The Stafford London

We travel extensively and are used to staying at excellent hotels. We visit London frequently and in June had an evening meal at the Michael Caine restaurant which I enjoyed and said I would like to return. My husband suggested it would be easier to stay at the Stafford for a couple of nights as we were eating there on the Friday evening - what a mistake that turned out to be !! We were celebrating our 40th Wedding Anniversary and following 3 weeks in Dubai we flew into London for our booked meal and a family party on the Saturday. I had email conversations early July prior to the booking concerning the accommodation, meal and anniversary. When it was recently announced in August that The Stafford had been served a winding up petition for unpaid debts to HMRC, I considered cancellation but was reliably informed it could not get to court befor my visit and thus there should be no issue of a last minute cancellation of my booking by the hotel - again what a mistake I didn’t cancel at that point !! We arrived at the hotel late afternoon on Friday and was shown to the room by the receptionist who supposedly advised us on room layout etc. I later went to the wardrobe to locate the fridge ( as specifically told) - only to find no fridge. Rang downstairs - receptionist went to enquire location of fridge and then informed me at opposite side of room. In fridge found minibar items - went to find price list to select a bottle of wine - no price list - didn’t bother with the wine . The meal was booked for 7.30 so naively left the room to go to the bar for pre drinks at 6.25. Had seven attempts at closing door but every time checked it was locked - it just opened. Finally able to leave we went to the bar, only to be faced with a long queue where everyone was discussing their booking for the bar. ( Every other hotel we have stayed that has a bar that requires pre booking has standardly notified us and detailed the relevant link - as we came to realise - this hotel doesn’t do admin / organisation). Realising we had a problem I went to Reception: advised by receptionist that I should have prebooked as previously advised - I again stated my point was I had not been told/advised - informed sorry and would see what she could do. Obviously no one can create a table that doesn’t exist and she duly returned to tell me no table available but they would find 2 seats at the bar. Although we sat there - I was obviously not going to order a bottle of champagne to celebrate our anniversary sat next to people eating pizza : drinking beers and talking loudly - not our idea of refined celebration! Consequently I celebrated my 40th anniversary with a Coca Cola looking and feeling positively out of place. The only positive of the evening - we enjoyed our meal in Michael Caine restaurant ( probably as it is not run by the Stafford Hotel!). We paid for a room plus breakfasts for 2 nights. Attended breakfast the following morning to be faced with queue. Staff milling around but ignored queue. Finally someone comes over and starts to take people to tables. We are told we need to wait for them to clear a table for us although there is an empty table for two facing us. Once again everyone disappears. On being shown to table offered juice and a drink and informed as we had chosen a rate that included breakfast we should order the Stafford breakfast which included option of one hot option, juice, tea/coffee, Viennoiserie,and toast. I asked could we please place an order as we had numerous things to do. Told someone else would come to us to take order. Gentleman later came to table to take our order. I requested the pancake option that came with hot blueberries, maple syrup and crème fraiche but asked to swap the crème fraiche for vanilla cream from the waffles. He twice repeated our order to us. He didn’t mention pastries, toast etc and thus we assumed they would just be delivered to us. When the pancakes arrived - the plate contained two “pancakes” - I say this as never seen or tasted “pancakes” like this - barely warm and had a stale cake consistency. Prior to tasting I stated I had ordered the blueberry pancakes to the server - he went away and returned with a small container that he said was blueberry sauce. I said I had also ordered the maple syrup and cream - went away and returned with maple syrup. I again then mentioned the cream. Went away again and finally returned with the cream. I then unfortunately tasted the first pancake. One part mouthful was enough to tell me how bad they were. I placed my cutlery on the plate and waited for someone to come to ask what was wrong. 3 staff members walked by me - all looked at my plate - not one of them either looked at me or came to speak. My husband ate half of his bacon and eggs roll and whilst this was happening the table at the side were being asked what hot option did they want, did they want light or dark toast, did they want pastries - completely different to our experience - obviously no standardisation of servers! As no one came over once my husband had finished eating - we decided to cut our losses and forget the rest of the breakfast and leave. On passing through reception so went to a receptionist and described the incident and our disappointment and the fact I had had no food - told sorry but not even asked our room number - couldn’t decide - not bothered? No procedures? Too used to complaints to react? Later start to shower and get ready for party and realise silk scarf slightly creased and need iron - again search room but none to be found. Ring down and told they will deliver one. We were running late - if there had been any kind of information in the room stating an iron could be obtained from Reception, I would have checked the clothing earlier as appreciate takes time to collect and get to room - just another example of no information provided to guests ! Finally on our way and when go past Reception, receptionist who I had complained about breakfast to came over to ask my room number. At the party many people asked where I was staying - my response - The Stafford - avoid at all costs!! On arriving back to our room there was a card and a bottle. The card apologising for the deficiencies at breakfast and stating they look forward to seeing us at breakfast the following morning. I went downstairs to again repeat to another receptionist the events of Friday/Saturday and informed him although we had paid for breakfasts we would rather go to another hotel to eat and pay again! On checking out the following morning ( having booked to go to the Goring for lunch where I know we will def be served excellent food with great service) - asked by another receptionist if we have enjoyed our stay. Advised him worst hotel stay ever and they had managed to ruin our 40th anniversary. He immediately said wait one moment and returned minutes later with the on duty manager. Once again we went through everything: culminating with he would file a report and management would contact me tomorrow on their return. Whether he believed that I don’t know but the worst thing you can do is tell a guest who has had an appalling stay, complained about service and organisation is that someone will contact them the following day but then dont bother. There are many great hotels in London - the Stafford in my opinion is certainly not one of them. My advice - save your money and avoid frustration / disappointment and book elsewhere !!

