The Peninsula London

The Peninsula London is a beautiful hotel in an amazing location. However, I have mixed feelings about whether or not I would stay there again. We specifically booked The Peninsula instead of the other 5-star hotel we were considering because of what they call "Peninsula Time", the ability to check in as early as 6 a.m. and to stay as late as 6 p.m. We didn't need the late stay, but our flight arrived at 7 a.m. and the knowledge that the room would be ready for us to refresh and relax before starting the planned day of touring was extremely appealing. We informed The Peninsula of our planned arrival time within days of our booking with them, and our arrival was confirmed. When we arrived at about 8:30, we were told that our room was not ready. No temporary rooms, where we could rest until our room was ready, were available. The desk agents and hotel rep Angel were extremely apologetic, suggesting that we have breakfast at the hotel restaurant, which we did. They next suggested that we rest in the spa's relaxation room, which we also did until a temporary room was found for us at 11:10 a.m. We stopped at the front desk on our way out, after refreshing ourselves, and were told that our room would certainly be ready by 3 p.m. If we had booked a hotel with a 3 p.m. check in, all of this would have been fine. HOWEVER, it is not right specifically to market a hotel on a service that may or may not be available. We were told that the hotel has become extremely popular and was completely booked. This should not be made the guests' problem. The other challenge The Peninsula is facing is an inconsistent quality of staff. Most of the team that we interacted with were lovely - friendly, willing to help - but there were two glaring exceptions. The hostess at the Lobby Restaurant when we arrived for breakfast that first morning was extremely rude until Angel ran up to defend us. One of the doormen was either openly hostile to us or ignored us any time we left the hotel and asked for assistance with taxis. (Another doorman later in our stay, I should note, could not have been nicer.) I'm returning to London in a few months. Would I return to The Peninsula? I don't know. The rooms are big, immaculately clean, and beautifully furnished. The spa and pool are among the best I've seen. The location is perfect. My experience with the inconsistent nature of the staff gives me pause, and I would absolutely NOT book The Peninsula if I knew I would be arriving early and expected the hotel to honor its Peninsula Time promise.

A wonderful hotel, wonderful people! Angel Leon Fernandez, who helped us feel at home at HOTEL AMBASSADOR, is a wonderful and kind person! Andrei, who greeted us at the hotel entrance, 👍👍👍, and the guys who helped us with our luggage, 👍👍👍, overall, it’s a super hotel!!!

Appalling customer service by management for an event. If you’re needing to talk to people because you have badly organised something then learn to speak to people normally. And with respect. Having spent a lot of money at this establishment to witness how they addressed some customers and then be talked to in such a disrespectful manner by someone obviously very senior is nothing short of an embarrassment to the hotel! For a hotel and establishment of this rating this was nothing short of amateur hour.

Great value for money, good location and amazing tidy rooms, highly recommended

We recently stayed for 5 nights at the Peninsula London and it was an amazing experience. The hotel is in a wonderful location in Mayfair. Nothing was sparred when building this new hotel. We had a Grand Premier Park Room that was modern and gorgeous with the finest décor and furnishings. Large picture windows have spectacular views over Wellington Arch. The bedding and linens were of the finest quality. Oh my- the huge marble bathroom is so fabulous with a huge soaking tub and separate walk in shower. There is a large wood paneled dressing room with lots of hanging and drawers. The rooms at the hotel are some of the largest of London hotels. Housekeeping cleaned our room to perfection 2x a day. There is a wonderful Peninsula café in front of the hotel that serves delicious pastries, salads , coffees and homemade gelato. It was lovely sitting outside at the café. What makes this hotel so extraordinary is the great staff. They are so kind and all with the best attitudes. We had a delicious extensive a la carte breakfast every morning in the Lobby Restaurant. All the staff were so attentive. The hotel also has a complimentary car to take you to short distances which is a nice feature. We ate at the hotel restaurant for dinner- Canton Blue and the environment and food was wonderful. We had the pleasure of meeting the General Manager Mr. Rolf Buehlmann. He was engaging and made our stay so special and memorable. He really knows how to run a great hotel. Our stay at The Peninsula was truly fabulous and we can’t wait to come back! If you are looking for a 5 star hotel in London, with spacious and beautiful accommodations, great food and wonderful service the Peninsula London should be your only choice. I want to thank all the staff that made my stay so exceptional. Patric Hadorn- General Manager of Operations Fuat Secen- Assistant Director of Food and Beverage Canton Blue- Shagun/Manager Gary-Breakfast Manager/ Lobby Galib Rahman- Assistant Guest Experience Manager Scott Miller- Head Butler Concierge Team- Maelice, Matthew, Claudia, Gavin, Charlie, Margaux- you all were fantastic! Bryan Ellis, Yanky Mok, Irem Bilgin- Guest Relations Doormen- Volkan, Miro, Andrejs Rene- Porter