The Peninsula London

We booked the hotel for our anniversary and lunch with family on the following day. I had extensive dealings with the hotel before our arrival and my contact Antje was professional and understanding throughout. We had not stayed at the hotel before and were fascinated to see what it was like. A few days before our arrival I was handed over to a Customer Experience Manager who very kindly arranged a transfer to the hotel. I was really impressed by this courtesy as we had only booked a Deluxe Room and not a suite. The arrival transfer was excellent and we were welcomed to the hotel. We had requested early check in which is offered through Peninsula Time and thus we expected the room to be ready. Unfortunately it was not which was a shame. However it was how the hotel responded to this issue that made the situation worse. Firstly we were told our room on the 5th floor was not available and that we could either go out and come back later or wait. We were not told how long the room would take to be ready but figured it would not be long. We were escorted to the Lobby Lounge and basically just left there. No offer of food or drink. About 30 minutes later the lady I had been dealing with came over and said there was a room on the 1st floor ready. We said we had preferred the room on the higher floor as due to it facing the courtyard we were concerned if might be dark. The lady proceeded to say how she liked rooms on low floors, and that this would be a good choice. We said we did not mind seeing the room whilst waiting for the other one. A colleague of the other lady came along and also started saying how much she liked rooms on the first floor etc. We went to see the room, which was in fact a Junior Suite which was very spacious if rather bland. It was then that we were told the other room would not be ready for another 90 minutes and we felt quite pressured to take this room rather than waste the afternoon waiting for the other room. I had contacted the hotel manager who informed me we had only waited 10 minutes and were given ‘ample rooming options’ which I took exception to as it was not true. We had been offered this room or a long wait for the other one. To be fair when challenged he did apologise which was appreciated. The room had not been set up as per our requests so we had to leave the room whilst it was made up. We went to the bar and had a drink and £40 later the room was ready. However at bed time I realised the pillows were synthetic and not feather which meant I had a very poor nights sleep which was a real shame as the bed was super comfortable and the duvets lovely and light. I went to make a cup of tea in the morning but there was no kettle - I could have asked for one but my husband was sleeping and I did not wish to disturb him. A small thing I know but a shame nonetheless. Breakfast in the Lobby was disappointing with food undercooked and odd tasting scrambled egg and plastic looking bacon which was very undercooked. Service was not consistent and drinks not fresher or topped up. We asked for toast but it never arrived. The hotel is very impressive and you can see where the money has been spent although certain aspects such as the lamps looked cheap and the room layout was poor with the sofa being sideways on to the TV. The bathroom and walk in dressing room and the in room technology are all excellent. Lunch at Soleil was very good and service overall excellent. The rooftop setting and views very impressive. Prices are very high but I think given the size of the rooms and the location they are not overpriced particularly if you book in advance. It was just a shame that things did not go smoothly for us which took the shine off what other use could have been an enjoyable stay.

Amazing from start to finish. Best service by far that I’ve seen, attention to detail was remarkable. Newly constructed hotel, amenities are top (gym, spa, etc.) and very centrally located within London. Do have a drink at Brooklands on the roof, great views of the city. Look forward to many more visits. Angel was superb, super helpful and always there whenever something was needed. Just next level all around. Kudos to the whole Peninsula team.

We stayed at The Peninsula London as we did last year in July. And, unfortunately, this visit didn’t live up to expectations. We arrived at 1:30pm, hoping for early check-in as noted in our reservation. While we understand early access depends on availability, we were told 3:00pm, then 3:45pm, and then nothing. No follow-up or communication. We had dinner plans and had to get ready without a room. Finally, at 4:00pm, we were given our keys—no upgrade, just apologies. We were offered 25% off the first night as a gesture, which we appreciated, but it didn’t fully make up for the disruption. The common explanation was that the hotel was fully booked and housekeeping was short-staffed. While that may be true, the service still fell short of what you’d expect from a property at this level. That said, the staff we encountered were warm and attentive, clearly doing their best. The room—same as last year—was beautiful, immaculate, and packed with high-end tech, but I didn’t even bother with photos this time. Next time, I’ll return to my usual favorites—Rosewood or Kimpton—where the experience tends to feel more seamless and worth the price.

I can honestly say my stay was nothing short of extraordinary. The attentiveness of the staff was exceptional and our needs was met with precision and a smile. The level of luxury is unparalleled and clear that every detail is carefully considered to provide guests with a truly luxury and indulgent experience. The facilities are impressive. The fitness center is small but amazing offering a serene atmosphere that makes working out a pleasure and the pool area is just as remarkable; an oasis of calm and relaxation. In addition, the utilities and amenities provided in the rooms were top notch. The attention to detail in the room's design, along with the high-quality toiletries and tech features made every aspect of my stay seamless and incredibly indulging. The Peninsula never fails to delivers on every front and is the perfect blend of upscale luxury and modern sophistication. I’ll definitely be returning!

Terrible service across the Board from check-in to housekeeping to dining (breakfast) at Soleil. And the weird thing was that I kept trying to point it out politely; and they wouldn’t even care!!! Not at all what one would expect from a Peninsula.