ownership or hotel groups. We only discovered this when we arrived to check in on October 1. We attempted to contact Montcalm for clarification but never received a response. For a hospitality brand with such a strong reputation, this lack of communication was extremely disappointing. Unfortunately, the experience did not improve once we arrived. While there was one front desk employee who was genuinely helpful and professional, much of the staff appeared inexperienced, and one employee in particular came across as condescending and dismissive. Customer service training would go a long way toward improving the guest experience. The room itself also had several maintenance and cleanliness issues. There was noticeable dust and debris behind the bed, the refrigerator did not keep items cold, the air conditioning never functioned properly, and the shower repeatedly backed up and overflowed during use. We reported the air conditioning and shower problems to the front desk, but no one ever came to inspect or address them during our stay. The one bright spot is the location. The hotel is conveniently situated within a short walk of Paddington Station, making it easy to get around London. There are also plenty of restaurants, pubs, and shops nearby, which made exploring the area enjoyable. Overall, the excellent location could not make up for the poor communication, lack of follow-through on reported issues, and inconsistent customer service. This stay fell well below expectations, and unfortunately, I would not choose to stay here again."