"We arrived Thursday for a one night stay as the hotel was close to the ROH and we were going that evening. A friendly welcome at reception. Not overly warm.
We were offered a glass of Gusbourne sparkling wine. Which was a nice touch.
We were early, so we asked if we could leave our luggage as we wanted to go shopping. This was arranged. The receptionist informed us that once our room was ready, our luggage would be taken to the room We left the hotel.
Got back around 4 pm and were given the keys to our room 914. It was saying we were informed that the luggage had not been taken to the room and it would be delivered shortly.!!!
First impression of both the hotel and the room was it’s very trendy by design not necessarily a good thing as we later found out.
The room was rectangular in shape with a bathroom to the left with a shower on the right, sinks in the middle and toilet on the left.
A smallish bedroom, but the redeeming feature for us was a small balcony with views over London
The first thing we noticed was there was no tea or coffee making facilities. No, why would they do this when they can get you to order it on roof service and charge you an exorbitant amount of money, a tray charge, and a service charge!!!
We decided to go down to the bar for a drink and while they inquired about dinner after the opera and further drinks back at the hotel.
We were informed that the hotel bar closes at 10pm however the rooftop bar stays open later, but we couldn’t use it as there was a Private function going on that night!
Therefore there was nowhere to get a drink after the opera but on room service. When we enquired about dining options again we were told at that time of night, we were looking at around about 1030, room service was our only option
After the opera, we got back to the hotel and contacted room service for a pot of tea for two and two glasses of champagne so we could enjoy the night Sky out on the terrace. A pot of tea was delivered with one cup, after stipulating we wanted two along with glasses of champagne.
The celebrations music and noise continued on the roof top bar till about 12:30 am - as we were on the ninth floor and the rooftop bar is on the 10th. The noise was quite intrusive. So an early night was not on the cards.
Upon closer inspection of the room, we found a long brown hair in the shower tray. Considering I am completely bold and my partner has short grey hair, we determined it was not one of ours.!!
The door handle to the toilet was broken on the outside with a very sharp piece of metal sticking out. The toilet roll holder was broken and tipped to one side. ,Not things you expect, for the amount that they are charging.
The room itself had lots of marks on the walls, as well as the furniture which again, considering the amount of money we paid for the room we were quite disappointed to find this
However, the biggest disappointment was breakfast. An absolute shambles and a disgrace. Yes, we were quickly greeted and seated and told that the service was a little bit slow today. Not that we were given a reason for this.!!!
We ordered our food and happened to notice that three tables to our left and right still had all the remnants of the prior diners breakfast. These tables continued to stay uncleared during most of our breakfast. The one on the left only being cleared when a lovely New Zealand couple were seated there.
To say the service was bad is an understatement. Firstly, our muesli and yoghurts arrived, but not our tea and coffee. We were informed there was only one person in today. Why that has anything to do with us or bearing on the service is beyond me. Get more staff, plan your service levels/ needs in advance. Lots of people standing outside the lifts wearing smart uniforms chatting why not get some of those to help?
Then just as we started to eat the muesli and yoghurts they turn up with the hot food. Which we sent back as we were not ready, making the comment, oh they’ll just keep that on the hot plate and serve it us later.l, which did. See the picture of hard scrambled eggs going grey.
In the evening before, having a drink in the bar, while waiting to go to the opera, we were accosted by the receptionist who with her semi poor understanding and command of English, was questioning whether I had prepaid the room or not and wanted me to go to my credit card statement to prove that I had. She would not take the fact that the booking was confirmed, and that I had, no, she insisted I find my actual credit card statement on my phone, take a picture and email it to her there and then while we were in the bar!!! Shortly afterwards she had the audacity to come back to me in the bar to say that she had not received the email and could I check it was sent. It made me feel like some kind of criminal and that I was trying to get away without paying for my room - I do not expect to be treated like that in such a hotel.
Based on our experience I would not recommend, nor would I ever stay in any hotel connected to this group if this is how you your guests. a hotel get more staff."
