Conrad London St James

Nothing short of superb!! The location, cleanliness, service and attitude is spot on. A big special shout out to Maciej Lesiewicz who treated us like Royalty in the Pem restaurant. Nothing was too much trouble. Such a warm and welcoming residence. Truly deserves 5 star status. Classy, professional and articulate. Fully recommend; especially the private dining experiences. Food was wonderful

Exceeded my expectations for a recent work trip. staff were highly attentive, room was immaculate and up to date (The amazing bed linen!!!) and loved the byredo bathroom products. The breakfast in the morning was great and appreciated the evening turn down service. This hotel is far ahead of similar priced hotels such as the Renaissance St Pancras or Edition London!

Booked a last minute / same day reservation for 1 night. The purpose for our visit was due to wanting somewhere quiet/relaxing to escape to so that we could process some recent, incredibly upsetting news within the family. Because of our upsetting situation & wanting to ensure a smooth process upon arrival we emailed in to both conradconcierge.london@conradhotels.com and ConradLondon.Service@conradhotels.com at least 6 hours prior to our arrival to explain the sensitive nature of our stay and to allow the hotel an opportunity to support us. We did not ask for anything specific, other than to look into anything they could do to support us at this time. Within the subject and body of the email we had had clearly provided our Diamond Hilton Honours account information, as well as booking reference & email address on file for ease. Upon arrival to the hotel at approx 1:15pm, we were greeted by polite luggage services and shown to reception to check in. Upon arrival we were greeted by Akai (I believe) who immediately advised that it was their first day and if we could bear with him as his colleague was away from the desk showing another guest to their room - this was fine as completely appreciate it’s everyone’s first day at some point. Akai (apologies if spelt wrong) was incredibly polite and friendly and acknowledged our loyalty as Diamond members. It was however disappointing that it was not recognised that this was our 3rd time staying at the Conrad St James and so a “welcome back” rather than assuming we were first time guests of the hotel would’ve been that bit more premium of a greeting (as you would expect from a Conrad). I explained about my email however there appeared to be nothing on file about it. Akai then went to the back room to speak with a supervisor to see if they could locate. Unfortunately Akai returned and said it could not be found and began to ask me to forward the email to ConradLondon.Service@conradhotels.com. However as mentioned above, this was 1 of 2 emails I had already used in my original email - I then showed a copy of the email on my phone where Akai could clearly see the upsetting nature of our stay and that the email should’ve been picked up and couldn’t explain why it had not been. Akai went to speak to a supervisor at the back for a second time. The supervisor failed to appear at any time and Akai kept having to go back and forth as a spokesperson (not great optics). I was eventually advised that there wasn’t any room available for us and that they would contact me either in the executive lounge in person or call me on my mobile when a room became available. At approx. 2pm we were notified on the App that our room was ready however incredibly disappointed that no upgrade had been offered - either in respect of our Diamond status or having gone some way towards making our stay that little bit more comfortable given the circumstances. It was an opportunity for the hotel to listen, acknowledge and support. The initial reaction/feeling for us as guests was that the email had been ignored and the earlier conversation at the desk had been disregarded. It’s worth mentioning that to rub salt in the wound further ALL room types were showing as available / bookable on the App for our 1 night. On return to the front desk I asked to speak to Akai to try and understand why we appear to have been completely ignored. Akai didnt appear to be available but a lady called River at the desk was happy to assist as she happened to overhear our earlier conversation. Whilst River wasn’t familiar with the content of my email, she asked whether we had been given an upgrade as Diamond members - I replied that I had not (which did provoke a confused expression) River explained that she should be able to sort something for us. After a few taps on the computer River explained she had moved our room to a Junior Suite AND acknowledged our request for a high/quiet floor. I got chatting to River where I explained the content of the email and nature of our visit and she showed the utmost sympathy and condolences and asked if there was anything else she could do to support. It’s such a shame that we had to experience the initial disappointment and frustration when River was able to demonstrate a seamless guest experience with added sensitivity. The Junior suite was very much appreciated however there were a few niggles that would’ve disappointed us further (had we paid for the junior suite ourselves) 1. We were in room 343 and it was NOISY. You’re facing a busy road and there is very little noise insulation (it almost sounds like the window is open!) unfortunately we were also treated to a drunk passerby at 3:30am shouting and screaming - something the windows could by no means contend with. 2. The toilet unfortunately displayed a loud drilling/buzzing sound (possibly a motor inside the tank?) 3. The room was very warm in the night despite being on the lowest setting. We looked past the above given the room was a complimentary upgrade but nonetheless not the standard for a Conrad. Breakfast was SUPERB in terms of food options/quality and service - a true highlight!! Love the made to order pancakes and fresh fruit!

Booked executive room. Room was small and not particularly well organized. THERE WAS NO HEAT IN THE BATHROOM. We were told at the front desk that none of the bathrooms had heat! Would have been good to know before we stayed on cold January nights. No explanations of how all the room features worked, especially lighting and heating. On two nights all the hotel's restaurants were closed but there was no warning to guests, or at least we did not get any. No room upgrade for diamond member although we could have had one if we changed rooms after the second night. However, room upgrades offered on the web for additional cost (about 100 pounds a night!)

I commend the entire staff for such excellent service, dedication to their profession that shows! We received an early accommodation at 1 pm for our preferred room. With a warm greeting from The Mi Shwe from the reception and a tour of the hotel we escorted to our King Executive Room with lounge access. A spacious room with all amenities: lovely Byredo products, bathrobe, slippers, espresso, tea, water etc. Ultra lush bed, (most comfortable I've ever had) a large bathroom with rain shower. Breakfast in the lounge is superb, lovely staff and again, superb service from Peter, Norman + Sazzadur. An additional highlight was the afternoon tea service and evening h'ordeuvres, a definite plus! Perfect location, tube is across the street. This is a true 5 star hotel!