Returning to a favorite hotel we were disappointed to find chinks in the armor of the usually highest standards of service, location and staff professionalism - possibly an outcome of turnover of GMs following the departure of the long-term, esteemed Stuart Proctor. Specifically: the lack of information on the cause and implications of the recently filed orders for compulsory winding up of the hotel and its management company - the excruciatingly slow and disorganized breakfast service (where many tables remain dirty and unbussed, while guests wait to be seated) - failures of communication with the servers - servers not being aware of bar inventory (twice being told that the property did not stock an Amaro, only to be later shown a bottle of Amaro by a bar keep). Over many years we have been fortunate to experience the best of hospitality at The Stafford and sincerely hope that the chinks we find are outlayers, not indicative of the future.

We enjoyed many aspects of our stay, particularly the beautiful property and its lovely atmosphere. It is a truly attractive hotel, and we appreciated the care that has gone into creating such a beautiful setting. There were, however, a couple of issues that affected our overall experience. Our room was quite noisy at times, which made it difficult to fully relax and enjoy our stay. Don’t stay in the Carriage house.  The outside seating of the bar is directly in front of these rooms.  Although, we were told the patio would be closed at 9:00 PM such was not the case most nights. Also, early morning clean up of this area created a great deal of noise. Unfortunately, I also discovered that my diamond pendant was missing the first night of our visit during turn down service. I cannot say exactly what happened, but it was a very upsetting experience, and I would encourage the hotel to take a close look at guest security and the handling of valuables. The reporting of this upsetting and frankly unbelievable incident was met with little concern from the staff.  Management basically shifted all blame on me. Although there was a safe, I was unaware of turn down service so I did not feel it necessary to secure my belongings the first night.  Overall, this is a beautiful property with a great deal to offer.  For a hotel of this quality, I expected a much higher level of attention to guest comfort and security.

Love love this charming hotel. They welcomed us "home" and prepared champagne & tea in the room for our arrival. We had been traveling through Italy for 2 weeks in Venice, Lake Como & Portofino and The Stanford had the best breakfast. I highly recommend

We enjoyed an exceptional lunch at the Michelin-starred MICHAEL CAINES at The Stafford. The food was outstanding, with wonderful wines perfectly complementing each course. A special thank you to Sara Chicconi, whose warmth and hospitality made our visit unforgettable. Her personal tour of The Stafford’s historic wine cellar was a genuine privilege. Our sincere thanks to Sara and the entire team—we felt thoroughly spoiled and cannot wait to return.