Park Plaza London Riverbank

Great customer service and experience for my second stay at the hotel. We Bing par of the very large group who was participating in the Remembrance Sunday ceremonial uniform duty and everyone was fantastic and delivered the best customer service to our group. Hospitality staff were great and I give my biggest shout out to (Orchi) who wet out of her way to make sure I've what I requested as par of my breakfast. Furthermore, room services were swift and fast when I requested tissues. So a massive THANK YOU and keep up the good work!

Initial stay was during October 2025…. I arrived, had pre-requested a quiet location, away from lifts and at the end of a corridor is possible in the additional information/requirements section of the booking page. I was allocated a room right next to 2 lifts; the wall of my room was against the wall of the lift shaft and you could hear the lift going up and down. I immediately called reception to ask to change room. I was on hold for someone to answer, when eventually someone answered and asked who I required to speak to. I was then put back on hold again where I waited for 4mins for the phone to be answered. It kept ringing and ringing, so I hung up and pressed the reception call button again. Again, I was put through to someone - how can I direct your call. I explained I’d already been on hold and he advised me reception was busy and to come down to reception if I needed to speak to someone. Got all my things and went back to reception Explained the situation and that I had requested a quiet area of the hotel and next to the lifts wasn’t that. Offered another room. Upon arrival to next room, I was directly opposite the ice machine which sits in the wall of the corridor. Prior to leaving my room for dinner I could hear the ice churning and dropping through the machine, even though no one is using it. I was happy to give the noise a chance as I’d already had to move rooms once. After dinner, I retired to my room. I had purchased lunch for the following day on the way back to the hotel; all of which needed to be kept in the fridge - once I got back to the room, the fridge in the room was not working. After climbing on my hands and knees, I could see it was unplugged. I plugged it in and waited to see if it cooled down whilst I had a shower. I noted that the shower cubicle only had one bulb, which wasn’t working, so it was dark when showering. After getting in the shower, I proceeded to wash myself, only to find once completely soaked, there was not a single drop of body wash in the wall mounted dispenser. I got out of the shower, and called reception. upon picking up the phone, the handset didn’t work, so I had to use the speakerphone option. I asked to speak to a manager and after explaining all of the above, whilst dripping wet, he offered to move me rooms. I then had to get dry and move to the third room I’d now been offered. Upon entering the 3rd room, it was late, so after a shower, and a quick brush of the teeth I was off to bed. In the morning when I finally fully switched on all the lights, I noticed that the toilet seat was marked and soiled. Unfortunately this did come off when wiped. I also noted there were handprints behind the toilet on the wall, screws hanging out of the desk, and the spare pillow in the wardrobe was covered in a variety of hairs all over. When I removed the pillow, part of the inside of the wardrobe fell down and exposed cables from the ceiling. I proceeded to wash my hands and put the towel on the under-sink handrail which rattled and moved - looking at it I could see it was completely loose and flapping about. After leaving the room to attend a training course, the lift was full so I used the stairs. The stairwell was disgusting and dirty and looked like it had not been cleaned for a significant amount of time. After returning from my training, I asked to speak to a manager. I explained all of the above, and showed him multiple photos I had taken. He explained that he would speak to housekeeping and took photos of the photos I’d taken. I advised him that I would be making a complaint once I’d left, as a 2 night stay had cost nearly £500 and that the service and cleanliness didn’t warrant this payment. He thanked me for bringing the issues to his attention. I still had another night booked at the hotel at this point. Upon checking out, I was asked if I’d had a nice stay. I said no, it was abysmal, and the 2-3 people stood behind reception heard what I said, and no one responded! She proceeded to print my receipt in silence and asked if there was anything else before I left. Following this initial stay, and after posting a review, a manager called me and offered me a free night at the hotel as a way of making it up to me. I have just had this stay on the 8th November 2025. We selected and used Radisson points for early check in which is 12pm. When we arrived at 1pm, we were told our room wasn’t ready. I explained we had already had a bad experience and that I had specially paid for an early check in due to our plans. My husband then spoke to the manager who explained our room was being thoroughly checked due to our issues before. The manager did kindly take us to the lounge where we could have a complimentary drink, but again, a simple paid request isn’t honoured, and we ended up gaining access to our room at 13.15. The most shocking thing of all was that on Sunday morning, my son lost a small ball under our bed. Upon collecting his ball he asked me why there were crisp wrappers under the bed. My husband and I looked under the bed to find 2 empty crisp wrappers and a bottle of water! We were absolutely disgusted. It was clearly a load of nonsense that our early check in was delayed as they were checking the room thoroughly. Surely this is a basic check in any hotel! My husband and I passed this on to the manager before we left and I’ve had an email offering me some Radisson points which wouldn’t even go towards a half a nights stay anywhere, so the best option is to leave my honest review and they can hopefully understand that it’s unacceptable to treat people this way, especially when the rooms are expensive. This hotel is genuinely the worst hotel I have ever stayed in. Initially they didn’t appear to notice my request of a quiet area in the hotel, the most basic of things such as body wash being available, the fridge being switched on, and light bulbs working is too much for them! After raising my complaints and trying to give the hotel another go, it continued to appall in the absolute filth of the room. I would never choose to stay here again, especially if you are planning to stay for business as I was; I’d recommend people don’t waste their money. Look at the nearly 800 terrible or poor trip advisor reviews! I clearly wasn’t just unlucky.

