The Royal Horseguards

Incredibly bad customer service . At check in receptionist took my id card and disappeared into the back office for a considerable amount of time with no explanation ,I was left just just standing there , luckily another member of staff came by and explained that their systems were down and check in needed to be done manually in the office . Room was freezing - I tried for 2 hrs to get it to warm up to no avail - I called reception desk for 1 hour continuously with no reply !! I Had to physically go down to the reception desk , only to be told they hadn’t heard the phone ringing !!! For 1 hour the phone kept ringing and no one heard it ??? Unbelievable!!! This is a beautiful hotel in a fantastic location but the customer service and the front desk reception staff are way below par !!! I will never recommend this place nor stay here ever again .What a disappointment.

Overall very enjoyable stay. Only criticism is the inappropriate music in the bar and Green Parlour.

Spent the weekend in room 830 and we are really disappointed with our stay. No hot water all weekend, various excuses from reception. A TV that didn’t work and kept switching itself off and a bar with inattentive staff. Really poor for a weekend we were looking forward to at what at the price should have been a great experience.

When checking in, the booking under my name said that it was a double room for a single person (which was completely wrong as it was meant to be for two persons). Additionally, we did not have any hot water in the morning and when talking to the staff at the front desk, they said they knew but did not inform us at all about it.. Went on a business trip to London and stayed in this hotel. The accommodation was okay along with the breakfast and meal. The reason for giving this hotel a one star is the shenanigans with the bookings: The hotel and breakfast was prepaid for and we were asked for a card to take a deposit in case anything happened in the room we were staying in (which was fair enough). However, upon returning home, it appeared that I had been charged £260 for the hotel room even though it was prepaid for. It looks like we had been double charged! Tried contacting the hotel to see why I had been charged and have not had a response since and after a few attempts, it appears that the number I had used to contact the hotel had been blocked and went straight through to voicemail.

We had a wonderful night away. The hotel is fantastically situated that we didn't need to catch a tube all day! The room was beautiful, the view was incredible, the bed was so comfy! Tea/coffee facilities, slippers, robes, complimentary mini fridge. The breakfast was the best I have ever had in any hotel ever. The staff were brilliant. Shout out to the doorman and the lovely young man on reception. Thank you so much for making our stay so special.