First time visitor to this hotel. What a disappointment. A room I could nearly touch the walls, a bed a had to squeeze into, light switches pushed down behind the bed. A shower that dripped all night. Telephoned reception 5 times to ask for an iron - no answer even after letting it ring for 3 minutes. Ended up going to reception to ask, waiting again in a cue. The service staff are all very polite and friendly, especially the door men. However simply not enough to support the gust numbers. On checking out I shared my experience to be offered a take away coffee on my way out! There are more facilities and greater services at a Holiday Inn, avoid this hotel.

The room, bathroom and wardrobe were all very small. Fittings and furniture is old. The furniture (desk, bedside tables) in the room is awfully and weirdly mirrored on all surfaces. One day, went out at 9AM, put the "please make up room" sign on the door - came back 6 hours later - room not made up. Tried to explain to the staff but they barely speak English. The only good parts are the friendly doormen and the location.

On our arrival we were met by genuine smiles and pleasure and we were checked in by Justina. She was friendly and chatty throughout the process and even offered us an upgrade (that's never happened to us before so we were quite excited) and just made us feel as though we were her most important guests of the day! The room we were upgraded to, a twin room, was simply beautiful. The silk wallpaper was stunning (and if we had the money we'd be trying to decorate our own home like that because wow). A young man quickly arrived with our requested neck pillow and was sure to ask if we needed anything else before he left, a bright smile on his face the whole time. We then went down to have afternoon tea. Kalpi was our server and she could not have been more friendly and sweet. We really enjoyed the afternoon tea, and would like to thank the kitchen staff for accommodating our request that there be no smoked salmon sandwiches. The cucumber sandwiches were my favourite! And the carrot cake was divine. We couldn't finish everything so Kalpi kindly brought us two boxes and we took the rest home - they've been thoroughly enjoyed! We then went out to see the show we'd come to London to see - we were offered a taxi, but we were going to swing by the Queen's Gallery first so we declined. When we returned to the hotel after the show, we were greeted by everyone in reception and asked if the show had been good! We couldn't believe they all remembered that's what we were doing! The beds in our lovely little room were wonderfully comfortable and cosy and we had a really good night. No disturbing noises or discomfort. The blue light in the bathroom is a great idea by the way, so you don't have to turn on any lights and wake yourself up fully in the middle of the night! We'd added breakfast to our stay, so we came down the next morning and were greeted by every staff member we met. The English Grill is another gorgeous room - your interior design team seriously need some accolades because it's like wandering around in a stately home, but being allowed to sit! The breakfast spread was lovely. The coffee was delicious and we really enjoyed the food - Mum had pancakes and I had the rarebit. We also had fruit and yoghurt and we were pleased to see the inclusion of various nuts and seeds to add to this. Everyone was smiling and welcoming and looked so pleased to see us. Like we were old friends. When we checked out, Justina chatted to us about the show we'd been to see (the King and I) and we asked about having our luggage stored as we wouldn't be leaving London until later on. A young man quickly stepped forward to take our bags and boxes of cake and they were stored away and we were given a receipt for them. Again, we were offered a taxi, but using the tube and the buses is half the novelty of London so we declined. Even the doorman remembered us as we left and asked if the show had been good! When we picked our luggage up we were again made to feel like old friends and we left with huge smiles on our faces. I would like to thank every member of staff we met who made our stay so warm and welcoming. And who treated us like we were VIPs, when we so obviously weren't. We've never had such a pleasant time in London before this, and we left feeling like royalty. Thank you all for making our stay so special.

I had come to London on the afternoon of the 20th April to stay 2 nights , I was participating in this year's London marathon . The accommodation I had originally booked through a well known hotel booking platform, did not materialise . After 4 hours on the phone to their customer service without any progress I found myself in the lobby of the Rubens at the Palace hotel in Victoria desperately looking for somewhere to stay for at least the night . I sought help and advice from staff there. Fortunately they came to my aid , in particular Charlie Banks , the Rooms Division Manager who was absolutely brilliant . He was able to find me very comfortable rooms on the eve and the day of the London Marathon at very short notice and at reasonable rates . On my return to the hotel after completing the London Marathon I was also treated to a hero's welcome The service Charlie and other staff provided during my stay was excellent throughout. I could not recommend them more highly.

My hotel experience was so-so. The biggest issue was the room. The room that we booked was light and airy and called The Royal Mews king view. When we checked in we were told we were upgraded. The room we ended up with was extremely small and very red on the walls and dark. After trying to make it work we finally got tired of banging our elbows on the walls and asked for another room. While we were granted that request, it was annoying to have to pack up to move to a room we should have gotten from the start. In the staff the bell staff and doorman were amazing. Housekeeping did a great job. Our friends had the same issue with their room and nothing was done to help them.