Park Plaza London Riverbank

My wife and I stayed at the Park Plaza Riverbank London in November 2025, and while the hotel itself is visually impressive, our experience was overshadowed by a genuinely alarming and unsafe incident that was handled appallingly. In the middle of the night, the fire alarm sounded throughout the high-rise hotel. What followed was total mayhem. There were no staff visible anywhere, no instructions, no reassurance, and absolutely no communication about what we were supposed to do. Guests were left confused, frightened, and completely on their own. Other residents we spoke to felt exactly the same — unsafe, uninformed, and abandoned. Given that this is a high-rise building, the lack of any procedure, staff presence, or communication was deeply concerning. We were never informed whether this was a false alarm, never contacted in our room, and no member of staff made any attempt to reassure guests. As a result, we did not sleep again from the early hours of the morning. The next morning, we raised our serious concerns at reception, explaining how unsafe and poorly managed the situation had been. The reception manager, Madhu Dama , acknowledged our complaint and told us he would refund our breakfast — frankly, the absolute least that could have been offered under the circumstances. He told us to “leave it with him” and said the refund would be applied to our card. That refund has never materialised. My wife has since sent several follow-up emails, all of which have been completely ignored. The lack of professionalism, accountability, and basic courtesy from Madhu Dama has been nothing short of appalling. This is particularly disappointing because the hotel itself is very nice — the room, the breakfast, and the river views were all excellent. Sadly, good facilities mean very little when guest safety is compromised and management fails to follow through on even the simplest of promises. A hotel of this size and reputation should be able to manage a fire alarm safely and professionally. Based on our experience, they clearly cannot. We left feeling shaken, let down, and thoroughly dissatisfied.

One of the nicest stays we’ve had in a long time. Staff were all really friendly. Room was so clean. Will definitely be returning soon😊

Amazing hotel! Not one bad thing to say. And Donald from the hotel staff, was really friendly, helpful and welcoming 😊

Best experience of hotel ever. I want to especially thanks Taras for his service, kindness and remarkable professionalism. We will come back again

We arrived at the hotel very early, where we were greeted by the concierge who took our bags. We had only arrived early to drop our bags then to carry on with our weekend. I approached the check in desk and Taras greeted us and gave us early check in and a lovely upgrade. This was super special as we had met up with our daughter for her birthday. What a lovely start to the weekend thank you