The Royal Horseguards

We had a lovely stay at RHH. The staff were very attentive and the room was lovely. The food was also excellent

I would highly recommend. I would love to return to London and would definitely stay here again. Thank you for the top notch experience!

Below is my complaint to the hotel that describes our experience. The photos are of damaged furniture in out room that was a small concern, but below expectations this hotel sets for itself.. Greetings, What turns a five-star experience into a three-star experience? How a guest is treated. My wife and I stayed at your property as part of our 25th wedding anniversary trip to England. The property itself is absolutely wonderful, and, under different circumstances, we would have looked forward to booking again for our trip next year and recommending it to friends. Sadly, after our experience, I hesitate to do either. I booked and paid for a river-view room months in advance as a surprise for my wife, as she particularly enjoys seeing the riverbank at night. This stay was the capstone of our 25th anniversary trip, after touring England the previous two weeks. My wife was taken to our room while I returned our rental car to Gatwick. When I returned, I was extremely disappointed to discover that we did not have a river view. In fact, we had no view at all—only trees. I was told that evening that a higher floor room with a view would be available the following day and that we could be moved. I was asked to return in the morning to speak with a manager to arrange this. When I did so, no manager was available, and we were put off until the afternoon. We interrupted our sightseeing that afternoon to return to the hotel and speak with a manager. Again, no manager was available. The desk staff told us that perhaps a room would be available the following day. We again interrupted our schedule to return and discuss the matter, only to be put off once more. This continued for four consecutive days—twice a day on two of those days—until I finally conceded that we simply were not going to receive the room I had booked and paid for in advance. I eventually spoke with a manager (white male, slim build, 40s, short light-brown hair) who was extremely rude and dismissive. He told me that all of his superiors were on holiday and that he was the final word on the matter. Throughout the interaction, his demeanor was flippant and even argumentative. He made statements such as, “Well, it’s summer. In the winter, there are no leaves on the trees and one can see the river.” He then followed that with, “It does actually face the river, even if you can’t see it. So, technically, it IS a river view.” Those comments were not only unhelpful; I found them genuinely insulting. When I pointed out that I had repeatedly been told that a higher room would become available, he responded, “Well, other guests have checked in since then. I can’t ask them to move.”  At that point, we felt like second-class guests at what is supposed to be a first-class hotel. The other friendly members of the front-desk staff appeared visibly embarrassed by the interaction, and I cannot blame them. At the conclusion of this exchange, the manager offered me a refund of £50 per night—the difference between the river-view and garden-view room categories. While I appreciated this was at least an acknowledgment that we had not received what we booked, it did not address the larger issue. If you purchase a car with leather seats and are given cloth seats instead, a coth seat discount is little consolation. Likewise, the monetary difference between the two room categories did not restore the anniversary experience I had deliberately planned as a surprise for my wife. As a modest guest-recovery gesture, I requested a complimentary breakfast buffet. I explained that this would be an insignificant cost to the hotel and might at least help offset some of our disappointment. The manager refused even this token gesture and told me that I was trying to take advantage of him. He specifically pointed out that “even scrambled eggs cost the hotel money.” I found that response bordering on offensive. Unfortunately, I still feel that we were left far from whole as a result of this experience. The property itself and most of the staff deserve five-star consideration. The handling of this situation, however, turned what should have been a five-star stay into a three-star experience, at best. If you stay here and everything goes right, you should love it. But if a problem arises, don't be surprised when you are treated more like a trespasser than a valued guest. I l

Crusty over sized towels, ac controlled by hotel, no window, handicap room bath had no shower threshold so it flooded the whole bathroom making it difficult to dress.

We greatly enjoyed our time at The Royal Horseguards Hotel last month. We were warmly greeted by Pervez who made us feel at home instantly and was always there to help us when we walked through the hotel lobby. Milion was fantastic as well and gave us an impromptu tour of the National Liberal Club next door to the hotel which was very interesting to us. The location was perfect as it was right in the heart of London with easy walking to Covent Garden, The National Gallery, The National Portrait Gallery, The London Eye and Aquarium, The Winston Churchill Museum, and the tube station, as well as longer walks to The Tate Britain and Buckingham Palace. Our room looked out on the London Eye which was lovely to see lit up at night, and we greatly enjoyed having pre-museum drinks on the Terrace outside. Thanks to all who made our stay at The Royal Horseguards Hotel so special! We will be back!