The Royal Horseguards

Booked this on behalf of a group, we all had various moments of "well that sucked" throughout our stay so my one star rating is the result of no one having a great time and feeling the price paid / promises made on the site simply do not align with consistently subpar experiences. Part of our group arrived early. We all checked in with different staff; the woman who helped me was able to find a room that was ready before normal check-in time. Two others in our group said they asked as well, but were told there was nothing available. I told them to speak with the woman who help me and then magically, she found rooms that were available. What was the deal with the other staff not wanting to help? I had a solid experience before arrival arranging airport travel with concierge because we had a lot of luggage; they asked how many pieces and arranged for a large van (worked great.) Upon departure, I made the same request in-person with concierge. She kept smiling and nodding as I made sure to explain we have more than a normal amount of luggage, please get us a van like last time. Well, it didn't click because she ordered us a standard black cab. It wouldn't fit so she had to order us an additional taxi (ie: we had to pay for a second cab fare to the airport.) A trend of some staff being great and others who couldn't care less... Someone in our group left a package with concierge who confirmed they could ensure it gets handed off to a mail courier. It was already boxed, taped and labeled with pre-paid shipping. They never shipped it, claiming they couldn't locate the package when the courier arrived. Hundreds of dollars of materials simply lost. My room was generally nice, though located so far from the elevators, it was comical. Mini fridge had one bottle of water and every time I called and asked for more water, they'd always bring just one bottle. They never restocked the coffee area throughout our 5 night stay. I could not figure out how to use the shower without it leaking out of the glass door and making a huge mess on the floor. Ordered late-night room service, I was ok with them only offering sandwiches but it was akin to what you get at a gas station mart. Wilting, tasteless, prepackaged fare. Train noise was worse than expected, severity depends on which floor and side of hotel you're on. Pros: breakfast in their tea room was solid, as was the staff there. Doormen were always prompt and friendly. Building is architecturally interesting and well-located. But in case you can't tell, the cons far outweighed the pros in our experience and I would advise seeking accommodations elsewhere.

The Staff and Location are the key attributes to enjoying a memorable stay, faultless

Great location, excellent and friendly staff, room is good with comfy bed (even the trundle bed). very small shower, feels tight and I'm a small person. Only gripe is that 3pm check-in is really tough for those who arrive early in the morning and with no rooms ready until at least that time, we were so exhausted that we just slept in the lobby. And so did quite a few other people. It was like a lobby of zombies. many hotels have a late check-in, so it's not unique to this hotel, but I've never had to wait so long, often get a room earlier.

Great hotel for many reasons. Location is perfect, close enough to all the sights you can walk but it is away from the crowds. Service was absolutely wonderful, staff are very helpful for your every need. Highly recommended.

Definitely will return again. The service is excellent. Food is in good portion. The room is amazing with the famous London eye.