Arrived at 2.45pm to be told our room wouldn’t be ready til 4pm as that’s check in time, fair enough but we stayed in many 5 star hotels in London around the world and always managed to check in earlier, 4pm is ridiculous I believe they do this as they tell you to wait in the bar & then you buy drinks in the bar whilst you wait !
They take our luggage and put our suit carriers in a nearby cupboard & tell us that they will be taken to our room when ready.
Fast forward to 4pm we check in to room 37, £400 a night - room is nice but impractical, dark & small - with slip bath & funky tap with water running from the ceiling.
NO tea/coffee making facilities
NO mini fridge
NO windows
NO actual drawers or real type of wardrobe to hang out clothes !!
NO actual place to get ready and our bed was right by the door so we could hear everyone traipsing past our door.
They had NOT delivered all our luggage to our room & we were left to track down my husbands suit jacket in a carrier, that’s just the start of it ….
Next husband birthday dinner which was so disappointing, the service was beyond APPALLING our waitress wasn't very good & didn’t have any waitressing skills we were given a table for two on the end that felt like a corridor with hubbys chair being continuously knocked & full of people with vouchers ?!!! it took 30 mins for her to remember our bottle of water & bread ! She seemed to forget everything!!! forgot my husbands starter too of cold duck which took over 35 mins to come for a cold dish that just needed plating up !! She tried to tell us it needed to be cooked fresh but it was a cold dish !!! She literally forgot our table all together, NO stand for champagne bucket so had to keep trying to get hold of a waiter for them to refill as there was NO room on the table to keep it there so champagne got took away ! continuously trying to flag down a waiter to refill your glass is annoying & definitely not 5 star service at all plus they all ignore you !!!! And then after an hour I’m told our mains will be coming out shortly and we received hot plates ready some 15 minutes later still NO food has come out and our hot plates are COLD At this point I’m sick of listening to the waitress say sorry for getting everything wrong. She tells me it’s her mistake and she got it wrong !!! How can you get that wrong ?! Either the foods ready or it’s not ?!!! Anyway after 1 hour and 20 mins our food finally arrives. The food is good (tomahawk steak & lobster to share )but the night is ruined and my husband whose birthdays meal this is has gone back to the room. What was supposed to be a luxury stress free meal just wasn’t & quite probably the worse service I have ever received, staff clearly don’t want to be there! And if you are understaffed don’t take people with vouchers & look after guests first.
Lots of tables around us weirdly had vouchers or groupon which is bizarre NO 5 star restaurant in the land does vouchers !!!! That really should tell you all you need to know & bizarrely these tables had food when we FULL PRICE PAYING HOTEL GUESTS did not !!!!!
Service is NOT that of a 5 star hotel it is lacking in lots of areas and at best should be a 3 star hotel. We spent approx £800 here but could have gone to London and got a better experience.
The bill was discounted for our inconvenience & service charge removed which was appreciated but really wasn’t the point I just wanted my husband to have a great birthday experience & it just wasn’t !!!
DO NOT STAY HERE