Park Plaza London Riverbank

Sadly, our stay at Park Plaza London Riverbank was extremely disappointing. The cleanliness of our room was unacceptable. There were numerous hairs left in the shower, which raised serious concerns about whether the bathroom had actually been cleaned properly before we arrived. We also had a ripped bedsheet, and the floor/carpet was dirty and had clearly not been properly hoovered. We had also paid for breakfast to be delivered to our room on both mornings, yet we did not receive the breakfasts we had paid for as expected. What I find particularly frustrating is the way the hotel has dealt with this since. I have contacted them numerous times with an official complaint, asking for an explanation as to how a room could have been presented to guests in this condition. Instead of actually addressing my concerns, the response has essentially been “thank you for your feedback.” This is not simply feedback – it is a formal complaint about the cleanliness and service we experienced. I have photographic evidence of the hairs in the shower and the condition of the room, yet I still have not received a satisfactory explanation as to how this was allowed to happen. For the amount we paid over £1700 for 2 nights and the standard you would expect from a Park Plaza hotel, both the stay itself and the subsequent handling of my complaint have been extremely disappointing. I would not recommend Park Plaza London Riverbank and would not stay here again.

Only good things to say about this hotel. Great location across the Thames from the Palace of Westminster. We were met by a friendly concierge and checked in by Erik who was helpful and efficient. Room was spotless clean and housekeeper (didn't get her name but we stayed 10th-12th August in room 303) was very friendly and helpful. Leisure facilities great and breakfast delicious. Highly recommend and would stay again

Extremely unprofessional and unresponsive staff.

Lovely hotel and friendly staff, however the obnoxious smell they pump through out the lobby is so bad!! The perfume, too strong, I can taste it! Would make me not want to go back there just for the smell in the lobby.

We stayed for 3 nights with our toddler. There were some nice touches — the hotel provided a crib and kindly sent a birthday cake for my birthday. Unfortunately, the overall experience was very disappointing. Our room wasn’t cleaned on day 2. On day 3, we left the “Make My Room” sign on the door and were out for around 7 hours, yet the room still wasn’t cleaned. We returned to a warm room with broken AC, a smell of rubbish, no toilet rolls and used plates still in the room. When I called reception, housekeeping initially only brought towels and toilet rolls. I was then told they couldn’t clean the room unless we left, despite me being pregnant and travelling with a toddler after already being out all day. Being told to “go anywhere” was extremely unprofessional. The AC was eventually looked at but continued switching off throughout the night. What made matters worse was the manager suggesting that our “Make My Room” sign must not have been on and saying they would check the following day. This made my husband feel as though he was being accused of lying rather than having his complaint taken seriously. Mistakes happen, but the way they are handled matters. Unfortunately, the housekeeping and customer service fell well below what we expected from a hotel of this standard. The birthday cake and crib were appreciated, but they unfortunately don’t outweigh the overall experience.