Mandarin Oriental Hyde Park, London

Our stay at Mandarin Oriental Hyde Park became an unforgettable experience, largely thanks to the extraordinary care and genuine warmth of Musa, who truly transformed what started as a very challenging arrival into a memorable stay. Initially, our welcome to the hotel was unexpectedly difficult. No one informed us that surrounding streets were closed, forcing us to walk for over an hour with our young son and luggage. Three taxis abandoned us, and one of our suitcases broke in the ordeal. This experience certainly did not align with the seamless welcome one expects from a Mandarin Oriental property. However, from the moment we met Musa, everything changed for the better. His sincere hospitality, proactive approach, and impeccable attention to detail turned our stay around completely. Musa not only provided excellent service but genuinely made our son Santiago feel welcomed, special, and cared for, which touched our hearts deeply. He is profoundly professional and extremely skilled in understanding and promptly resolving any issue. It is, however, evident—and even striking—that Musa’s remarkable standards of professionalism and capability are not consistently matched by his colleagues or even hotel management in basic aspects. For instance, it was quite surprising to discover that no one, not even at a managerial level, possessed a hotel credit card to facilitate purchases on behalf of guests—even when offering cash in advance. Additionally, the Duty Manager who welcomed us on arrival (unfortunately we can’t recall her name right now) deserves special recognition. She listened carefully, respectfully, and immediately understood our exhaustion and urgent need to rest and provide dinner for our son. She reassured us by taking immediate action to rectify the situation and ensure our comfort. It is worth noting that this particular suite was offered as an upgrade due to an unfortunate previous experience my wife Isidora had at the Mandarin Oriental New York (Corner Suite). In that stay, a valuable pearl bracelet was accidentally broken by housekeeping, among other concerns. At that time, Ms. Padilla, the Housekeeping Manager in New York, kindly promised us a future upgrade at any Mandarin Oriental property as compensation. We deeply appreciated this gesture being honored at Hyde Park. At the end of our stay, Musa and the Concierge team went above and beyond once again. They expedited our checkout and even accompanied us personally to the station, ensuring we would comfortably catch our train to Scotland. This exceptional level of service truly differentiates Mandarin Oriental from any other luxury hotel. Lastly, we would like to respectfully address a few pending billing concerns. We have not yet seen the $100 credit applied to our account. Additionally, there appears to be confusion around charges for our in-room breakfast, which we understood was a benefit included with our suite. Furthermore, the General Manager generously offered to cover the cost of our dinner on the first night due to the difficult arrival, but this also appears to remain on the bill. We share this feedback openly, respectfully, and gratefully. Mandarin Oriental remains our favorite hotel group, and Musa, along with your outstanding Duty Manager and Concierge Team, exemplifies everything we admire about your extraordinary hospitality. Nonetheless, it is noticeable—and somewhat disappointing—that Musa’s relentless efforts to maintain world-class standards are not adequately supported by the broader team, particularly at managerial levels. We hope our honest feedback contributes positively to the hotel’s continuous improvement, aligning all areas with the extraordinary standard Musa has set.

Love this hotel, great location for BST Hyde Park. Comfortable beds and delicious breakfast. Also very handy for Harrods.

- I keep coming back; exceptional service and location, really solid - Property is managed gracefully, elegantly, quite well-oiled and refined - Even in the face of issues, hotel handled exceptionally well, showing an understanding and improvement-oriented ethos - Guest Relations head PIM and Director Sebastian quite surprised me with proactive elegance and gestures, much appreciated - Gym team including Kinga and Peter are outstanding; so helpful, robust, lovely, helpful - Doormen Antonio, Andrei, Karolis, Robert, Graham - tremendous team and service, even in the face of heat and London's buss - Masseuse Toby continues to be a gem; tremendous expertise, a true healer - Concierge team of Justyna, Margaux, Kevin and Tibor were incredibly helpful, responsible and resourceful around the clock - The highlight here is the outstanding teamwork, execution, and service quality. Bespoke made to measure excellence with heart. - Thank you!

I attended an event here on 27 June and I wasn't disappointed. All the staff went above and beyond, they were so helpful, friendly and professional. The room was set up beautifully and we had access to the Terrace overlooking the park, for pre-lunch drinks. The food and service were perfect, the food was delicious and our wine and water glasses were kept topped up constantly.

I was part of a day event here on Saturday 21st and I just wanted to compliment the event staff who went above and beyond. No ‘snootiness’ , just so helpful, professional, ‘human’ & friendly. The room in which we held the event was stunning - opening out onto a private terrace and overlooking the park. The refreshments & service were perfect. I ESPECIALLY want to thank Patrick in the events team who went above & beyond helping us take our equipment across busy roads and 5 minutes away as we couldn’t get parking (due to the chauffeurs selfishly just sitting in the only spots outside the hotel… for ages…). I’d highly recommend this hotel for an event. And hope yo use it again. Only advice to hotel would be to keep the car spaces available and don’t let lazy chauffeurs hog them (for ages..) Many thanks.