My recent stay at Park Plaza Riverbank was outstanding from start to finish. The customer service was truly next level, and I have to give a special mention to Christabelle, who was an absolute star throughout my visit. She went above and beyond to make everything perfect — from the warmest of welcomes at check-in to thoughtful touches that made me feel genuinely valued as a guest. Her professionalism, kindness, and attention to detail are a real credit to the hotel. You can tell she takes pride in making people’s stays memorable, and she absolutely succeeded in doing so. The views across London and the River Thames are breathtaking — a real highlight of the hotel. My room was beautifully designed, spotless, and very comfortable. The food was superb, both at breakfast and dinner, and the spa facilities offered a perfect place to relax and unwind. Every part of the experience was exceptional, but it was Christabelle’s outstanding service that truly stood out and made the stay unforgettable. Park Plaza Riverbank has a gem of an employee in her. I’ll definitely be returning soon!

It has been almost a year since my last stay at the hotel, during which I was a loyal member with over 50 stays in the previous two years, totaling 52 nights. Unfortunately, I am now partially sighted, which complicates things for me. On my recent visit, I was initially given a room that was not suitable. However, when I approached the reception, they changed my room without any issues. The new room then had a sloping ceiling of 1486, which resulted in me hitting my head at least four times because I kept forgetting about it. Additionally, the coffee machine leaked all over the floor, and I was unable to identify the source of the problem due to my sight. I ordered room service; the chips were amazing, but the pork ribs had been cooked and recooked, and I didn't have the teeth to eat them, as the meat had long since left the bone. At £38, it felt a touch ripped off As someone who works in the nighttime economy in Vauxhall, I noticed that several of my customers were staying at the hotel after my events. Upon returning, I found that all the doors were blocked. A security guard questioned me about whether I was a hotel guest and demanded to see my key. When I pulled the card from its pouch, he still seemed unsatisfied and insisted that I open it. I wear dark glasses due to my macular condition, making it difficult for me to see clearly, and I felt he treated me as if I were incompetent. After working all night, I was simply returning to my accommodation and do not engage in drinking or smoking. On my first day for breakfast, I returned at 10 a.m. and walked straight in. Unfortunately, none of the staff in the restaurant spoke enough English to understand that I am partially sighted and might need assistance. The quality of food was quite disappointing. While I understand that 10 a.m. might be considered late for breakfast, the standards have clearly declined; the breakfast at the nearby Madera Café, which is 200 yards away and costs £9.99, is of much better quality. I had already paid £44 for two nights' breakfast. On the second day, I arrived at 8 a.m., and while the girl at the front desk spoke perfect English, the dining experience didn't improve. The restaurant seemed overcrowded as they had packed in as many tables as possible, leaving only a narrow pathway for customers to move through. I witnessed at least two people drop their breakfasts and heard the plates shattering. Overall, I feel this is a case of style over substance. English-speaking customers are struggling to communicate effectively with the restaurant staff, leading to a frustrating experience. It's so sad because you were so good. I don't think I will be back.

This place is our second home more than ten years we come to this hotel friendly staff I feel we are one family 🥰 nice location calm clean