ME London

Booked for two nights at a cost of almost $1,200 and hotel completely refused to give any consideration to provide a refund when we got stuck in the US due to American Airlines cancelling our flight to London. We immediately notified the hotel the evening before arrival that we were not able to get to London until 2 days later. Because we booked a non-refundable rate just a few days earlier, they stated they were unwilling to offer any refund or even a voucher to rebook another date. While I understand the policy, this was completely out of our control and would have expected a bit of goodwill from a luxury property. Federico Mazzoni the Reservations Manager stated that he was unwilling to do make any exception from the policy regardless of the situation. Very disappointing customer service. We travel extensively and every other hotel chain we have dealt with has been willing to give some consideration to extenuating travel circumstances.

Beautiful hotel room with an incredibly nice staff. I would absolutely stay here again if I come back to London.

The place is very well located, does not matter if you need it for business or tourism. the place is modern and elegant you can go anywhere from here by train, boat, metro or even walking. Also there are very good restaurants near the hotel. the team is very supportive. i had some problems with my reservation and they help me to solve it without charging any additional fee.

The hotel lobby is nice and that’s really the best of it. The check in was ok, however requests were ignored,, rooms mediocre with padded white wall tiles.. Bathrooms and curtain clunky glass on rails. No lock on bathroom door, air con didn’t work. The location is great for central London easy walk to Covent Garden. The shower was super and the breakfast poor. I wouldn’t book it again. The one great thing was Daniel the night manager provided me excellent service.

Overall, we had a good stay, but inconsistent service—particularly around food and beverage—keeps me from giving an excellent rating. The hotel itself has a modern, clean look, and the initial service on arrival was very good. Our room was comfortable, though the beds were a bit on the firm side—still perfectly manageable. Room service was average. I’ve experienced both better and worse, so it fell somewhere in the middle. Breakfast, however, was the biggest disappointment. Although it’s included, the quality of the food wasn’t great, and the service was noticeably subpar. Breakfast is served in Luciano’s, but from what I understand, it’s not the Luciano’s staff running the morning service—and it shows. That said, dinner at Luciano’s was phenomenal, with excellent food and outstanding service. A completely different experience. We visited the Radio Bar twice. The first time, service was poor—our server disappeared for 30+ minutes at a time, and we had to flag down other staff just to get help. The second visit was much better, but we sat at the bar, which likely made the difference. The location is fantastic, especially if you enjoy West End shows. Just keep in mind that most places shut down around 11pm, with kitchens closing even earlier. A few bars nearby stay open later, and if you don’t mind a 10–15 minute walk, Chinatown is open late and has great food options. It’s worth noting that none of our issues were with the hotel staff themselves. All the problems we encountered were specifically with the service at the food and beverage outlets, including room service. In summary: a good stay overall, but the inconsistent service—particularly around dining—prevents me from giving the hotel an excellent rating.