This hotel presents a mixed picture with excellent location near Hyde Park and Lancaster Gate station, but significant concerns prevent a confident recommendation. While recent reviews show improved service quality, recurring issues include extremely small rooms (16% complaint rate), inconsistent staff professionalism, and concerning billing practices including unauthorized charges. The hotel appears to be addressing some service issues, but the fundamental space constraints and occasional operational problems may disappoint guests expecting true 5-star standards for the premium price point.
🚩 Red Flags
“They charged me 280 pounds and I informed them about it and contacted the hotel manager Mr. Amir and informed him but to no avail and he tells me to wait after ten days and I have been waiting for two months and the amount has not been returned to me”
“I was surprised that sums of money were withdrawn even though I paid the full amount last night can you explain that to me?”
“They took a deposit of 600 pounds from me and did not return the same amount, missing 300 pounds”
“They took some of the reserved amount to support their employees and I know they told me the full amount will be returned”
“They withdrew money from my bank card without my knowledge and without justification”
“One day i forgot my visa card in the room and now that i am back home i am receiving messages from my bank that someone is trying to use it in London. I am sure it's the housekeeper”
“They did not return the insurance”
“Also they add service surcharges at the end of the stay on top of what you've paid”
“Room was small”
“I booked a double room which was TINY for a supposedly 5 star hotel”
“The room felt like an oven due to the high temperature, and the ventilation was so poor that it was almost suffocating”
“Room size is extremely small to an extend where I pumped my arm and head several times in the room ,and there's no space to place your luggage”
“the rooms are small. You can barely walk around”
“We had a classic room and it was the smallest room that we stayed in”
“The normal rooms are tiny”
“The rooms are very, very, very small”
“The room was smaller than a premier Inn”
“The room lacks space for luggage. Especially for international travelers like us, who usually have two suitcases, there is no proper place to put them”
“Horrible night around 11:50 PM the fire/emergency alarm went off twice, we had to evacuate urgently via the stairs from the 11th floor with an emergency exit on the London road with my 2-year-old child and my 3-month pregnant wife barefoot”
“Fire alarm went off for a few seconds at 6.30am waking everyone up and no apology given”
“At 1.15 am when the fire alarm went off and nobody from staff came to floors to say all fine just someone smoking, people were need coming down to know this”
“In the morning there was no hot water which took over 24 hours to fix. we were informed only 2 maintenance people we're working on the issue”
“The power was off in the room … had to use my phone light to use the toilet. Guest services confirmed to me twice that someone will come in few minutes to fix it but it never happened until the next morning”
“Air conditioners are broken in the rooms and there are specific rooms for booking, all of them are bad”
“They had a problem with the TV system and it did not work. The shower hose is broken and it splashes from the other side”
“Some switches in the room does not work”
“No hot water. Air con was not working and temperature outside was -1”
“Yet again, the air conditioning was turned off overnight, making this room and entire hotel totally unacceptable”
“The staff were rude, unprofessional, and appeared untrained, which only added to the overall frustration”
“So rude!! Went to the bar at 3pm in the afternoon, it wasn't very busy. Asked if it was table service and assured it was. Sat down and was ignored for 15 minutes then heard other guests complain they'd waited over 40 minutes for drinks, the bar man said 'be patient!'”
“Staff behavior is very bad this time and this is the third time I stay but this time the behavior is different and the service is very bad”
“Front office staff unhelpful with family emergency. No effort to try and help find a solution or show any empathy”
“Staff are not very friendly when I check in and most of them were very arrogant”
“The staff need to be more personable and applying a service charge for booking my own hotel puts a bad taste in your mouth at point of checkin”
“The personnel is not friendly and does not bother to explain basic information but does not forget to offer paid services like breakfast, hotel restaurant etc”
“Reception staff is asking many questions that aren't of their business”
“Some staff are rude. Manager supports rude staff”
“Bad service. From A to Z except at the check in the receptionist was very kind. Beside of it everything else not worth it the money”